[Cooper]

Ok, I've got a staff member with a playbook and I can't figure this out.

Bridge is up to date, Torch OS is up to date (570) and PlayBook is up to date (except for this weekends patch)

Bridge works in every way EXCEPT for downloading and opening attachments. PDF, XLS, XLSX, PPT, and DOC continually fail to open.

Once it shows "cannot open attachment" there is no way to try again.

Can anything think of what would be wrong? I have yet to complete a full wipe of the device because the user would be completely lost if we did that.

I'd like to avoid a full wipe of the phone, so can anyone provide anything worth trying?

Has anyone even run into this issue?

[pyro451]

I have intermittent problems opening attachments on my PB.

I have a Torch on ATT with their latest OS and the most recent bridge and PB OS (including this weekend's update).

I have not been able to establish a pattern as some attachments do open, but not reliably. This has been one of my most significant problems and is keeping me from recommending the PB in our organization (I am somewhat of a beta tester for our IT guys).

[mrandery]

Do you have a memory card in your Torch? I did not and had trouble with attachments. I put one in and formatted it in the phone. Viewing attachments in the Playbook immediately started working. (Attachments that I had tried to download before putting the memory card in still do not work)

Apparently the Playbook does not save attachments to its own memory. It saves them to the Torch memory card and then accesses them from there.

If you do have a memory card in the Torch, maybe try formatting it?

[pyro451]

Yes, I have a 16 gig card in my Torch that was formatted in the phone. Maybe there is some setting to force the download of attachments to that location?

The odd thing is that some attachments seem to open just fine.

[Cooper]

I've yet to do a format of the memory card.

They've been able to download and view attachments on the Torch itself..

I'm thinking the phone needs a full wipe, as there's something the user screwed around with. He's far from technical but seems to like to be 'involved' and truly xxxx around with shit he should never touch.

My phone running the same OS, same bridge, and same playbook OS as he is, so I can only think he's done something I havent seen (I know at one point encryption was turned on for the device memory)

[mrandery]

One other thing - I had a 3mb limit on downloads set by the BES admin. I got the same error when trying to download something larger. This was changed by the admin and now works fine.

[Cooper]

The guy's memory card was not initialized!

Ugh, never trust your end user because they just make things up :P

So problem solved, somehow he un-initialized the memory card and that was the only problem.

[knottyrope]

this helps too
KB27089-Error message occurs when opening a docx, xlsx or pdf attachment on the Playbook