000024153 - BlackBerry doesn't see *.sdtid email attachment for software token

Document created by RSA Customer Support Employee on Jun 14, 2016Last modified by RSA Customer Support Employee on Apr 21, 2017
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Article Number000024153
Applies ToRSA SecurID Software Token for BlackBerry Handhelds 2.0
Authentication Manager or ACE/Server
IssueBlackBerry handheld receives email, and it shows the attachment name, but it does not show as an attachment
email with software token is missing the paperclip attachment symbol
Email with attachment x-rimdevice-*.sdtid was sent AFTER the software token 2.0.1+  was properly installed, which is the proper method
CauseBlackBerry handheld is not properly processing attachment in its email software. This may be caused by a problem in the handheld software, handheld configuration, or server configuration
ResolutionWorkaround: Since the problem is with BlackBerry, you will need to contact them to fix the attachment issue. As a workaround, have the end-user forward the email from the BlackBerry handheld  to the same handheld,  and verify the forwarded email shows the attachment symbol. The user should then open the new email, scroll all the way down to the attached token, and import it.
NotesAlso see Primus BlackBerry Software token does not show as an attachment to resolve an issue with teh same symptom but a different cause
Legacy Article IDa35659