[syoulden]

We have a Domino BES 2.2 SP4 service and a separate attachment server (again 2.2 SP4) which, up until a couple of days ago, were working fine together. At some point, attachments no longer display on the Blackberries. We have rebooted both servers, submitted test documents on the BES server successfully, changed the attachment server setting on the BES server from the DNS name to the IP address of the attachment server We have opened up a call with RIM, but have not been able to resolve the problem yet. Is there anything else that can be checked, verified that can pinpoint where the problem might be? There has been no changes to either the BES server nor the attachment server.

[BBTechGuy]

The question I'd ask is what happens when you try to retrieve an attachment?

[syoulden]

What happens at the handheld is that you do see some activity showing communications, some of which seems to be in both directions. Then the communications stop and the attachment simply shows the clock that is normally displayed when it is waiting. At some point (not sure how long), it will eventually turn into an X indicating that it failed. We have even reinstalled the attachment server per one of RIM's recommendation. This is an example of what shows in the BES server log:
40000] (12/09 12:31:01):{0x878} TransID=-1, get the next attachment attachment=, Success=0x0000000D
[40000] (12/09 12:31:01):{0x878} TransID=-1, get attachment info attachment=2005 goals.doc, Success=0x0000000E
[40000] (12/09 12:31:01):{0x878} TransID=-1, Enter _CanConvertFile function attachment=2005 goals.doc, Success=0x0000000A
[40000] (12/09 12:31:01):{0x878} TransID=-1, Extension is .doc attachment=2005 goals.doc, Success=0x0000000A
[40000] (12/09 12:31:01):{0x878} TransID=-1, original support format is |doc|dot|xls|pdf|ppt|wpd|zip|txt|htm|html| attachment=2005 goals.doc, Success=0x0000000A
[40000] (12/09 12:31:01):{0x878} TransID=-1, support format is |doc|dot|xls|pdf|ppt|wpd|zip|txt|htm|html| attachment=2005 goals.doc, Success=0x0000000A
[40000] (12/09 12:31:01):{0x878} TransID=-1, the searched string is |doc| attachment=2005 goals.doc, Success=0x0000000A
[40000] (12/09 12:31:01):{0x878} TransID=-1, extension is handled |doc| attachment=2005 goals.doc, Success=0x0000000A
[40000] (12/09 12:31:01):{0x878} TransID=-1, Leave _CanConvertFile function attachment=2005 goals.doc, Success=0x0000000A

[BBTechGuy]

Have you checked to make sure the Attachment Server ports are Listening? In Exchange they are 1900, 1999 and 2000. Domino BES likely uses the same ones.

[syoulden]

We have done all the usual troubleshooting, including that the submit and results ports match. A netstat -a on both machines looks good. We even see some activity on the BESCONVERT.EXE task, telling us it is getting to the attachment server fine. We have now reinstalled the attachment server to no avail. RIM has been less than helpful on this one, not being to provide any way of tracking the flow to see exactly what is going on. Another classic example of software that is designed without any built in troubleshooting tools.

[TheBerryGuru]

Was anything changed in your network, firewall ....etc?