"Could not retrieve more"
 

These forums have been great. Ever since I bought myself a blackberry, I've been trolling them. Now that I work in a helpdesk for BES hosting, I decided to register and ask a question :smile:

We have a user that is trying to view attachments. Whenever she opens an email and tries to view it, she gets an error "could not retrieve more" and then there is a red X next to her email.

We have tried to reload the attachement service via the app loader and we wiped the handheld and loaded 4.0 back up and activated on the BES server....same problem.

We thought it might of been a policy but no other users are having this problem.

On a side note, I did try to use the search, so if this has been answered, sowwy!

User may have the message(s) move to a .pst file. Verify that the message with attachment is still on the user's inbox. Since only the first 2K of a message is pushed to the user's handheld, if the message had been moved to a .pst, an error occurs when user requested the attachment which BES server won't be able to locate off of the user's .pst.

We sent a test email with an attachment out while the user was on the phone with us. She was able to open the email but when she tried to view the attachment, the error message came up.

Everything should be going to her inbox because all the settings on the handheld are defaulted and her settings on the BES are no different from any other user.

We are in the process of escalating to RIM. Will let you all know the response we get.

Oh man, this one was a doozy. After over an hour on the phone with RIM (retrying everything we had done prior, mind you), the RIM agent mentioned something about attachment redirecting offhandely and that sparked the user's memory about an IT policy they have at her company.

Messages are sent to the Inbox and synched to the handheld at the same time. In summary, when someone views an attachment, the handheld looks at the inbox/mail file to retreive it. Basically, this user had a rule in exchange that sent ALL her mail to her local hardrive because she did not want to fill up her 50 MB mail quota.

So mail goes to mail file -> Handheld synchs with mail file and gets email -> Email on server is then MOVED to local HDD.

When she went to click "Full Content" or "Table of Contents," on the attachment, she was retreiving a popup that said "Could not retieve more," because the handheld was looking for the attachment in a location that didn't contain the mail file because it was located on her local HDD. But because mail is synched right away with her handheld, she was able to read the email, but not open attachments.

What a headache! 8-)