Questions

Cannt open PDF attachment in email from external sender

Tags:
+
0 Votes
Locked

Cannt open PDF attachment in email from external sender

credise08
Hi there,

I am facing a strange problem with email attachements in my company. We have 2 offices, one in Dubai and in UK. Dubai office uses 'username@dubaioffice.com' and UK uses 'usernameukoffice.com'. Here is the problem that i faced

When a customer sent an email with a PDF file attachement to 'ceo@dubaioffice.com' and a CC to 'secretry@ukoffice.com', the dubai user cannt open that attachement, but the UK user can open the attachement !.

When the dubai user trying to preview the attachement the following error occured

"This file cannt be previewed because of an error with the following Previewer
Adobe PDF Preview Handler
To Open this file in its own program, double-click it"

When Double-clicking, following error comes in adobe reader.

"Adobe Reader could not open 'xxxx.pdf' because it is either not a supported file type or because the file has been damaged (for example, it was sent as email Attachement and was not correctly decoded) "

Cannt open attachment both with OWA and Outlook 2007

After this problem faced i requested the uk user to forward the same email to the dubai user. and this time, Dubai user can open that PDF file without having any problem !.

Both UK and Dubai office uses the following configurations

1. Microsoft Exchange Server 2003
2. Microsoft Outlook 2007

The second problem which i am facing is

when a user in dubai office, letus say 'secretary@dubaioffice.com' sent an email with five PDF file attachement to an External email address, the recipient recieved only one PDF File instead of 5. all other 4 files lost. then i told the user to sent the same email to me 'admin@dubaioffice.com', i received that email with all 5 attachements!

Please help me to troubleshoot these two problems.. thanking you for rewieving
  • +
    0 Votes
    robo_dev

    Either the database on the Exchange Server is partially corrupted or the PDF file was created with a different version than the version of Adobe you have installed on your computer.

    To determine which problem it is, create a pdf file on your computer, then email it to yourself. Make sure you close Adobe afterwards. Then try to open the pdf file you just sent your self.

    If the file opens right away, then the problem is a version conflict. If not, then you need to look more closely at the database.

    +
    0 Votes
    TobiF

    Just an idea, have you checked that your internet connection in Dubai doesn't lose packets and/or synch?
    can you send and receive big files over ftp, for instance?

    +
    0 Votes
    credise08

    Hi TobiF,
    thanks for your reply. i checked the internet connection. there is no problem with internet. i can transfer big files over ftp without any problems. and moreover the same problem with PDF attachments happened again with the new email from the same customer. When the same email sent to gmail by that customer, no problem for receiving PDF. when i forward that email from gmail to the company email..no problem !.. Please help me ..thanks

    +
    0 Votes
    seanferd

    Sometimes data just becomes corrupted. Happens all the time.

    I ask because you don't mention more than one attempt.

    +
    0 Votes
    credise08

    Hi seanferd,
    another email with PDF attachment received from the same customer. same problem came again. then the customer sent email to Gmail and to UK. Then the forwarded copy from Gmail and UK can read PDF attachment.. The attachment Sizes only 85Kb..

    ***ahhh..i noticed a size difference for PDF attachment..
    Direct Sent Email : Attachment Size 113KB (Cannt Open)
    Forwarded Email from UK & Gmail : 83KB only (no problem for reading)

    +
    0 Votes
    TobiF

    My next guess is that you have a malware scanner that is checking mails and their attachments at the server.

    Either the buffer size of this scanner is not enough to hold a full mail with enormous attachments, and cuts the message after a couple of megabytes, thus throwing away whatever didn't make it into the message. So you'd typically get the first attachment(s) in full, then one will be delivered only partially and the rest discarded.

    Or possibly, some kind of timeout occurs, but I believe more in the first scenario.

    Try making that buffer bigger, or temporarily disable the AV scanner, just to establish that this is the culprit.

    +
    0 Votes
    credise08

    Our anti virus : Trend Micro.
    i noticed a size difference for PDF attachment..
    Direct Sent Email : Attachment Size 113KB (Cannt Open)
    Forwarded Email from UK & Gmail : 83KB only (no problem for reading)

    +
    0 Votes
    TobiF

    Text and binary information needs to be encapsulated and encoded when they are sent in emails. This will make the file larger.

    It looks as if something goes wrong, and your server or client doesn't realize that this was an encoded file, thus leaving the file in a "printable" and transmittable, but to you useless, state.

