question

MTran-2950 avatar image
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MTran-2950 asked ChristyZhang-MSFT commented

Outlook desktop blocking wav attachment, only 1 user

Hi,
Apologies if I am posting in the wrong place. I am hoping someone can shed some lights or give me some suggestions.

I have one user, only one user, having this strange issue. She receives voicemail in her email with a wave attachment, but Outlook desktop app blocks this wave file (voice.wav). The attachment is not blocked in OWA. It is not blocked by our mimecast email filtered. It only gets blocked when it hits outlook desktop app.

What I did so far: used Level1Remove reg hack, completely re-installed office suite, logged her onto a totally different machine to see if it was her profile, put in a ticket with MS Support > the result was nothing worked!

I just don't know where else to look. No one has this problem in our organization. The affected user is on Windows 10 20H2. The strange thing here is, once in awhile outlook would let the wave attachment through, but most of the time, it blocks it with the message "outlook blocked access to the following potentially unsafe attachments".

If you have any suggestions for me to try, greatly appreciate it!

Thank you!

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

ChristyZhang-MSFT avatar image
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ChristyZhang-MSFT answered ChristyZhang-MSFT commented

Hi @MinaTran-2950 ,

Welcome to our forum!

According to your description, I have done research on the error "outlook blocked access to the following potentially unsafe attachments" you mentioned and found an official documentation on this: Outlook blocked access to the following potentially unsafe attachments, which introduces several methods to solve the problem of unable to open attachments.

If you can contact the sender, it is recommended that you try to request the sender:
1. Compress this attachment before sending.
2. Change the suffix of this attachment before sending. After you receive the email, save the attachment and modify it yourself.

If you can only operate after receiving this email, and if you have permission to change the outlook attachment security behavior, it's suggested that you could modify the registry and change Outlook's attachment security behavior. For specific steps and more information, please refer to the official documentation above.
(It should be noted that if you modify the registry by mistake, serious problems may occur. Please back up the registry before operation.)

Hope to help you!


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Thank you for your response. I have exhausted all of my research on Google before posting here. Yes, I read the MS article you posted and did all that as well. I would say, there was nothing that I did not do. The fact that the issue only affects one user is what puzzling. Not to mention I have also gone thru all the troubleshooting with MS support tech. The email comes from our IP phone system by the way. It is an automatic VM that sends out a wav attachment. No one experiences the issue, just one user.

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Hi @MinaTran-2950 ,

Thanks for your reply!

In order to avoid the impact of not updating the version, please confirm to update your outlook client to the latest version.

In addition, according to my research, I found that in some posts, some users mentioned that setting the sender as "Never Block Sender" would also be very helpful. It's suggested that you could try to check if there're any differences.
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Hi @MinaTran-2950 ,

I am writing to see if there is any progress on the issue. If you have any questions or need further help on this, feel free to post back.

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ChrisWittry-0043 avatar image
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ChrisWittry-0043 answered

I don't have an answer, but I am also experiencing this same issue. I have several users, in several different organizations, all of them have the same brand of phone system (Fortivoice by Fortinet) and Outlook is blocking their WAV voicemail attachments with this same message. I have tried all of the recommended REGEDITs and none of them work. My users are all on 20H2 with all Office 365 updates installed. Hopefully this info helps find a common thread here.

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MTran-2950 avatar image
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MTran-2950 answered ChristyZhang-MSFT commented

I finally got the issue resolved. The fix was creating a mail flow rule in Exchange Online below.

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Anyone out there with similar issue, perhaps give this a try. Set the sender according to your VM system.

Hope this helps.


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Hi @MinaTran-2950 ,

I'm glad your problem has been solved. Would you mind marking your reply as an answe? Which would benefit others who also has similar issues in forum. Warm thanks.

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