Certain files are greyed out within the Files application on the BlackBerry Smartphone

Article ID: KB29016

Type: Support Content

Last Modified: 03-21-2012

 

Product(s) Affected:

  • BlackBerry Enterprise Server for Microsoft Exchange
CollapseEnvironment
  • BlackBerry® Enterprise Server 5.0 to 5.0 SP3 for Microsoft® Exchange.
  • BlackBerry Device Software 5.0 to 7.0
CollapseOverview

When viewing a network share with the Files application on the BlackBerry smartphone, certain files are greyed out.

If there is an attempt to access any of these files the following messages is displayed on the BlackBerry smartphone:

The server indicates you either have insufficient access rights or the file is too large for the requested operation.

CollapseCause

Cause 1

BlackBerry smartphone user does not have the correct access permissions to these files within the network share.

Cause 2

These affected files have been restricted due to their file size being larger than:

A) The Flow Control > Maximum data amount permitted per connection (KB) setting.

B) Media Content Type entry setting for that file type.

Cause 3

The affected file type have been restricted by a media content type entry within the BlackBerry Administration Service console.

CollapseResolution

Cause 1: BlackBerry smartphone user does not have the correct access permissions to these files within the network share.

Resolution 1

Make sure that the BlackBerry smartphone user's windows account has the correct permissions to these files.

Cause 2: These affected files have been restricted due to their file size

Resolution 2

A) Make sure that the Maximum data amount permitted per connection (KB) value is equal or higher than the affected file size. This can be done by performing the following steps:

  1. Login to BlackBerry Administration Service as an administrator.
  2. Go to  Servers and Components > BlackBerry Solution Topology > BlackBerry Domain > Component View > MDS Connection Service  > MDS_CS Instance name > General Tab. 
  3. Click on Edit Instance option at the bottom of this page
  4. Under the Flow Control Section on this page update the value for the Maximum data amount permitted per connection (KB), so that it is equal or higher in value to the size of the affected file.
  5. Once finished editing, click on Save all option at the bottom of the page.
  6. Restart the MDS Connection Service to apply the change. 

Note: There is a limit to how large this value can be set to, refer to  KB19894 for more details.

B) Check and confirm if there is an entry in the Media Content Type section within the BlackBerry Administration Service for the affected file type and whether the maximum file size value is equal or above the size of the affected file.

  1. Login to BlackBerry Administration Service as an administrator.
  2. Go to  Servers and Components > BlackBerry Solution Topology > BlackBerry Domain > Component View > MDS Connection Service > Component information tab. 
  3. Under the Media content type section verify within the list if it contains an entry for the file type specific to the affected file.
  4. For the affected file type, click Edit Component, then under the Media Content Type section, click on the edit button (green wrench) and update the value of the Maximum KB/Connection field to the value required.
  5. Once finished editing, click on Save all option at the bottom of the page.
  6. Restart all MDS Connection Service instances to apply the change. 

Cause 3: The affected file type have been restricted by a media content type entry within the BlackBerry Administration Service console.

Resolution 3

Check if the affected file type in the Media Content Type has been disallowed in the BlackBerry Administration Service. To change the setting:

  1. Login to BlackBerry Administration Service as an administrator.
  2. Go to  Servers and Components > BlackBerry Solution Topology > BlackBerry Domain > Component View > MDS Connection Service > Component information Tab 
  3. Select Edit Component at the bottom of this page, under the Media Content Type section, click on the edit button (green wrench) for the affected file type and change the Disallow Content setting to False.
  4. Once finished editing, click on Save all option at the bottom of the page.
  5. Restart all MDS Connection Service instances to apply the change.

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