"This attachment type cannot be viewed on your device" appears after an upgrade to BlackBerry Enterprise Server 5.0 SP2 to SP4

Article ID: KB23759

Type: Support Content

Last Modified: 11-05-2013

 

Product(s) Affected:

  • BlackBerry Enterprise Server 5
CollapseEnvironment
  • BlackBerry Enterprise Server 5.0 SP2 to SP4
  • BlackBerry smartphones
  • Interwoven WorkSite Mobility
  • Cerience RepliGo Server
  • Cisco Unity Mobile Message Access for BlackBerry
  • GigaTrust for BlackBerry
CollapseOverview

Trying to open a file attachment on the BlackBerry smartphone generates the following error message:

This attachment type cannot be viewed on your device.

Additionally, the BlackBerryExtension.exe process continuously crashes and there may be hundreds or thousands of EXTS log files generated daily, with the following line present in each:

[16006] (09/29 00:00:34.119):{0x3774} [EXTS] No extension dll has been successfully initialized.

The CTRL log displays the following lines repeatedly:

[40000] (08/20 01:26:42.342):{0xFA0} Starting 'Unnamed' extension 1...
[30000] (08/20 01:26:42.358):{0xFA0} 'Unnamed' extension 1 started as process 4224
[30000] (08/20 01:26:43.358):{0xFA0} 'Unnamed' extension 1 stopped. Exit code = 0

In some cases, the above log lines will not appear, however, the following event viewer application events may be logged in Windows Event Viewer on the BlackBerry Enterprise Server:

Source:        BlackBerry Extension 1
Event ID:      16009
Level:         Error
Keywords:      Classic
Description:
[EXTS] Extension BBAttachBESExtension doesn't exist in the system.

CollapseCause

The following can cause this issue:

Cause 1

One or many third-party extension plugins have been installed on the BlackBerry Enterprise Server, but were not properly registered in the BlackBerry Administration Service prior to a BlackBerry Enterprise Server upgrade.

Cause 2

The BBAttachBESExtension.dll file has been deleted or does not exist on the BlackBerry Enterprise Server.

Cause 3

iManage WorkSite Mobility is installed on the server and its own version of the MAPI32.DLL file has been installed. 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.

CollapseResolution

Cause 1 

One or many third-party extension plugins have been installed on the BlackBerry Enterprise Server, but were not properly registered in the BlackBerry Administration Service prior to a BlackBerry Enterprise Server upgrade.

Resolution 1

  1. Disable or uninstall the 3rd party software.
    Note: If uninstalling the 3rd party software is not an option, exporting and deleting its registry keys, then restarting the BlackBerry Controller service may have the same effect.
  2. Confirm there are no third-party DLL files located in HKEY_LOCAL_MACHINE\SOFTWARE\Research In Motion\BlackBerry Enterprise Server\Agents\Plugins.
  3. Restart the BlackBerry Controller service.
    Important: Restarting the BlackBerry Enterprise Server or its services may delay message delivery to BlackBerry smartphones.
  4. If the third-party software is still required, it can be reinstalled at this time. 

Note: Once the third-party extension is installed, ensure that the steps under the "Extension plug-ins for processing messages" section in the BlackBerry Enterprise Server Administration Guide, which can be found at docs.blackberry.com, have been followed to complete registration of the plugin with the BlackBerry Enterprise Server. 

 
Cause 2

The BBAttachBESExtension.dll file has been deleted or does not exist on the BlackBerry Enterprise Server.

Resolution 2

Run a repair or re-run the BlackBerry Enterprise Server setup. 

 
Cause 3

iManage WorkSite Mobility is installed on the server and its own version of the MAPI32.DLL file has been installed. 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 to SP4.

Resolution 3 

Complete the steps in KB23810.

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