blackberry curve not downloading full email

dade

got an issue on a blackberry curve.

basically the user is complaining that they can only see the first 2 - 3 sentences and also can't access attachments. I'm pretty useless when it comes to these yokes but it sounds to me that it is only downloading the headers and not the full mail. would i be right?

how would i go about sorting that out so the full mail is available?

whisht

Hmmm, could be getting headers only, or it could be just pulling in first page of email.... If its first page, this will sort it

Go in to messages, press the Blackberry button (on the left of trackball) select options, then general options and look for "Auto more" and change to yes. Then go back out using the key on right of trackball and you will be prompted to save changes. Make sure you save it. Now when they get an email, as they scroll down, it will automatically pull in more of the message

dade

tried that it was already set to auto more.

SO i tried enterprise activation again. that failed So I'm sending out the service books again.

Kurn

have you tried going into a single message and selecting 'more all' and see if that pulls the selected message? Just to see if thats where the problem might me?...

teddybored

I'm assuming this is on a BES and not working as a BIS yes?

Did sending out the Service Books help?

Have you checked the profile on the BES to ensure that there is nothing set up here? Have you tried to delete the profile from the BES and re-add it? If you want to try these two first and let me know how you get on.

whisht

dade wrote: »

tried that it was already set to auto more.

SO i tried enterprise activation again. that failed So I'm sending out the service books again.

Ah, so its BES and not BIS
I am not familiar with BES, but in my BIS settings, I select the particular email address and choose filters and if I click on Add Filter, I am given options, and one of them is, "when message arrives, forward to device" and in that section I can tick a box called " Header Only"

Is it possible that there is a filter setup which is setting it to do this?

teddybored

Ya on BIS you can do that and it works perfectly

However with BES its is completely up to the BES Admin what they let the user recieve and do on the device. They have very little control over it. To be honest I would guess this is where the problem is and not anything on the device itself - and have just had a quick look through my own Blackberry for settings and they are not showing (but I am working off BIS and not BES as well )

Actually I should have asked the OP as well in my last post, Are you the BES Administrator yourself or is somebody else?

whisht

Exactly. I would assume he needs to be BES Administrator to access these settings as other than the "auto more" setting on the Blackberry itself, all other settings will be server side

teddybored

Yip! Personally I'd hate to be on a BES - but then again I'm a bit of a control freak

dade

teddybored wrote: »

I'm assuming this is on a BES and not working as a BIS yes?

Did sending out the Service Books help?

Have you checked the profile on the BES to ensure that there is nothing set up here? Have you tried to delete the profile from the BES and re-add it? If you want to try these two first and let me know how you get on.

yeah it's BES.

I've had a look at the profile and can't see anything jumping out at me.
The Service books also didn't seem to help. Was talking to him yesterday and sent him a test mail. he can receive mine but can't reply which is bizarre.

gonna delete his profile and set him up again when he gets back to the UK just in case there's some issue with him roaming over in Singapore.

wirelessdude

is he with o2 or vodafone?

teddybored

Hey,

Sorry I havent had a chance to have another look at this...

Have you had a chance to remove him from the BES and re add him?