    It could be a problem around how MIME types are declared and construed between the sending and receiving servers.

    EditAdd: Try this. Search for "MIME decoder" and try to feed such a service with the 113 kb attachment.

    +
    0 Votes
    credise08

    Hi there,
    Today we (Dubai Office) received another email from the same customer and it contains excel attachments..we cannt open that. but for UK office email and the forwarded copy from UK of the same email can read the attachments.

    then i asked the customer to resend email..and this time also cannt open attachments

    1st & 2nd Direct Send attachment size : 722KB( Cannt Open)
    Forwarded attachment size : 534KB (Can Read)

    Please help to troubleshoot this problem. i think the following picture describes my problem very well.
    http://img15.imageshack.us/img15/3774/emailproblem.jpg

    customer email id 'xxxxx@ms37.hinet.net'

    +
    0 Votes
    OH Smeg

    It could be something as simple as a bad connection between the sender and the Dubai receiving Office.

    It could be Government Interference with all transmissions from that place/country/whatever.

    It could just be a version conflict between the Sender and Receiving stations. What have you done to try to Fault Find this? Even your post above has a size difference in the 2 attachments of 188 KB.

    So what am I missing here?

    Col

    +
    0 Votes
    credise08

    customer email id 'xxxxx@ms37.hinet.net'

    +
    0 Votes
    TobiF

    If you look into the mail headers (right click on the message in the message list and select "message options") then it can be interesting to see what you find about the originator in the internet headers.

    EditAdd: If your client sends the message via SMTP, then there may be strange headers directly from his computers email program.
    Maybe in combination with your Exchange not recognizing some specific file type declarations.

    +
    0 Votes
    OH Smeg

    From the Senders End but with the Security Services it could just as easily be that the sender is being monitored and that monitoring is interfering with the transmission onto the Dubai office.

    If I remember correctly didn't the Government in Dubai recently have a Issue with Blackberry and threatened to stop the use of those devices because they couldn't access any sent E-Mails to people in their country?

    It just sounds screwy enough to be something like that which there is no fix for but if that's not the issue and it's the only way to proceed here you need to check the senders end for problems.

    Col

    +
    0 Votes
    TobiF

    The encrypted blackberry services shall be discontinued on Oct 10.

    Many web sites with "improper" content are blocked. (Luckily, TR is not affected.)

    +
    0 Votes
    TobiF

    To drag the email into a folder in the file system, and then examine it with, for instance, Winmail opener http://download.cnet.com/Winmail-Opener/3000-2369_4-10469892.html

    My guess is that the sender's declaration of file type and type of encoding for some reason doesn't get through to your server.
    If you see that the file is marked as some kind of text file (or unknown), then I'm on the right way.

    What type of email server does your client use?

    +
    0 Votes
    credise08

    customer email id 'xxxxx@ms37.hinet.net'

    +
    0 Votes
    Juanita Marquez

    Are the attachments not launching Word, etc. when you click them in the email, or are you saving the attachments to your desktop and then trying to open them? Or do they not open at all, in either circumstance? I'm thinking since someone else can receive the same email and open the attachments, it is something to do with your Outlook client.

    Outlook will sometimes not open attachments when its temp attachment folder is too full. A solution you might try is to go into your registry in the location appropriate to your Outlook version to determine the names of your temp folders, then delete everything in that temp folder. When the temp folder is empty, you may be able to open the attachments within Outlook.

    http://support.microsoft.com/kb/817878/

    +
    0 Votes
    cka_idea

    Hi, I have exactly the same problem like credise08. I can open pdf attachment from external sender; But all pdf or other attachments from one of our office,(it's not BES ) , all the mail of this office are hosted by 1and1.fr.

    Did you find an issue?

    +
    0 Votes
    TobiF

    Just an idea, have you checked that your internet connection in Dubai doesn't lose packets and/or synch?
    can you send and receive big files over ftp, for instance?

    +
    0 Votes
    credise08

    Hi there,
    Today we (Dubai Office) received another email from the same customer and it contains excel attachments..we cannt open that. but for UK office email and the forwarded copy from UK of the same email can read the attachments.

    then i asked the customer to resend email..and this time also cannt open attachments

    1st & 2nd Direct Send attachment size : 722KB( Cannt Open)
    Forwarded attachment size : 534KB (Can Read)

    Please help to troubleshoot this problem. i think the following picture describes my problem very well.
    http://img15.imageshack.us/img15/3774/emailproblem.jpg

    customer email id 'xxxxx@ms37.hinet.net'

    +
    0 Votes
    cka_idea

    Hi, I have exactly the same problem like credise08. I can open pdf attachment from external sender; But all pdf or other attachments from one of our office,(it's not BES ) , all the mail of this office are hosted by 1and1.fr.

