question

WW-6729 avatar image
1 Vote"
WW-6729 asked kootsoop-7890 commented

Gmail account in Outlook - missing attachments

Hi! Did anybody had issues with attachments when you connect private domain email account or gmail to Outlook client? We have a problem where Outlook somehow deletes attachments and delivers email but only in cases where private domain email account is connected to Outlook client or gmail (I've tested it with gmail, probably with yahoo or aol is the same). On the gmail side the attachment is visible and also on the webmail side of private email account is visible. On the smartphone side native samsung email client with private domain email account the attachment is also visible. The antivirus was checked, the email filters was checked, safe senders list in Outlook was checked, ISP sode was checked, email provider for private domain was checked and everything is fine at that side. Also when I connect gmail account to Outlook for smartphone the attachment is visible. The attachment format tested was .pdf, .txt, .zip and the result was the same - no attachment. When I compared the size of the emails it is clearly visible that the attachment is missing and also when you analyze the headers the part with attachment ia missing. The problem only occurs when the attachment is created in BI Publisher not with regular emails. I am going to inspect also the attachment, maybe there is something on that side but I am suspicious with that because the attachment is delivered when using .microsoft domain with Outlook client. Also there are no addins - I've checked the completly Outlook side aswell.

If someone had similar problems or has any clues I would be thankful!

Best regards!

office-outlook-itprooffice-itpro
· 1
5 |1600 characters needed characters left characters exceeded

Up to 10 attachments (including images) can be used with a maximum of 3.0 MiB each and 30.0 MiB total.

Something I forget to mention - tested with Outlook in safe mode and also on another computer. The problem is the same - no attachment.

Regards!

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WW-6729 avatar image
2 Votes"
WW-6729 answered kootsoop-7890 commented

Hello!

We managed to solve our problem. If anyone will have or already has similar problem the solution is in the message encoding. It should be set to multipart/mixed . We had this setting set to multipart/alternative. You can see this in message header:

MIME-Version: 1.0
Content-Type: multipart/alternative;

Best regards!

· 3
5 |1600 characters needed characters left characters exceeded

Up to 10 attachments (including images) can be used with a maximum of 3.0 MiB each and 30.0 MiB total.

HI GK-6729,

Was this a setting in Outlook? If so can you point us in the right direction as we cannot seem to find it.

Thanks.

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WW-6729 avatar image WW-6729 AdminAdmin-0398 ·

Hello,

tthis setting is not in Outlook. We had to change it in our internal application that uses BI Publisher to send email. So, if you have the similar issue you need to change the settings on the application that is creating email.

Best regards!

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Thank-you! This was my issue, too!

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JeffYang-MSFT avatar image
0 Votes"
JeffYang-MSFT answered JeffYang-MSFT commented

Hi @GK-6729,

What's the version of your Outlook? (File > Office Account > About Outlook). Please make sure you have upgraded your Outlook to the latest version.

The problem only occurs when the attachment is created in BI Publisher not with regular emails.

According to your description, seems that the key of your issue might be here. Please kindly forgive me not know much about the "BI Publisher" you mentioned here.

So, how did you create new email message and add the specific attachment? Via Outlook desktop client, "New Email" and "Attach File" to select the specific attachment file made from BI Publisher? Or those operations are all finished in your BI Publisher?

49747-15-05-57.png

Any update, please feel free to post back.


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15-05-57.png (11.7 KiB)
· 1
5 |1600 characters needed characters left characters exceeded

Up to 10 attachments (including images) can be used with a maximum of 3.0 MiB each and 30.0 MiB total.

Hi @GK-6729,
Just checking in to see if you have any further updates on this issue.

0 Votes 0 ·
WW-6729 avatar image
0 Votes"
WW-6729 answered WW-6729 commented

Hello!
The Outlook version is 50823-image.png



The attachment is created from our internal application that uses BI Publisher to do that - so the attachment is created inside the application not Outlook. What is interesting is that we received attachment in our gmail account (also aol, yahoo) but and also we received it on our domain email address with Outlook client. The problem is presistent when using gmail account in Outlook and also other private domains with Outlook as far we can tell because our clients are contacting us that they did not receive attachment. We managed to check it with one of our clients that uses cPanel services as email provider and we were convinced that the attachment is visible on their webmail side and also on smartphone with Samsung native email client but when used Outlook email client on the computer the attachment is missing. Also Outlook was completly checked and AV disabled but nothing helped. Thank you!

Best regards!


image.png (1.9 KiB)
· 3
5 |1600 characters needed characters left characters exceeded

Up to 10 attachments (including images) can be used with a maximum of 3.0 MiB each and 30.0 MiB total.

Hi @GK-6729,
Sorry for have not found any useful clues about this issue yet.
Have you tried forward emails with specific attachment from your web mail to your Outlook client?
And will the issue has any difference if you send the same email message in other forms(Plain Text format for example)?
In order to conduct further researches on your issue, we might need more tests to get more useful information about that.
Thanks for your patience and understanding. And if you have any update, please feel free to let me know.

0 Votes 0 ·

Just checking in to see if there is any update of your issue.

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WW-6729 avatar image WW-6729 JeffYang-MSFT ·

Hello JeffYang-MSFT!

Sending email from Outlook or OWA with same attachment works fine. This only occurs when the email is sent from our application no matter what format is attachment. I've tested it iwith .txt, .pdf and also .zip format. And also I have tested it with another email client (Thunderbird) and the situation is the same - no attachment. Could it be something with encoding that is happening in email clients but not on web versions?

Thank you!

Best regards!

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