Unable to open attachments after upgrading the BlackBerry Enterprise Server

Article ID: KB23810

Type: Support Content

Last Modified: 12-15-2011

 

Product(s) Affected:

  • BlackBerry Enterprise Server for Microsoft Exchange
CollapseEnvironment
  • BlackBerry® Enterprise Server 5.0 SP2 to 5.0 SP3 for Microsoft® Exchange
  • BlackBerry® smartphones
  • iManage WorkSite Mobility 8.3 SP3
  • Microsoft® Exchange Server
CollapseOverview

When attempting to open an attachment on the BlackBerry® smartphone the Open and Preview options are missing or the following error message is displayed:

This attachment type cannot be viewed on your device.

Additionally, the BlackBerryExtension.exe process stops responding and there may be hundreds or thousands of EXTS log files generated daily.

CollapseCause
This issue is caused by iManage WorkSite Mobility installing its own version of the MAPI32.DLL file. This interferes with the version of the MAPI32.DLL file that the BlackBerry Enterprise Server uses which only becomes apparent when the BlackBerry® Enterprise Server is upgraded to 5.0 SP2 or SP3.
CollapseWorkaround

1. Uninstall the iManage WorkSite Mobility 8.3 SP3 Software on the BlackBerry Enterprise Server
2. Perform a re-installation of Microsoft Exchange Server MAPI Client and Collaboration Data Object 1.2.1.


CollapseAdditional Information
For more information on the re-installation of Microsoft Exchange Server MAPI Client and Collaboration Data Object 1.2.1, see KB15779 and perform the steps as highlighted in the section Update a previous MAPI Client to Microsoft Exchange Server MAPI Client and CDO 1.2.1.

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