09-04-2009 02:35 PM
I recently upgraded from BES4.0.7 to BES 5.0 MR2, now the problem is when users receive an email with a picture attachment they click on the file and click view attachment nothing happnes. This is the error that is generated by BES v5
<N/A> | BlackBerry Messaging Agent BES01 Agent 1 (Application Event Log on BES01) | 09/03/2009 17:29:15 (EFFF2710) -> [UserWorkerThread] Exception occurred, error code is 997. [BH=1560768, CT=22343688, TI=4896, EMfirstname.lastname@example.org]
The only way it works is if you select Download attachment, but the users want to skip that extra step and use view attachment.
Any ideas what can be causing view attachment not to work??
Please help, thanks in advance for you help!
09-15-2009 11:12 AM
Any resolution to this? I'm having the same issue on a clean install of BES 5.0 with MR2. Word and Excel Docs seem to open fine, but images and PDFs generate "An unexpected error has occured".
I can download the images to the device and open them that way, but viewing them inside the email does not work.
09-15-2009 11:42 AM
Can someone look at the BES logs (not the app logs) for this issue and post it here.
I have someone else looking at this too.
09-15-2009 04:50 PM
Check this KB out
Unable to view or open attachments on the BlackBerry smartphone
09-15-2009 05:04 PM - edited 09-15-2009 05:20 PM
Didn't work. I've had a ticket open with Tech Support for a week now and they are looking into it, but I don't feel as if we have made any headway. I've given them everything they have asked for, but it seems to be puzzling them as well. Which is why I came here to see if anyone found a resolution.
I had an issue with just getting the main blackberry services to start when I first installed it. I called support and they referred me to an older KB article that solved that problem. I forget the exact error I was getting, but their solution was to remove the dependencies from the process via the registry, KB02004. I wasn't getting the error 1075 like the article states, but I was getting the same error message. I believe it had to do with lack of NTLM support in Server 2008. In the end it worked, even though I don't think it is really a solution.
The only types of attachments I am having issues with are Images, MP3s, PDFs and PowerPoint. PowerPoint works, but as text only. You can't view the slide.
Images, MP3s and PDFs don't open. It provides an unknown error has occured.
Everything else seems to be working perfectly. I've tested on multiple devices running different versions of the handheld OS, with and without Documents to Go and get the same result on everyone.
There are other issues with BES on 5.0 but they seemto be very minor and don't affect end users for the most part like this one does.
09-16-2009 11:47 AM
No Tours, only the Bold and different models of the Curve.
It doesn't matter what network carrier either. It is the same result no matter the device, network, version of handheld OS, etc.
09-16-2009 03:51 PM
The best thing to do here would be to put a user on a static agent then reproduce the issue then get the BES logs and have them reviewed.
Please post them with user/personal info removed.