"Attachment server not found" appears during an attempt to open an attachment on the BlackBerry smartphone

Article ID: KB03702

Type: Support Content

Last Modified: 04-09-2012

 

Product(s) Affected:

  • BlackBerry Enterprise Server 5
CollapseEnvironment
  • BlackBerry® Enterprise Server 4.0 to 5.0 SP3
CollapseOverview

Although the BlackBerry® Attachment Service is running and configured correctly, and the ports are bound, the following error appears when the BlackBerry® smartphone user attempts to open an attachment in an email message:

Attachment server not found

Please see the below checklist if the above error occurs

1)  Confirm that the BlackBerry Attachment Service is started

To start the BlackBerry Attachment Service, complete the following steps:

  • In the Windows® Control Panel, double-click Administrative Tools
  • Double-click Services
  • Right-click BlackBerry Attachment Service, and then click Start

2)  Check that the BlackBerry Attachment Service server name is localhost

Note: This cause does not apply if the BlackBerry Attachment Service is installed remotely.

To correct the attachment server name, complete the following:

  • In the BlackBerry Server Configuration tool, select the Attachment Server tab
  • In the Configuration Option drop-down list, click Connector Configuration
  • In the Server field, type localhost
  • Click Apply, and then click OK
  • In the Windows Control Panel, open Administrative Tools and double-click Services
  • Right-click BlackBerry Attachment Service, and then click Stop
  • Right-click BlackBerry Attachment Service, and then click Start
  • Right-click BlackBerry Dispatcher Service, and then click Stop
  • Right-click BlackBerry Dispatcher Service, and then click Start
  • This will cause a mailbox rescan. Email message redirection will be disabled during this time

Important: Restarting certain BlackBerry® Enterprise Server services delays email message delivery to BlackBerry smartphones. For more information, see KB04789.

3)  The computer hosting the remote attachment server was installed as a complete BlackBerry Enterprise Server, rather than just the attachment server component.  The BlackBerry Attachment Service of a full installation is not automatically configured to allow remote access from another BlackBerry Enterprise Server

Complete one of the following actions:

  • Remove the software from the remote computer and re-install just the BlackBerry Attachment Service component.
  • Change a registry key to allow remote access to the BlackBerry Attachment Service. For instructions, see KB04296.

Note: The BlackBerry Dispatcher on any BlackBerry Enterprise Server that is configured to use the remote attachment server must be restarted once all configuration changes have been completed.

Important: Restarting certain BlackBerry Enterprise Server services delays email message delivery to BlackBerry smartphones. For more information, see KB04789.

4)  With the release of BlackBerry Enterprise Server 5.0 SP2, it is possible to perform an installation without installing a local or configuring a remote BlackBerry Attachment Service. If this is performed, when a BlackBerry smartphone user requests to view attachments, the error message appears

Reinstall the BlackBerry Attachment Service on the BlackBerry Enterprise Server or deploy a remote BlackBerry Attachment Service. For more information on installing, see the Installing the BlackBerry Attachment Service section in the BlackBerry Enterprise Server Installation and Configuration Guide.

CollapseAdditional Information

For all other causes, reconfigure the BlackBerry Attachment Service Server Submit Port and Server Result Port values by completing the following steps:

  1. Open the BlackBerry Server Configuration tool.
  2. Select the Attachment Server tab.
  3. In the Configuration Option drop-down list, click Connector Configuration.

  4. Type a different port number in the Server Submit Port and Server Result Port fields. The valid range is 1024 to 65535.
  5. In the Configuration Option drop-down list, click Connector Configuration.
  6. Type the same port numbers used in step 4 for the Submit Port and Result Port fields.
  7. In the Configuration Option drop-down list, click Attachment Server.
  8. In the Server Port field, type the same port number that was typed in the Server Submit Port field in step 4.
  9. Click OK.

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