[iamwiz82]

I applied the 4.1.6 upgrade this weekend and everything went smoothly. I resent the service books after everything was done and tested out an HTML email on my 4.5.0.55 8800. When reading it I see no body of the message. If I click More All something downloads but nothing shows up and if I exit back to Messages that one will have a red 'X' beside it.

Thoughts?

[gibson_hg]

If you open the message now what does the Message Status show?

[iamwiz82]

It says 'General Failure'

[jibi]

Did you check to see if HTML was enabled at the server and user levels?

[iamwiz82]

It is, and if I chose Plain Text below the More All button on my device it opens just fine, obviously not HTML, though.

[iamwiz82]

Anyone? Bueller? Bueller?

[Quad77]

I also have this same problem.
I have checked the logs on the server and I found the following errors::

Event ID: 20000
Failed to create XHTML body, using raw HTML

Failed to process HTML body 2, sending maximum number of bytes 15000

Failed to retrieve and build MORE result

This problem has been experienced on 8800 and the Bold. So this leads me to believe it's not a device problem but a server problem as the Bold should have no problem with HTML support.

And yes the 8800 is running the 4.5 firmware

Any help would be great

[iamwiz82]

I have the same errors in Windows Event Log. I have also tried 3 different 4.5 platforms and all show the same issue, so it is definately server-based.

[iamwiz82]

I have opened a case up with RIM. I will report back their findings.

[iamwiz82]

Just heard back from RIM (I had to wait until an official 4.5/4.6 OS was available. Here is their response:

We have completed our testing and have confirmed that HTML emails do not appear correctly when using Exchange 5.5. The best recommendation I can make at this time is to disable Rich Content on the BlackBerry Enterprise Server. This can be done by changing the option for Rich Content Enabled to False under the messaging options in the server configuration. I will raise this issue to our internal development team and they will review it based on severity and customer impact. Since Exchange 5.5 is not common anymore and there is a workaround, I do not see a fix in the foreseeable future.

Once again being stuck on 5.5 bites me. Stupid corporate decisions!

[knottyrope]

Just started seeing this my self.

But we are using exchange 2003 and server 2003.

[40702] (01/08 06:10:48.337):{0xB5C} {user@domain.com} Starting message rescan
[40703] (01/08 06:10:48.352):{0xB5C} {user@domain.com} Message rescan completed
[40234] (01/08 06:10:48.352):{0xB2C} {user@domain.com} Retrying message, EntryId=2516636
[20000] (01/08 06:10:48.399):{0xB2C} Failed to create XHTML body, using raw HTML
[40671] (01/08 06:10:48.399):{0xB2C} {user@domain.com} Not sending message body (0 bytes), RefId=-156836651, EntryId=2516636
[30081] (01/08 06:10:48.399):{0xB2C} {user@domain.com} Sending message to device, size=255, EntryId=2516636, RefId=-156836651, TransactionId=-918498712, Tag=701519
[40279] (01/08 06:10:48.399):{0xB2C} {user@domain.com} SubmitToRelaySendQ, Tag=701519
[40000] (01/08 06:10:48.399):{0xB2C} [BIPP] Duplicate datagram for sending, Tag=701519

[knottyrope]

No messages were delivered at 6:10:08 or 6 min before/after.

This is weird.

[knottyrope]

Found another one and still no emails arrived at the mentioned time.

user has an 8820 with OS 4.6.0.155 and appears to be the only user with the issue and the only one with that OS. User has not complained about anything yet.



[40702] (01/08 05:41:48.337):{0xEB4} {user@domain.com} Starting message rescan
[40175] (01/08 05:41:48.446):{0xEB4} {user@domain.com} MAPIMailbox::GetNewMessages found 12 message(s) in Inbox
[40703] (01/08 05:41:48.446):{0xEB4} {user@domain.com} Message rescan completed
[40234] (01/08 05:41:48.446):{0xDB0} {user@domain.com} Retrying message, EntryId=2516380
[20000] (01/08 05:41:48.493):{0xDB0} Failed to create XHTML body, using raw HTML
[40671] (01/08 05:41:48.493):{0xDB0} {user@domain.com} Not sending message body (0 bytes), RefId=-604730417, EntryId=2516380
[30081] (01/08 05:41:48.493):{0xDB0} {user@domain.com} Sending message to device, size=222, EntryId=2516380, RefId=-604730417, TransactionId=-918498713, Tag=701518
[40279] (01/08 05:41:48.493):{0xDB0} {user@domain.com} SubmitToRelaySendQ, Tag=701518
[40000] (01/08 05:41:48.493):{0xDB0} [BIPP] Duplicate datagram for sending, Tag=701518
[40000] (01/08 05:41:48.493):{0xDC8} [BIPP] Send data, Tag=701518