Unable to open attachments on the BlackBerry smartphone

Article ID: KB10172

Type: Support Content

Last Modified: 08-15-2012

 

Product(s) Affected:

  • BlackBerry Enterprise Server 5
  • BlackBerry Business Cloud Services
Jump to: Environment | Overview
CollapseEnvironment
  • BlackBerry® Enterprise Server 3.6 to 4.1 
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The following error message is displayed when trying to open an attachment on the BlackBerry smartphone:

Conversion Failed

 

Please see the below checklist if the above error occurs

1)  Confirm that the attachment is of a supported type

Make sure that the attachment being opened is supported by the BlackBerry Enterprise Server. Supported attachment file types include the following:

Adobe® Acrobat® 1.1, 1.2, 1.3, and 1.4 .pdf
American Standard Code for Information Interchange (ASCII) text .txt
Audio .amr*, .wav*, .mp3
Corel® WordPerfect® 6.0, 7.0, 8.0, 9.0 (2000) and 10.0 .wpd
HTML .htm, .html
Images .bmp, .gif, .jpeg, .jpg, .png, .tif, .tiff, .wmf
Microsoft® Excel® 97, 2000, 2003, and XP .xls
Microsoft® PowerPoint® 97, 2000, 2003, and XP .pps, .ppt
Microsoft® Word 97, 2000, 2003, and XP .doc, .dot
Microsoft® Office 2007 .pptx, .docx
Rich Text Format .rtf


Note: Only BlackBerry Enterprise Server 4.1 SP2 to 5.0 SP1 supports the conversion of .wav files. This conversion also requires BlackBerry® Device Software 4.2 to 4.7.

Note: Only BlackBerry Enterprise Server 4.1 SP5 to 5.0 SP1 supports .amr files.

2)  Confirm that the attachment can be opened on a computer

  • Some attachments may be too large or too complex, causing the conversion to expire.  This timeout is most common for .pdf files or ASCII .txt files that are larger than 10 MB.

3)  Verify that the attachment does not exceed the maximum attachment size

If the attachment size exceeds the maximum attachment size set by the BlackBerry smartphone user's organization, the following error appears when the BlackBerry smartphone user tries to open an attachment:

Attachment exceeds the maximum download size

Check with the administrator to determine whether there is a file size limit on attachments and whether this limit can be changed. See KB28000 for instructions on where to check this value.

4)  Retry opening the attachment if the attachment service is busy

  • The attachment service is busy and rejects any new attachment conversion requests until the attachment service is free.  This might occur if multiple BlackBerry smartphone users within the same organization request large or complex attachments. The BlackBerry smartphone user should wait 5 minutes and then request the attachment again. The maximum request time for a conversion is 10 minutes.

5)  Confirm that the BlackBerry Attachment Service application has not been deleted from the BlackBerry smartphone

  • On the BlackBerry smartphone, go to Options > Advanced Options > Applications. Verify that BlackBerry Attachment Service is in this list.
  • If BlackBerry Attachment Service is not in the list, run the application loader tool to re-install it. See KB03621 for instructions on using the application loader tool.

6)  Verify the BlackBerry Attachment Service on the BlackBerry Enterprise Server is running

  • Open the Windows Services window and search for BlackBerry Attachment Service in the right pane
  • Verify that the status of the BlackBerry Attachment Service is Started
  • If the BlackBerry Attachment Service is not started, right-click BlackBerry Attachment Service and select Start

7)  Ensure that the Desktop [CMIME] service book on the BlackBerry smartphone contains the most recent data from the BlackBerry Enterprise Server

Remove the Desktop [CMIME] service book by completing the following tasks:

  • From the BlackBerry smartphone Home screen, click Options > Advanced Options > Service Book.
  • From the list of service books, select and highlight the Desktop [CMIME] entry.
  • Open the menu and then select Delete and save the change.

To receive a new Desktop [CMIME] service book, complete the following tasks:

On the BlackBerry smartphone, complete the following steps:

  • From the BlackBerry smartphone Home screen, click Options > Advanced Options > Service Book.
  • From the list of service books, select and highlight the Desktop [SYNC] entry.
  • Open the menu and then select Delete and save the change.
  • Wait one minute, then open the menu, and select Undelete.

    From the BlackBerry Enterprise Server, complete the following steps:

In BlackBerry Manager, right-click the appropriate BlackBerry smartphone user account and select Resend Service Book.

8)  Confirm that the email message is available in the mailbox

Verify that the email message is in the BlackBerry smartphone user's inbox or subfolders in Microsoft® Outlook. If the message is in a .PST (Personal Folder), it cannot be opened from the BlackBerry smartphone.

In Microsoft Outlook 2003:

  • Go to Tools > Email accounts > View or Change Existing email account.
  • Verify that the Deliver new email to the following location field lists the BlackBerry smartphone user's mailbox.

In Microsoft Outlook 2007:

  • Go to Tools > Account settings.
  • Select the Data Files tab.
  • Verify that the item named Mailbox is set to Default.
  • If the BlackBerry smartphone user is able to use Microsoft Outlook Web Access, check to see if the attachment can be opened from there. If it is not available in Microsoft Outlook Web Access, it is not available on the BlackBerry smartphone.

9)  Confirm that the Distiller Settings have  been registered on the BlackBerry Enterprise Server

  • To register the Distiller Settings, see KB11304.

10)  Ensure that the BlackBerry Enterprise Server has sufficient disk space.

  • Log on to the BlackBerry Enterprise Server.
  • Click the Start button on the Windows Server® and select My Computer.
  • Right-click the Storage Drive where the BlackBerry Enterprise Server software is installed and select Properties.
  • Check the storage space available under the General tab and, if the disk space is full, add additional storage space.

11)  Confirm that the BlackBerry Attachment Service is running as Local System.

  • Open the Windows Services and search for the BlackBerry Attachment Service in the right pane.
  • Right-click BlackBerry Attachment Service and select Properties.
  • Select the Log on tab at the top of the window.
  • Ensure that the BlackBerry Attachment Service is running as Local System. If it is not, change it to Local System and click the Apply option, and then click OK.
  • Stop and restart the BlackBerry Attachment Service.

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