BlackBerry Forums Support Community

Boo-meringue · 05-21-2012, 04:25 AM

Cross posting this from Crackberry.com - hope that's ok!

Bit of a strange one here. We patched our BES (on Exchange) from 5.0.3 MR4 to MR7 last Thursday. The upgrade went smoothly and everything appeared fine afterwards.

Since then however it's come to light that users are not getting images when using the browser on their handsets, the image is replaced with the standard red X. Aside from this web pages load normally. This issue seems to be affecting all of our 350+ Blackberry users on different software versions and handsets (I've tested software version 4 and 5).

I've checked obvious things (handset settings, MDS settings on BAS) and everything looks ok. Our BES policy locks handsets down to Blackberry Browser only so there's no way that the WAP browser is being used.

MDS goes via our internal proxy server, and I'm able to get images fine if I browse the internet in IE from the actual BES. However, the same problem occurs if I browse internal sites on a Blackberry - meaning that the issue is probably not proxy-related.

Any ideas?!

Boo-meringue · 05-21-2012, 06:58 AM

I've raised a call with O2 about this (we can't speak to RIM directly). As part of the troubleshooting I've set up a handset on a default policy and tested the wap/internet browser - this works fine but Blackberry browser still doesn't load images.

freakinvibe · 05-22-2012, 02:18 AM

Check the event log (Application log) of the BES and also the MDAT log. It should point you to the root cause of this.

Boo-meringue · 05-22-2012, 03:55 AM

I've sent an extract of the MDAT log to O2 but they don't seem to be particularly knowledgeable.

One odd thing to come out of the troubleshooting I've done: if I disable the proxy completely in BAS then external sites don't work (as you'd expect) but internal sites then work correctly with images.

freakinvibe · 05-22-2012, 04:03 AM

How have you configured the proxy mappings in BAS? AUTO, PAC or PROXY? What is the universal resource locator that you are using?

Boo-meringue · 05-22-2012, 06:45 AM

I'm using the catch-all .*://.*(:\d*)?(/.*)*(\?.*)? with PROXY proxy.ourorganisation.com:8080.

freakinvibe · 05-23-2012, 01:54 AM

One problem is definitely that even the internal traffic is going through the proxy which doesn't make sense. So I would suggest you use a config file (pac or wpad).

It still doesn't explain why pictures are not displayed for external sites. Under Component View, check the MDS Connection Service. Under the heading of "Media content type" you have

image/*

What settings do you have there?

Boo-meringue · 05-23-2012, 03:45 AM

For image/* I have a Maximum KB/Connection of 5120, with Disallow Content set to NO.

Boo-meringue · 05-23-2012, 03:47 AM

And I agree with what you say about internal sites - I'm not actually sure how it was working, it should not be possible to access our internal sites via the proxy. I can only assume that the MDS has some intelligence built in which tells it to bypass the proxy for internal addresses.

I've now added explicit DIRECT proxy mappings for our internal sites though!

freakinvibe · 05-23-2012, 03:47 AM

That's what I have as well and it works for me. So I guess it is really the MDAT log that might help (switching on the debug mode might be necessary).

Boo-meringue · 05-23-2012, 05:02 AM

I've done some more testing and I've found that some sites do load images properly.

Sites that load properly:
Yahoo! UK
http://www.ebay.co.uk

Sites that don't load images:
Google
BBC - Homepage
http://www.amazon.co.uk

I'm also noticing that I'm getting a lot of HTTP Error 400: Bad Request errors. I'll get this error and won't be able to load a site, then 10 minutes later it'll work!

freakinvibe · 05-23-2012, 05:17 AM

Ahh, could it be that you have scalable HTTP turned on on BES? See:

KB23933-After a BlackBerry Enterprise Server update, BlackBerry smartphone users are unable to browse to web sites

Turn off scalable HTTP and scalable Sockets and test if it works ok.

Boo-meringue · 05-23-2012, 05:37 AM

That seems to have fixed the HTTP errors - thanks! Still the same issue with images though.

Boo-meringue · 05-24-2012, 08:27 AM

freakinvibe, I'm seeing some weird behaviour on my internal sites now, I'm not sure if I've specified the URLs correctly.

Say your internal site is http://internal.myorg.com - would you just attach the DIRECT mapping to "http://internal.myorg.com" or is there something more to it?

MisterGriffiths · 05-24-2012, 08:55 AM

Try

http://internal.*

Boo-meringue · 05-24-2012, 10:00 AM

That's better, thanks MisterGriffiths. Seems the wrong way round though - because of the way domains work *.myorg.com would surely make more sense than internal.* ?

Anyway, just glad it's working!

I'm pretty sure the image issue is being caused by our proxy somehow. Now I know the internal sites are bypassing the proxy and I can see that images are loading properly on them, whilst external sites still show the issue.

Boo-meringue · 05-24-2012, 10:52 AM

Ok here's something strange. If I go to the google homepage on a handset it just gives me a red cross instead of the google logo. However, if I choose "full image" from the browser menu it shows me the Google logo image.

The images aren't being blocked, the browser just isn't displaying them? Can't think what could cause that.