[Jon_iz]

I'm a BB noob..

I have just bought a Bold 9900. I have a hosted Exchange 2010 account that also runs BESx.
I seem to have a bit of a problem such that when I hit "get images" in HTML mails on the BESx account, the images don't appear, I see the data traffic icon in the top right corner flickering and after about a minute or so the image placeholders in the email body get red "x" in them. The Enable HTML Email and Download Images automatically boxes are both checked. Confirm External Image Download is greyed out with a padlock icon next to the checkboax and cannot be changed.

However, if I forward any offending email to my GMail acount (BIS), and hit get images, they are downloaded and show correctly. If I then go back to the BESx account and view the original email, the images are now present - so I assume they are cached on the device once downloaded?

In order to try and fix the problem, I have had long dialogue with the Exchange/BESx host, who assures me that my settings are the same as all the other users on their servers. They have checked with other users and no one else is having the same "Get Images" failure (They have thousands of users spread across their servers)
So, I have deleted the service books for the BESx account and pulled the battery and had the service books resent from the BESx server. No change.
I have done a secure wipe and set up from scratch again and several batteyr pulls. It's still the same.

The BESx provider doesn't have any more ideas.
I have called my Network provider (Orange UK - domestic SIM only tariff for BB, not a business tariff) and had the SIM provisioning pushed out again, just in case that was the problem. Still the same.

So I've run out of ideas other than trying the following next:
Delete the BESx account and service books again, then do a secure wipe, followed by a full factory reset from Desktop Manager>Help>Support Resources>Support Tools>Reset to Factory Settings, then start from scratch again.

The only other thing I can think of doing is reflashing the firmware.
If I flash the firmware without backing up, will this achieve the same as secure wipe/factory reset?

Current firmware version is 7.1 bundle 1149 (V7.1.0.342 platform 5.1.0.276)
The device is not provisioned with Enterprise Activation by default, so I have to download the Enterprise Activation App from BB App World to enable BESx sync after each wipe.

Have I missed anything with respect to other options to fix this or does anyone have any simpler/better ideas?

[pkcable]

Ok I am doing 2 things to try to get you help here. I am moving the thread to our BB Admins Forum, PLUS I sent a call out to someone I think MAY be able to help. It's WELL above my pay grade unfortunately.

[Jon_iz]

Thanks, looking forward to some confirmation of my thoughts!

[Jon_iz]

Bump..

Here's the latest update (still not fixed):
I have a BB Bold 9900, it’s on latest firmware (7.1.0 Bundle 1149), which was supplied by Brightpoint GB.
My cellular provider is Orange UK.
I have a hosted Exchange 2010 service that has BES Express bundled with it - which I have to assume is the current version with all patches

So here’s the rundown...
The BB has a BESx and Gmail email accounts on it.
All contacts, tasks, notes, email bodies, calendar etc. sync without issue on the BESx account.
All Gmail syncs OK – I don’t sync Cal or contacts from Gmail.

Now..
If I have an HTML email in the BESx account, that has images embedded into the mail, they will show OK.
If I have an HTML email in the BESx account that has image placeholders and uses links to pull in images (an email from Amazon / Paypal / Ebay or similar that has their logos in placeholders in the email is a good example of what I referring to), so that you have to hit “Get Images” to show the images in the email, then after a couple of minutes after pressing “Get Images”, I get red “x” in the placeholders and the images are not shown – as if they can’t be found.
If I follow the usual “If you are having problems viewing this email, click here to open it in a browser” link in an email, I can always see the browser version OK, but this doesn’t allow the linked images to be shown in the email.
If I forward the email onto my Gmail account (from the BB), wait for it to be received, open it in Gmail and select “Get Images”, then the images are downloaded and displayed in a couple of seconds, if not automatically in the Gmail account.
If I then go back to the BESx account and look at the mail I have just forwarded, I can now see the images, with no further action – so this suggests they are now cached on the device.
The problem exists if I am connected via 3G, Edge, Wi-Fi or UMA (on Orange), with all enabled or only Wi-Fi or cellular.
There are no error messages displayed, other than the red “X” in the place holders.

This is what I have done so far:
Deleted the BESx service books, rebooted and had them sent out again.
Done a local secure wipe (all data) and reset the device with BB Desk top Manager (at least twice!)
Had the BESx account deleted and reconfigured at least 3 times.
Had a new clean IT policy created and pushed out to the device
Then all in one go, remote wiped, had the BESx account deleted, the connection to the Exchange account severed, then locally secure wiped to remove all user data, reset to factory defaults via the Support Tools in Desktop Software and then reflashed the device and started from scratch, only loading Enterprise Activation and reconnecting to the BESx server - no other software installed.
None of the above fix the issue.

In the BB email preferences for BESx:
Enable HTML email and download images automatically are both checked.
Confirm External Image download is greyed out, with the box unchecked and a padlock next to it – so I can’t change this item with the default IT policy. When the blank IT policy was pushed out, this removed the lock and I received notification that images would be downloaded etc, but the placeholder still gets the red "x" - so this didn't fix it either. (Device rebooted / battery pulled)

I have spoken with Orange CS (to someone in the UK who had a brain) who escalated to Small Business, even though it’s a domestic account, to check that there isn’t any provisioning on the account that could cause it – there isn’t, as they have no control over the BESx data tunnel.
The Exchange host insists that no one else has this problem on their servers, all my settings are the same as everyone elses and there is nothing else they can do without making server wide changes, which they are not going to do.
I know one other person who has a hosted account that resides on the same server, different domain though - they don't see this problem.
The Exchange host (Simply Mail Solutions) has run out of ideas to try, so I (we) now welcome any suggestions that might reveal what the problem is or how it can be fixed. (Perhaps a data logging option on the device or BESx?)

There's still an open support ticket with Simply Mail Solutions, if anyone from RIM or a BESx Guru would like to pick this one up and ask SMS for information!

Help!!