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10 Posts

06-18-2010

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Atrix 4G, Corp. Email Can't Download Attachments, Connection Errors

2011-03-29, 20:40 PM

our company utilizes exchange 2010 w/active sync for phones.    

i currently have a users atrix 4g and it will not download any attachments in the stock email app. i have tried over 4 different wifi networks and on regular cell data. i have changed the mobile network ap to at&t us (wap.cingular). i know i do not have 4g or hsupa? im in maine....we never see technology until 2 yrs after the fact.

i have just confirmed that i can see the same attachments in the gmail app.

alone with this attachment problem, intermittently there are connection errors on the Corp. email account. ill debug if there is a way.

lookin for anyone else having the same problems.

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187 Posts

03-14-2011

United States

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Re: Atrix 4G, Corp. Email Can't Download Attachments, Connection Errors

2011-03-29, 22:25 PM

My problem is not specific to Exchange. I cannot download any attachment that I receive. There is a preview button at the bottom of the message, but the usual message is that the file type is not recognized or could not be previewed. This is a major inconvenience for me as I frequently receive email with attachments that must be saved.

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10 Posts

06-18-2010

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Re: Atrix 4G, Corp. Email Can't Download Attachments, Connection Errors

2011-03-30, 13:34 PM

waiting on a moto reply, phone support is worthless on tech issues.....

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4825 Posts

03-15-2011

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Re: Atrix 4G, Corp. Email Can't Download Attachments, Connection Errors

2011-03-30, 13:46 PM

Please be a little more specific -

Are you using the MotoBlur "Messaging" application?

When you're in the universal mailbox and you open an item with an attachment, do you see the paperclip?

When you tap that icon, do you get the circle with the down arrow?

Do you get an animation that indicates the file is being downloaded?

Once the filename appears, when you tap and hold the filename, do you get an option to save/preview, etc, etc?

If using the GMail application there are certain file types you cannot download - I experienced that problem. Using the universal mailbox fixes that problem.

In addition - in the unversal mailbox settings there are options for how to handle attachments and whether to download full messages.

Lastly - have you spoken to other Android users, and are they having the same problem?

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10 Posts

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Re: Atrix 4G, Corp. Email Can't Download Attachments, Connection Errors

2011-03-30, 14:17 PM

Are you using the MotoBlur "Messaging" application? - MOTOBLUR Corp Sync Account

When you're in the universal mailbox and you open an item with an attachment, do you see the paperclip? - yes trying to download attachments fails

2011-03-30_10-00-30_415.jpg

When you tap that icon, do you get the circle with the down arrow? yes

Do you get an animation that indicates the file is being downloaded? yes but download fails

2011-03-30_10-00-44_208.jpg

Once the filename appears, when you tap and hold the filename, do you get an option to save/preview, etc, etc? holding the filename makes it try to download again which fails.

2011-03-30_10-01-55_752.jpg

In addition - in the unversal mailbox settings there are options for how  to handle attachments and whether to download full messages. - I have looked at all email settings and can find no options for attachments

Lastly - have you spoken to other Android users, and are they having the same problem? - I have a droid x, using the email app and have no problems at all, but im on vzw this phone is on at&t. my droid x also has very minimal blur running as well.

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Re: Atrix 4G, Corp. Email Can't Download Attachments, Connection Errors

2011-03-30, 14:17 PM
Attaching file "2011-03-30_10-00-44_208.jpg" (73KB)
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10 Posts

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Re: Atrix 4G, Corp. Email Can't Download Attachments, Connection Errors

2011-03-30, 14:17 PM
Attaching file "2011-03-30_10-01-55_752.jpg" (43KB)
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4825 Posts

03-15-2011

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Re: Atrix 4G, Corp. Email Can't Download Attachments, Connection Errors

2011-03-30, 14:51 PM

amartel wrote:

<lots of detail>

Thanks for all of that - the issue you are having seems to be between with the ActiveSync process.

A couple of things: there were some security changes in Exchange 2010 including restricting the number of authorized devices a user can be associated with, and the permissions for those devices. If your company allows it, the webmail server allows you to self-administer this. If you login to your Exchange Web there is a "Mobile Devices" tab and you can see all the devices you've setup. When I logged in there were 10+ - every device I'd ever used. I went through and deleted them all, then remove the account on my mobile device and re-synced. That fixed many of my inconsistencies.

The problem may also be a corporate security issue. If you have a Droid actively registered on a different carrier and pulling e-mail, Activesync may either not be allowing a second concurrent device, or is getting confused about where/how to deliver the attachments.

I also noticed you are on WiFi - are you within your corporate network? Does all other internet and data services work on your WiFi network?

Finally, if you call your IT department, ask to speak with your tier-2 e-mail support team. They can look at the active logs as you attempt to download the attachment and tell you what they're seeing.

I hope this all helps, feel free to write back. I'll be monitoring.

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15 Posts

11-17-2010

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Re: Atrix 4G, Corp. Email Can't Download Attachments, Connection Errors

2011-03-30, 15:19 PM

In addition to the steps listed in the previous reply, you may also want to have the Exchange admin verify if the Activesync policy "Allow attachments to be downloaded to the device" is Enabled and that "Maximum attachment size" is not set.

0 person found this solution to be helpful.

This helped me too

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Re: Atrix 4G, Corp. Email Can't Download Attachments, Connection Errors

2011-03-30, 15:25 PM

the user had 5 listings of mobile devices, i removed all unused instances.

the atrix 4g is on a different users exchange account, not mine w/droid x

everything works on our wifi network, i can browse websites and access web mail with no issues

im currently looking into the activesync logs

thanks for the replies

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