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:
- The BlackBerry smartphone does not have the option to open attachments.
- The Desktop [CMIME] service book has incorrect information or is missing.
- If the BlackBerry smartphone is associated with a BlackBerry Internet Service account, the service book <email address> [CMIME] has incorrect information or is missing.
- The BlackBerry smartphone is configured to use BlackBerry® Desktop Redirector.
- 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:
- Install BlackBerry® Desktop Manager on the Windows® computer.
- Connect the BlackBerry smartphone to a computer.
- On the computer, open the BlackBerry Desktop Manager.
- Click Application Loader.
- Select BlackBerry Attachment Service from the list of applications to install.
- 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:
- On the Home screen of the BlackBerry smartphone, click Options > Advanced Options > Service Book.
- Highlight Desktop [CMIME], display the menu, and click Delete.
- When prompted to confirm the deletion, click Delete.
- 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:
- On the Home screen of the BlackBerry smartphone, click Options > Advanced Options > Service Book.
- Highlight <email address> [CMIME], display the menu, and select Delete.
- When prompted to confirm the deletion, click Delete.
- 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.