The Document Conversion failed

[dlacsa]

Hello all,

We have BES version 4.1.4.15. Everytime a user attempts to open a jpg or tif file an error pops up saying "The Document Conversion failed". We can still view ppt(power point). This problem occured sometime last week. Do you think restarting the blackberry service will work?

Thanks!

[sniffs]

Do you run your attachment service as a separate server or as a service on your BES?

[dlacsa]

Thanks for the response!

How can I tell? Our BES server is at it's own separate box.

[sniffs]

log into the BES and open the Blackberry Server Configuration and go to the Attachment tab.. if it says "localhost" than it's running as a service on your BES.

Either way, either restart the service or restart the attachment server..

[dlacsa]

I was not able to locate the "attachment" tab in the server configuration but I did find the "Blackberry Attachment Service" within Computer management->Services in Exchange 2003.

I restarted the service and it still doesn't work. Should I power cycle the Blackberries or wait for a few more moments?

[dlacsa]

I was able to find the Blackberry Server Configuration and the attachment tab. Sorry I'm new at this.

In the distiller settings of the max size is set to "0" is there no limit on how big the attached file can open or it just means it won't open at all?

I attached a screenshot

[sniffs]

The 0 is normal..

See where it says Configuration Option with the drop down on the right? click that drop down and go to Connector Configuration and it'll tell you if it's running on a separate server.

[dlacsa]

It says local host

[sniffs]

Originally Posted by dlacsa

It says local host

ok so the service is on your BES.. If you've restarted the attachment service and it didn't work, might want to retry restarting the BES..

[dlacsa]

Ok. I'm going to restart BES in about 30 minutes or so.

After restarting BES, is there anything I need to do inorder for the Blackberry services to start?

[dlacsa]

This is strange, I manually "stop" and "start" the attachment service, immedately aftarwards I try to open an attachment and it worked!

But when I opened another attachment, it displayed a "The Document Conversion failed" error message.

When I manually "stop" and "start" the service again, the first attachment I opened worked but nothing else aftar wards.

Is there some sort of cache setting that I can configure?

[sniffs]

When you open the BB Server Config and go back to the Attachment Server tab, click on The Configuration Option down arrow and go to Test Attachment Service.

There's a Submit and Status button.. try the Submit to do the test.

Also, anything in the event viewer?

[dlacsa]

The test failed.

There is nothing in the event viewer aside from letting me know that the service successfully started.

I'm going to restart the entire BES server within a few minutes and see what happens.

[dlacsa]

I rebooted and so far so good. I was able to open 5 picture attchments in a row without fail.

Thats for all your help sniffs!

[RichFellows]

I had a weird problem the other day, could not get items to sync at all no matter what service I restarted. A server restart fixed that as well. Sometimes if all else fails, reboot.