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New Contributor
Posts: 3
Registered: ‎04-07-2011
My Device: Black Berry Torch 9800
My Carrier: Vodafone

BIS emails not received with large attachments

For the last few months (prior to that it worked fine). I have not been receiving emails on my BB where they have attachments of over around 0.5mb. The BIS is connecting to my Outlook Web Mail for the emails and all other emails come through OK apart from those with attachments over a certain size, which seems to be around 0.5mb.. There are no large emails sitting in my inbox, and the inbox is very clean in my Outlook, so I don't see anything blocking it picking up the messages. Our IT company have said its a service provider issue (Vodafone) not a server issue, but Vodafone don't have a clue on it after spending 2 hours on the phone to them ! Any ideas !

Thank you


Hall of Famer III
Posts: 59,058
Registered: ‎11-28-2008
My Device: DTEK50 (AAI82), PRIV (AAI795), Z10/Z30/Q10 (, Playbook (
My Carrier: TMobile USA

Re: BIS emails not received with large attachments

Hi there!

I suggest the following steps, in order, even if they seem redundant to what you have already tried (steps 1 and 2 each should result in a message coming to your BB...please wait for that before proceeding to the next step):

1) Register HRT

  • KB00510 How to register a BlackBerry smartphone with the wireless network

2) Delete and Resend Service Books

  • KB05000Delete the service book for the BlackBerry Internet Service email account from the BlackBerry smartphone
  • KB02830 Send the service books for the BlackBerry Internet Service

3) Batt Pull Reboot

  • Anytime random strange behavior or sluggishness creeps in, the first thing to do is a battery pop reboot. With power ON, remove the back cover and pull out the battery. Wait about a minute then replace the battery and cover. Power up and wait patiently through the long reboot -- ~5 minutes. See if things have returned to good operation. Like all computing devices, BB's suffer from memory leaks and such...with a hard reboot being the best cure.

Hopefully that will get things going again for you! If not, then you might want to also delete the Attachment Service Book(s) before you resend. You also can try deleting and re-adding your BIS conduits for the affected email accounts.



Good luck!

Occam's Razor nearly always applies when troubleshooting technology issues!

New to the Community? Click here and also here for helpful guidance. Also please click here for additional helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions. If anyone has been helpful to you, please show your appreciation by clicking the button. Need a reference to BB10 OS/SR versions? Click here. Need a specific BB10 AutoLoader? Send me a private message.

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New Contributor
Posts: 3
Registered: ‎04-07-2011
My Device: Black Berry Torch 9800
My Carrier: Vodafone

Re: BIS emails not received with large attachments

Thanks for your help. I had unfortunately tried most of that before, both by myself, and also when talking to Vodafone. I have tried it all again through, but sorry to say it hasn't solved it.


The only bit I can not do however is delete the Attachment Service Books, I have looked for this before, but all the references that I can see are that this applies to BES connections and not BIS, is that correct ? I have looked through the Applications on the Desktop Manager and it is not there, is it called something else on a BIS connection, with the Operating Version 6 software ?


Kind regards