Unable to open attachments on the BlackBerry smartphone

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

The BlackBerry smartphone user cannot open attachments on the BlackBerry smartphone.

Summary of Causes

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 is corrupt or missing.
3. If the BlackBerry smartphone is associated with a BlackBerry Internet Service account, the service book <email address> [CMIME] is corrupt or missing.
4. The Messages database is corrupt.
5. The BlackBerry smartphone is configured to use BlackBerry® Desktop Redirector.
6. The BlackBerry Attachment Service may be unable to write the temporary files necessary to process attachments.

Note: If service books or the Messages database is corrupt or missing, the BlackBerry smartphone displays the following error message:

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

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

Cause 2

The Desktop [CMIME] service book is corrupt or 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 select 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] is corrupt or missing.

Resolution 3

Delete the service book, 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 Messages database is corrupt.

Resolution 4

Clear the Messages database on the BlackBerry smartphone. For instructions, see article KB10396.

Note: If there is corrupt information on the Messages database, please discard any backup files that have been created. Restoring a corrupt backup file to the BlackBerry smartphone will restore the error.

Cause 5

The BlackBerry smartphone is configured to use BlackBerry Desktop Redirector.

Resolution 5

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 6

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

Resolution 6

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

If the issue is not resolved using the steps in the Resolution field of this article and your BlackBerry smartphone is associated with a BlackBerry Enterprise Server, complete the following tasks:

Warning: The following procedures will delete either all data, or all data and applications on the BlackBerry smartphone. Back up the data prior to performing the procedure.  For instructions, see article KB12487.

1. Delete all the data on the BlackBerry smartphone using the Wipe Handheld option. For instructions, see article KB02318.
2. Contact the BlackBerry Enterprise Server administrator and request that your BlackBerry smartphone be activated over the wireless network. For information, see article KB13850.

This article contains information previously documented in KB14401.