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Old 08-25-2007, 06:35 AM   #1 (permalink)
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Hi, I'm new here, and looking for some help regarding my boss' new blackberry 8800.

On some incoming emails, the handheld doesn't show the body of the email and instead only shows the company disclaimer (of the recipient - my boss - not the sender). I've checked the BIS carrier site, and the emails are shown correctly on there, but the blackberry persists in only showing our company's email disclaimer.

The problem only started on Thursday; I've resent the service books from the carrier's site and tried the 'register now' option in the host routing table on the handheld, following t-mobile's advice. So far, the problem has only affected emails from two senders - one is a hotmail account, the other from a company (Mercedes) - and I don't think it has affected every email from them.

Any help would be greatly appreciated so that I can update my boss, especially since this is an extended weekend in Britain so I won't see him / his blackberry till Tuesday.

Thanks.

Last edited by andrwer : 08-25-2007 at 10:31 AM.
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Old 08-25-2007, 07:06 AM   #2 (permalink)
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This problem is a nightmare to diagnose, and worse to resolve!

A disclaimer is typically appended to emails by a program or appliance. However, corporate email also typically goes through anti-spam and anti-virus programs. There is also a difference between the way email is formatted if you use a Web interface instead of an email client - as in Outlook Web Access vs. Outlook.

At my company we ran into a problem where emails originating from Outlook, and then replied to in OWA, and subsequently replied to from a BlackBerry were getting their character set changed to an Asian Language character set so the BlackBerry reply was showing up as all Asian Characters! Given the unusual sequence needed to cause the problem, it wasn't showing up often and took about two months to figure out the sequence. Then the fun began! We have three separate "gateways" that email goes through - anti-virus, anti-spam, disclosure. Well it took another two months to figure out that it was the disclosure appliance which was altering the character encoding!

I don't really have any advice to give, but hope that story gives you some guidance on where to look!

Good luck.
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Old 08-25-2007, 10:51 AM   #3 (permalink)
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Thanks for the advice - the difficulty in diagnosing this sort of problem is infuriating, given its particular nature and the challenge of describing the problem precisely, leaving aside the seeming randomness with which it occurs and the difficulty of replicating it in a controlled environment!

I don't think that the problem is with the way that our email gateways are set up, otherwise shouldn't it affect every email? And, since the carrier website has no problems (ie, that the incoming email has been correctly forwarded to the t-mobile instant email address), doesn't that suggest that the problem is synchronising the handheld with the instantemail inbox?

In case it is actually the email setup, then Outlook (not Web Access) is used throughout, and it's the firm's standard disclaimer (confidential, for the intended recipient only &c) that appears. If anybody else has experienced anything like this - with outgoing signatures appearing on incoming mail - I'd appreciate any help as to how to resolve it.

Many thanks.
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