Cannot play voicemail on 8703e

[Elrohir59]

Hello. We have a BES 5 SP1 MR 1 environment, running on Windows Server 2008 servers. All users can play their voicemail on their handhelds except those that have 8703e handhelds. Their 8703e handhelds do not play WAV or WMA files. I've talked to RIM and opened cases and we have tried the following:

1. Reinstall the 8703e OS.
2. Install the Windows Media Format Package (RIM KB19555)
3. Install the Windows Desktop Experience (RIM KB13547/KB19467)

None worked. RIM now says that they cannot solve the problem, and their suggestion is to replace the 8703e handhelds with newer BlackBerry models. Our provider is Telus and the handhelds have the latest Telus OS build for the 8703e, v4.2.1.110. This is not the latest OS build for the 8703e (the latest is v4.5.0.165) but we cannot force this OS onto the handhelds because we will loose Telus support.

Any ideas, please?

Thanks.


Elrohir59

[dpeters11]

The first thing that comes to mind is an unsupported codec. If that's the case, you're probably stuck unless you change codecs on your voicemail and possibly have other issues (decreased quality, larger file size etc.) You could load 4.5 and see if it does work (you can always take it back to the carrier supported version if needed.)