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Old 12-16-2009, 04:27 PM   #1 (permalink)
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Arrow BlackBerrys now can't open PDFs or PPTs since we upgraded to BES 5.0

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We have 3 different types of BlackBerrys on our server,
Sprint 8830, 8330 and 9630s.

Our 8830s and 8330s are now unable to open PDFs and PPT files.

We can send an email with a PDF attachment to multiple devices, some can open the file, some can't- the ones that can't, get the large ? in the middle of the screen.

For example, I sent a PDF to three 8830s and a 9630. One of the 8830s could open the and the 9630 could open the file, but the other two 8830s could not open it. All three 8830s have the same firmware version. All three have the same add-on software. We are not using Documents To Go.

We have tried removing and reinstalling the BlackBerry Attachment service via the Desktop Manager, did not work.

We have tried resending Service Books, did not work.

We have tried removing completely from the BES and re-adding, did not work.

Obviously, we have tried hard resets, bounced the server, etc.

The BlackBerry Attachment Service on the BES is running and it seems the majority of our useres can open these files, but we have probably about a dozen known devices that now can't (and previously could.)

Time frame seems to be from when we upgraded to the BES 5.0 (now v5.0.1.58). We are on a VM with Windows Server 2003 R2, Exchange 2003 (4 storage groups, 3 mail stores), SQL Server v2005 Enterprise.

ANY SUGGESTIONS - PLEASE ADVISE! Thanks everyone!
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