Unable to open email message attachments on the BlackBerry smartphone

Article ID: KB10473

Type: Support Content

Last Modified: 07-03-2012

 

Product(s) Affected:

  • BlackBerry Internet Service
  • BlackBerry Desktop Software for Windows
  • BlackBerry Enterprise Server 5
  • BlackBerry Business Cloud Services
CollapseEnvironment
  • BlackBerry® Desktop Manager 4.2 to 5.0
  • BlackBerry® Enterprise Server
  • BlackBerry® Business Cloud Services 
  • BlackBerry® Internet Service
  • BlackBerry® smartphones
CollapseOverview

The BlackBerry® smartphone user cannot open attachments on the BlackBerry smartphone.

 

Note: If service books have incorrect information or are missing, the BlackBerry smartphone displays the following error message:

More request could not be completed, service book information not found

 

Complete the following steps until resolution is obtained:

 

Step 1 - The BlackBerry smartphone does not have the option to open attachments. (BlackBerry Device Software 5.0 or lower ONLY)

Note: This step only works within Microsoft Windows.

Verify that the BlackBerry smartphone has the BlackBerry Attachment Service installed by clicking Options > Advanced Options > Applications. All applications installed on the BlackBerry smartphone are listed in alphabetic order.

To install BlackBerry Attachment Service on a BlackBerry smartphone, complete the following steps:

  1. Install BlackBerry® Desktop Manager on the Windows® computer.
  2. Connect the BlackBerry smartphone to a computer.
  3. On the computer, open the BlackBerry Desktop Manager.
  4. Click Application Loader.
  5. Select BlackBerry Attachment Service from the list of applications to install.
  6. Click Next and then click Finish.

Note: Attachment service is included in BlackBerry® 6 to BlackBerry® 7.1 and is not a separate application. 


Step 2 - The Desktop [CMIME] service book has incorrect information or is missing.

Delete the Desktop [CMIME] service book and send a new service book by completing the following steps:

  1. On the Home screen of the BlackBerry smartphone, click Options > Advanced Options > Service Book.
  2. Highlight Desktop [CMIME], display the menu, and click Delete.
  3. When prompted to confirm the deletion, click Delete.
  4. Send a new service book.

Step 3 - If the BlackBerry smartphone is associated with a BlackBerry® Internet Service account, the service book <email address> [CMIME] has incorrect information or is missing.

Delete the service book, and then send the service books for the BlackBerry Internet Service by completing the following steps:

  1. On the Home screen of the BlackBerry smartphone, click Options > Advanced Options > Service Book.
  2. Highlight <email address> [CMIME], display the menu, and select Delete.
  3. When prompted to confirm the deletion, click Delete.
  4. Send the service books for the BlackBerry Internet Service. For instructions, see article KB02830.

Step 4 - The BlackBerry smartphone is configured to use BlackBerry® Desktop Redirector.

There is no attachment support when using BlackBerry Desktop Redirector. Configure the BlackBerry smartphone to use a BlackBerry® Enterprise Server or the BlackBerry Internet Service.


Step 5 - The BlackBerry Attachment Service may be unable to write the temporary files necessary to process attachments.

Note: This step is only needed when the BlackBerry handheld is enterprise activated.

Ensure that there is free hard drive space on the computer running the BlackBerry Attachment Service. Older BlackBerry Enterprise Server log files can be deleted to make additional space.  These log files are saved by default to the following location c:\Program Files\Research In Motion\BlackBerry Enterprise Server\Logs

CollapseAdditional Information

If the issue is not resolved using the steps in the Resolution field of this article and the BlackBerry smartphone is associated with a BlackBerry Enterprise Server, complete the following tasks:

Warning: The following procedures will delete either all data, or all data and applications on the BlackBerry smartphone. Back up the data prior to performing the procedure. For instructions, see article KB12487.

  1. Delete all the data on the BlackBerry smartphone using the Wipe Handheld option. For instructions, see article KB02318.
  2. Contact the BlackBerry Enterprise Server administrator and request that your BlackBerry smartphone be activated over the wireless network. For information, see article KB13850.

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Visit the BlackBerry Technical Solution Center at www.blackberry.com/btsc.