Unable to Open Email Message Attachments on the BlackBerry Smartphone

Source: Article ID: KB10473 : Published on 04-29-2010

A smartphone user had issues opening attachments in his BlackBerry phone that was send as an attachment with an email. These documents are usually are open with a software called “Documents To Go” which comes with BlackBerry phones. This information is found in BlackBerry’s website.

Environment

  • BlackBerry® Desktop Manager 4.2 to 5.0
  • BlackBerry® Enterprise Server
  • BlackBerry® Internet Service
  • BlackBerry smartphones

Cause

This issue may be caused by one of the following:

  1. The BlackBerry smartphone does not have the option to open attachments.
  2. The Desktop [CMIME] service book has incorrect information or is missing.
  3. If the BlackBerry smartphone is associated with a BlackBerry Internet Service account, the service book <email address> [CMIME] has incorrect information or is missing.
  4. The BlackBerry smartphone is configured to use BlackBerry® Desktop Redirector.
  5. The BlackBerry Attachment Service may be unable to write the temporary files necessary to process attachments.

Note: If service books have incorrect information or is missing, the BlackBerry smartphone displays the following error message:

“More request could not be completed, service book information not found”

Resolution


Cause 1

The BlackBerry smartphone does not have the option to open attachments.

Resolution 1

Verify that the BlackBerry smartphone has the BlackBerry Attachment Service installed by clicking Options > Advanced Options > Applications. All applications installed on the BlackBerry smartphone are listed in alphabetic order.

To install BlackBerry Attachment Service on a BlackBerry smartphone, complete the following steps:

  1. Install BlackBerry® Desktop Manager on the Windows® computer.
  2. Connect the BlackBerry smartphone to a computer.
  3. On the computer, open the BlackBerry Desktop Manager.
  4. Click Application Loader.
  5. Select BlackBerry Attachment Service from the list of applications to install.
  6. Click Next and then click Finish.

Cause 2

The Desktop [CMIME] service book has incorrect information or is missing.

Resolution 2

Delete the Desktop [CMIME] service book and send a new service book by completing the following steps:

  1. On the Home screen of the BlackBerry smartphone, click Options > Advanced Options > Service Book.
  2. Highlight Desktop [CMIME], display the menu, and click Delete.
  3. When prompted to confirm the deletion, click Delete.
  4. Send a new service book. For instructions, see article KB04310.

Cause 3

If the BlackBerry smartphone is associated with a BlackBerry Internet Service account, the service book <email address> [CMIME] has incorrect information or is missing.

Resolution 3

Delete the service book, and then send the service books for the BlackBerry Internet Service by completing the following steps:

  1. On the Home screen of the BlackBerry smartphone, click Options > Advanced Options > Service Book.
  2. Highlight <email address> [CMIME], display the menu, and select Delete.
  3. When prompted to confirm the deletion, click Delete.
  4. Send the service books for the BlackBerry Internet Service. For instructions, see article KB02830.

Cause 4

The BlackBerry smartphone is configured to use BlackBerry Desktop Redirector.

Resolution 4

There is no attachment support when using BlackBerry Desktop Redirector. Configure the BlackBerry smartphone to use a BlackBerry Enterprise Server or the BlackBerry Internet Service.


Cause 5

The BlackBerry Attachment Service may be unable to write the temporary files necessary to process attachments.

Resolution 5

Ensure that there is free hard drive space on the computer running the BlackBerry Attachment Service.


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