Blank Email
Kelly
Good morning-
It seems ever since I've been on the new Blackberry OS 7, an email from untappd (beer check in comment, friend request, etc) is blank.
I can choose to get "plain text" in my options. If I do a device reboot, the FIRST email from untappd coming through since the reboot will show images. After that, they are blank.
Here's my handheld stats: 9930/7.1.0.267
This only happens with untappd. Any ideas or help appreciated.
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Support Staff 2 Posted by Greg Avola on 14 Apr, 2012 01:15 AM
Kelly,
This is definitely strange - however your email reader should not be on Plain Text - it should be on HTML. If you load the emails on your computer - do they work OK or it just on your phone?
Thanks,
Greg
3 Posted by Kelly on 14 Apr, 2012 02:05 AM
Thanks for the reply!
My email reader is always set on HTML. However, when I see the blank email from untapped, I can click the "blackberry" option button, and click on "get plain text", and then it shows the email in plain text.
After I do that, I can click on the "blackberry" button and choose "html", and it goes back to being blank.
The emails load fine on the computer.
I can take a screen shot and forward to you if you'd like.
Thanks!
Support Staff 4 Posted by Greg Avola on 14 Apr, 2012 02:15 AM
A screenshot would be great! Thanks!
Greg
5 Posted by Kelly on 14 Apr, 2012 01:36 PM
Attached is a screen shot of what the blank email looks like.
Thanks!
Support Staff 6 Posted by Greg Avola on 15 Apr, 2012 03:22 PM
Kelly,
This appears to be an issue with your phone - I'm not sure why it would be doing that. Do you have any third party email clients you could install on your phone to test?
Do you have an update available for your device's OS? What about other HTML intensive emails?
Thanks,
Greg
7 Posted by Kelly on 15 Apr, 2012 06:22 PM
I changed the email to a different account on my untappd account and had someone send me a check in comment. Same thing- blank email.
There are no updates for my OS. Any other HTML email shows up just fine. Very bizarre.
Kelly
Support Staff 8 Posted by Greg Avola on 16 Apr, 2012 02:32 PM
This is very interesting a strange. The emails are pretty standard HTML - which is why My mind is boggled.
Is this only for Friend Request or does it happen for Toasts and Comments from all users?
Thanks,
Greg
9 Posted by Kelly on 16 Apr, 2012 03:05 PM
Thanks for taking the time to help out with this! This happens for comments and Friend Requests from all users. I don't get toast notifications at all (I never have, I think that's a Blackberry thing).
What is weird is that if I do the battery pull, and get a comment or friend request, it comes through just fine- BUT only the first one.
I wonder if anyone else with OS 7 has this problem.
Support Staff 10 Posted by Greg Avola on 18 Apr, 2012 03:13 PM
I haven't' heard of this issue. Very strange. And you said that you don't have this problem with your other HTML emails?
11 Posted by Kelly on 19 Apr, 2012 03:34 AM
Nope, I do not have this problem with any other HTML emails. Untappd only.
Support Staff 12 Posted by Greg Avola on 23 Apr, 2012 01:57 PM
Kelly,
I've taken a deeper dive here and can't find any issue with this and I can't replicate it with BB Playbook and or BBOS7 devices.
There might be a problem with your phone - however it's hard to tell. The fact that it works perfectly on other mail browsers leads me to believe it might be an issue with the client phone OS.
Can you forward me the email that you cannot see to greg AT untappd DOT com?
Thanks,
Greg
13 Posted by Kelly on 23 Apr, 2012 02:27 PM
Greg,
I had two people comment on my check ins.
The first one was from another Blackberry user- and the email showed up fine, which is bizarre. She commented twice, and both times it showed up.
The second one was blank. I've forwarded both to you.
Here's another twist. Like I've said before, if I do a battery pull, and get a check in comment, the email shows up fine- with the images. If I get a second check in comment/email, it is blank.
Now when my Blackberry user friend commented on my email, it showed without the image, but it was not blank, and I was able to see the comment and user.
I can send some more screen shots.
Support Staff 14 Posted by Greg Avola on 08 May, 2012 11:40 AM
Hey Kelly,
I've actually seen this on a BlackBerry device I am working off of and I'm a little puzzled. Looking into this deeper.
Thanks,
Greg
15 Posted by Jeff on 29 May, 2012 05:53 PM
Hi - I'm having this same issue, but in reverse. I have a few users of our website on BB OS7.1 who receive our html emails completely blank. Other BB users get the emails just fine though. And for the OS7.1 users, the emails work fine on their computers and they can view the text version with no problem. It's only the html version on their BB that is blank.
