HTML Email, Please!

cjh91 · #1 11-11-2008 -

After reading every (literally) post/thread on HTML email, I am convinced that there must be a problem with my BB and/or service, because I cannot get "full" HTML email. I have an 8130 on Verizon's network running 4.5.0.77. I have two email accounts - one corporate running through BES and one personal through BIS. While the format of all email appears to be in HTML, I cannot get any images to download. The options are there to download, but nothing happens when I select either "Get Image" or "Get Images." I just see the empty image boxes. Yes, I have "Enabled HTML Email" to download images automatically in Email settings. Yes, Service Books have been resent for each account. Yes, I have registered the Host Routing Tables. (Although, HRT Verizon [1c40] won't un-bold even after registering.) Yes, I have deleted both email accounts and started from scratch. Have I missed something?

**RoGro** · #2 11-11-2008 -

cj,

Are you not getting HTML on BOTH work and personal e-mail accounts or just the work one?

Is the device owned by you or the company? If it's company owned, they could have a policy set up blocking this feature.

Let us know!

Thanks,
Roger

cjh91 · #3 11-11-2008 -

Yes, I am not getting HTML on both. I own the device, but it's set up on the company BES. I have had conversations with our IT Director, and he seems equally baffled. Is there something on his (BES) end that needs to be done?

**RoGro** · #4 11-11-2008 -

I'm no BES expert, but I'm pretty sure the BES version needs to be 4.1.6 (SP1?). Someone else can correct me on that if I'm wrong.

As for the BIS, unless your admin has inadvertently pushed a policy to your device, there's no reason that one shouldn't be working. Sounds like you've done all the right things.

cjh91 · #5 11-11-2008 -

I will double check with him to ensure we have the correct version, and to make sure an inadvertent policy wasn't set.

Thanks Roger,

Chris

cjh91 · #6 11-12-2008 -

Our IT Director has confirmed that our BES has the latest software and Service Packs, and NO policy has been pushed/set to prevent images from loading. He is having the same issue on his 8130. Are we the only ones having this issue? Are other Verizon 8130s having success with HTML email?

**RoGro** · #7 11-12-2008 -

Hey Chris,

Wow, sounds like you've got all bases covered here.

Try deleting the Service Books from your device (Options>Advanced Options>Service Book), then go out to your BIS and delete/re-add the e-mail accounts again. Resend Service Books, re-register and see if that helps at all.

If not, then I'd recommend a call into RIM. They should be able to provide the necessary information to get this working.

Regards,
Roger

cjh91 · #8 11-12-2008 -

Thank Roger. Given that I've been down the Service Books road more than once, I think contacting RIM is the best next step. I'll let you know how I make out.

Chris

**RoGro** · #9 11-12-2008 -

Originally Posted by cjh91

Thank Roger. Given that I've been down the Service Books road more than once, I think contacting RIM is the best next step. I'll let you know how I make out.

Chris

Then you HAVE physically deleted them from your handheld? You hadn't mentioned that before. If so, then yes, a call to RIM would be in order.

cjh91 · #10 11-12-2008 -

I have - twice. Sorry for not mentioning that earlier.

**RoGro** · #11 11-12-2008 -

No worries, Chris! Just wanted to make sure we've covered all the bases before having you spend what could be a considerable amount of time on the phone with RIM!

cjh91 · #12 11-12-2008 -

Thanks again Roger. I'll let you know how I make out with RIM as soon as I have a moment to contact them.

Chris

**RoGro** · #13 11-13-2008 -

Hey Chris! Just wondering how you made out with RIM. Please let us know!

Sherobin · #14 11-13-2008 -

Hey guys I am having the exact same issue. I have upgraded to os 4.5 on the 8110 and have all the right boxes ticked. Resent service books but only get the empty boxes too. Is there a solution to this that anybody knows of?

Sher

~via BB (wap.pinstack.com)~

**RoGro** · #15 11-13-2008 -

Hey Sher!

Sounds like you are getting HTML, but from within a message you'll need to press the BB menu button, then select Get Image(s). Unfortunately, externally linked images must always be invoked in this manner. Please see this article (in particular, the Note at the end) for a brief explanation.

If this does not work, go to Options>Advanced Options>Service Book and delete all your service books, log into your BIS account and resend to see if that helps.

Cheers,
Roger

Sherobin · #16 11-13-2008 -

Hey Roger

Thanks for the quick response. I read the link and although I understand that due to security reasons this does not work etc I have also tried the get images route but also that does nothing. I presume my last resort is to start from scratch again and send service books. Will give that a go and see what happens. Thanks

Sher
~via BB (wap.pinstack.com)~

**moderncowboy** · #17 11-13-2008 -

Sherobin try deleting the service books already on your device before resending them.

cjh91 · #18 11-15-2008 -

I apologize for the delayed response - little crazy at work. Anyway, after placing a call to RIM, it left us (me and IT Director) wondering how we could know more about this HTML email issue than RIM. We were informed by RIM support that it "needed to elevated to a higher level, and that someone would get back to us within 1 hour." What she was really saying was, I have no clue! It's been nearly 24 hours, and still no response. I am extremely disappointed in the ineptness and lack of follow through.

**RoGro** · #19 11-15-2008 -

Wow, sorry to hear that, Chris. Other people have had quite a different experience with the same issue, so it's interesting how yours has left a lot to be desired.

Really, all this should entail is for them to forcefully push out the required service books to get this working for you all.

Hopefully you'll get it resolved soon.

cjh91 · #20 11-15-2008 -

I agree Roger. Honestly, this is the only issue I have ever had with Blackberry (including tech support) in all my years using a Blackberry. I will keep you posted once this has been resolved.

Thank you!

Chris

cjh91 · #21 11-17-2008 -

Well, I am happy to report that the HTML email issue has been resolved! We finally spoke with a competent support rep at BlackBerry who was able to troubleshoot the issue. Here's what we learned:

HTML image transmission/display requires the Blackberry MDS Connection Service. On our server, that service was erroneously set to Manual. However, changing it to Automatic and/or manually Starting the service caused the Service to Start but immediately Stop, hence preventing images to load.

The resolution was to make a single change to the following Registry key:
1. Using RegEdit, navigate to My Computer\HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlS et\Services\Blackberry MDS Connection Service
2. Locate the ImagePath value in the right pane
3. Enter the name of the MDS Server between the last two double-quotes of the ImagePath value

Glad this has been resolved!

**RoGro** · #22 11-17-2008 -

Cool, Chris!

Glad you got it resolved.

SNW · #23 11-19-2008 -

Originally Posted by RoGro

...If this does not work, go to Options>Advanced Options>Service Book and delete all your service books, log into your BIS account and resend to see if that helps.

Cheers,
Roger

I recently upgraded my OS to 4.5.0.99 on my 8100. Wasn't getting html email until I resent Service Books. All is fine.

**RoGro** · #24 11-19-2008 -

Originally Posted by SNW

I recently upgraded my OS to 4.5.0.99 on my 8100. Wasn't getting html email until I resent Service Books. All is fine.

Good to hear, SNW!

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