BlackBerry smartphone is unable to open email messages from the universal search feature

Article ID: KB29638

Type: Support Content

Last Modified: 03-19-2012

 

Product(s) Affected:

  • BlackBerry Bold 9900
  • BlackBerry Curve 9380
  • BlackBerry Torch 9860
  • BlackBerry Torch 9810
  • Porsche Design P’9981 smartphone from BlackBerry
CollapseEnvironment
  • BlackBerry® Bold™ 9900
  • BlackBerry® Curve™ 9380
  • BlackBerry® Torch™ 9810
  • BlackBerry® Torch™ 9860
  • Porsche Design P'9981 smartphone from BlackBerry®
  • BlackBerry® Device Software 7.1.0.163
  • DT 2404595
CollapseOverview
When using the universal search feature of a BlackBerry smartphone to find email messages, it is possible the BlackBerry smartphone will not open selected messages. No error message will appear. The BlackBerry smartphone will appear to be unable to open the selected message.
CollapseCause
In certain situations, the BlackBerry smartphone is unable to render the message in question, resulting in the appearance that the message cannot be opened.
CollapseResolution
The resolution has been implemented in BlackBerry Device Software 7.1.0.165. Please update the BlackBerry smartphone's software in order to resolve the issue. For more information on how to update BlackBerry Device Software, please visit http://blackberry.com/update
CollapseWorkaround
If no software update is available that resolves this issue, the search feature within the Messages folder of a BlackBerry smartphone will still allow messages to be opened. To use the search feature within the Messages folders, please do the following:

  1. From the home screen of the BlackBerry smartphone, click Messages.
  2. Click Menu and then Search, or click the S key.
  3. Type the search criteria into the search field, and select the desired messages

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