After selecting Tap to download on the BlackBerry PlayBook the attachment appears to start downloading but does not successfully open

Article ID: KB27085

Type: Support Content

Last Modified: 05-02-2012

 

Product(s) Affected:

  • BlackBerry Bridge for BlackBerry smartphones
  • Tablets
  • BlackBerry Enterprise Server
CollapseEnvironment
  • BlackBerry® Bridge
  • BlackBerry® PlayBook™
  • BlackBerry® smartphone
  • BlackBerry® Enterprise Server 4.1 to 5.0
CollapseOverview
When attempting to open an email attachment on the BlackBerry® PlayBook™ by selecting Tap to download the attachment appears to start downloading as Tap to download changes to Starting download... After a few seconds Starting download... reverts back to Tap to download and the attachment does not open.

The BlackBerry PlayBook will not display the attachment if the BlackBerry Smartphone is not able to download the attachment. The option to Open an attachment is not the same as Download. When using the Open option, an attachment is rendered by the respective email solution (BlackBerry Internet Service or BlackBerry Enterprise Server) for the BlackBerry smartphone and the size limitations are different than those of the Download option. Due to this the BlackBerry smartphone is able display attachments that the PlayBook cannot.
CollapseCause

Cause 1

As the BlackBerry PlayBook requires the attachment to be downloaded to the media card on the BlackBerry smartphone in order to successfully open (see KB26890 ) this will occur when the attachment exceeds the maximum download size of the email solution in use (BlackBerry® Internet Service or BlackBerry® Enterprise Server).

Cause 2

This issue can be caused by invalid service books.

Cause 3

The ability to download attachments to the smartphone may be disabled by an IT Policy.

Cause 4

The BlackBerry Enterprise Server does not support the ability to download attachments.

CollapseResolution

Cause 1

As the BlackBerry PlayBook requires the attachment to be downloaded to the media card on the BlackBerry smartphone in order to successfully open (see KB26890 ) this will occur when the attachment exceeds the maximum download size of the email solution in use (BlackBerry® Internet Service or BlackBerry® Enterprise

Resolution 1

If the message Attachment exceeds the maximum download size appears then this attachment cannot be downloaded and will not display on the BlackBerry PlayBook.

Using a BlackBerry Internet Service account the largest attachment size that will successfully open on the BlackBerry PlayBook is 2.9MB as this is the maximum download size supported by the BlackBerry Internet Service (see KB03592 ).

When using a BlackBerry Enterprise Server account the attachment must still be downloaded to the BlackBerry smartphone however depending on the version and configuration of the BlackBerry Enterprise Server the maximum download size for attachments will vary. For more information please see KB28000.

Cause 2

This issue can be caused by invalid service books.

Resolution 2

To resolve delete the Desktop[CMIME] service book for the affected account then resend it to the BlackBerry smartphone.

To delete a service book manually, complete the following steps:

For BlackBerry® Device Software 4.1 to 5.0:

  1. From the Home screen of the BlackBerry smartphone, go to Options.
  2. Select Advanced Options.
  3. Select Service Book.
  4. Highlight the Desktop[CMIME] service book.
  5. Press the menu button.
  6. Select Delete.
For BlackBerry® 6 and BlackBerry® 7:
  1. From the Home screen of the BlackBerry smartphone, go to Options.
  2. Select Device.
  3. Select Advanced System Settings.
  4. Highlight the Desktop [CMIME] service book.
  5. Press the menu button.
  6. Select Delete.

To restore a service book, complete the following procedure.

  1. From the Service Book screen.
  2. Press the menu button.
  3. Click Undelete.
  4. The last service book deleted will reappear in the list of service books.

Cause 3

The ability to download attachments to the smartphone may be disabled by an IT Policy.

Resolution 3

To determine if the attachment can be successfully download on the BlackBerry smartphone perform the following steps:

  1. Open the email with the attachment on the BlackBerry smartphone.
  2. Highlight the attachment and click the Menu Key.
  3. Select Download Attachment. (If the Download Attachment option is not present an IT Policy may have been set to disallow this feature).

Contact the administrator of the BlackBerry Enterprise Server for additional information and support with downloading attachments.

Cause 4

The BlackBerry Enterprise Server does not support the ability to download attachments.

Resolution 4

To determine if the attachment can be successfully download on the BlackBerry smartphone perform the following steps:

  1. Open the email with the attachment on the BlackBerry smartphone.
  2. Highlight the attachment and click the Menu Key.
  3. Select Download Attachment. (If the Download Attachment option is not present the BlackBerry Enterprise Server may not support the ability to download attachments ).

Upgrade the BlackBerry Enterprise Server to BlackBerry Enterprise Server 4.1 SP5 to 5.0. For for additional information please see KB27216.


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