Have you had any luck figuring this out?
16 Posted by Steve on 30 May, 2012 01:50 PM
I have this same issue on more than one OS 7.1 BB. It isn't all HTML email but once one of them opens blank the rest of the emails go blank when i open them. It doesn't happen all the time and if I open a text email and then open up an HTML email that was previously blank it will generally come back to showing me the HTML.
Support Staff 17 Posted by Greg Avola on 01 Jun, 2012 01:24 PM
I haven't any any luck with this - it's very strange. Is it all HTML emails or only Untappd ones?
Thanks,
Greg
18 Posted by Eugene on 05 Jun, 2012 06:53 AM
I've recently come across this issue on a different site's email and was told of a fix. In my case, iPhone related metatags were present in the HTML headers. Unfortunately, I don't know the specifics of the metatags.
My symptoms were, the emails sporadically appeared blank, However, I was able to scroll through the blank email and successfully click/follow links even though I couldn't select/copy/paste text or links from the email.
Hope this points you in the right direction.
19 Posted by kelly on 05 Jun, 2012 12:15 PM
Greg-
I'm seeing this now with email updates or newsletters from Twitter. NOT twitter notifications (ie, RTs, mentions, reply emails). Just their newsletter. HTH.
Kelly
Support Staff 20 Posted by Greg Avola on 11 Jun, 2012 01:30 PM
Very strange, can't really debug this - as everything is failing on my BB. Has their been any updates from the OS side recently?
Thanks,
Greg
21 Posted by kelly on 11 Jun, 2012 01:40 PM
I'm running the most recent OS and looked for an update just last night, and there is not one yet.
I wonder if BB can help with this one....I'd be more than happy to send them an email to tech support.
Support Staff 22 Posted by Greg Avola on 11 Jun, 2012 01:47 PM
Yeah - that might be the best play, since it's affecting HTML based email (including Twitter).
Let us know!
Thanks,
Greg
23 Posted by kelly on 11 Jun, 2012 02:27 PM
It's not easy finding a direct support email to RIM. They have support forums, but no direct email support. I'll see what I can find out. Thanks!
24 Posted by Jeff Tomberg on 11 Jun, 2012 02:50 PM
I think I might have figured this out - at least for my emails. I've done a lot of trial and error with one of my users who was receiving our emails completely blank. After dozens of test emails, I was able to get some to appear and others not on his bb. Turns out that it has to do with what type of html tags I'm using inside of tables. All other clients and other versions of the BB OS work fine, so I think this is a bug in the latest BB OS version.
Essentially, I have tables with a lot of nested tables in them. So I'll have [table] [tr] [td] [table] [tr] [td] [table] … and so on. If I put a non-table element inside one of the nested tables, the email will appear blank. For instance, [table] [tr] [td] [table] [tr] [[td] [p]… will cause a completely blank email. If I remove that p tag from the td, then the email works fine.
I'm going to do some more testing today, but hopefully this can help you too.
---
Jeff Tomberg
CEO, GroupValet
Streamlining Your Social Life
[email blocked]
C: 203-650-3598
Twitter: @GroupValet
Support Staff 25 Posted by Greg Avola on 04 Nov, 2012 02:55 PM
I know this is an old request - but as BB fixed this issue?
Thanks,
Greg
26 Posted by Kelly on 04 Nov, 2012 03:29 PM
Hi Greg,
Unfortunately, it is still an issue, but I have given up on it. I've contacted BB help and they were not able to solve the problem. But thank you for the check in!
Kelly
27 Posted by Trevor on 15 Nov, 2012 08:00 AM
This is happening as well with my twitter rts, dms, and favorite email messages. All my other html emails load fine minus the images. Only my twitter emails show a blank body. OS 7.1.0.746 Bold 9900 with AT&T
28 Posted by Kelly on 15 Nov, 2012 01:50 PM
I am now using 9930/7.1.0.580 (B1737) and am still having the same issue.
This definitely seems to be a BB issue. Wish they would reply/help/etc.
Support Staff 29 Posted by Greg Avola on 18 Dec, 2012 03:09 PM
Guys,
As there is nothing we can do about this one - I'm closing this ticket. Hopefully BB10 won't have this issue.
Thanks,
Greg
Greg Avola closed this discussion on 18 Dec, 2012 03:09 PM.