    Did you find an issue?

  • +
    0 Votes
    robo_dev

    Either the database on the Exchange Server is partially corrupted or the PDF file was created with a different version than the version of Adobe you have installed on your computer.

    To determine which problem it is, create a pdf file on your computer, then email it to yourself. Make sure you close Adobe afterwards. Then try to open the pdf file you just sent your self.

    If the file opens right away, then the problem is a version conflict. If not, then you need to look more closely at the database.

    +
    0 Votes
    TobiF

    Just an idea, have you checked that your internet connection in Dubai doesn't lose packets and/or synch?
    can you send and receive big files over ftp, for instance?

    +
    0 Votes
    credise08

    Hi TobiF,
    thanks for your reply. i checked the internet connection. there is no problem with internet. i can transfer big files over ftp without any problems. and moreover the same problem with PDF attachments happened again with the new email from the same customer. When the same email sent to gmail by that customer, no problem for receiving PDF. when i forward that email from gmail to the company email..no problem !.. Please help me ..thanks

    +
    0 Votes
    seanferd

    Sometimes data just becomes corrupted. Happens all the time.

    I ask because you don't mention more than one attempt.

    +
    0 Votes
    credise08

    Hi seanferd,
    another email with PDF attachment received from the same customer. same problem came again. then the customer sent email to Gmail and to UK. Then the forwarded copy from Gmail and UK can read PDF attachment.. The attachment Sizes only 85Kb..

    ***ahhh..i noticed a size difference for PDF attachment..
    Direct Sent Email : Attachment Size 113KB (Cannt Open)
    Forwarded Email from UK & Gmail : 83KB only (no problem for reading)

    +
    0 Votes
    TobiF

    My next guess is that you have a malware scanner that is checking mails and their attachments at the server.

    Either the buffer size of this scanner is not enough to hold a full mail with enormous attachments, and cuts the message after a couple of megabytes, thus throwing away whatever didn't make it into the message. So you'd typically get the first attachment(s) in full, then one will be delivered only partially and the rest discarded.

    Or possibly, some kind of timeout occurs, but I believe more in the first scenario.

    Try making that buffer bigger, or temporarily disable the AV scanner, just to establish that this is the culprit.

    +
    0 Votes
    credise08

    Our anti virus : Trend Micro.
    i noticed a size difference for PDF attachment..
    Direct Sent Email : Attachment Size 113KB (Cannt Open)
    Forwarded Email from UK & Gmail : 83KB only (no problem for reading)

    +
    0 Votes
    TobiF

    Text and binary information needs to be encapsulated and encoded when they are sent in emails. This will make the file larger.

    It looks as if something goes wrong, and your server or client doesn't realize that this was an encoded file, thus leaving the file in a "printable" and transmittable, but to you useless, state.

    It could be a problem around how MIME types are declared and construed between the sending and receiving servers.

    EditAdd: Try this. Search for "MIME decoder" and try to feed such a service with the 113 kb attachment.

    +
    0 Votes
    credise08

    Hi there,
    Today we (Dubai Office) received another email from the same customer and it contains excel attachments..we cannt open that. but for UK office email and the forwarded copy from UK of the same email can read the attachments.

    then i asked the customer to resend email..and this time also cannt open attachments

    1st & 2nd Direct Send attachment size : 722KB( Cannt Open)
    Forwarded attachment size : 534KB (Can Read)

    Please help to troubleshoot this problem. i think the following picture describes my problem very well.
    http://img15.imageshack.us/img15/3774/emailproblem.jpg

    customer email id 'xxxxx@ms37.hinet.net'

    +
    0 Votes
    OH Smeg

    It could be something as simple as a bad connection between the sender and the Dubai receiving Office.

    It could be Government Interference with all transmissions from that place/country/whatever.

    It could just be a version conflict between the Sender and Receiving stations. What have you done to try to Fault Find this? Even your post above has a size difference in the 2 attachments of 188 KB.

    So what am I missing here?

    Col

    +
    0 Votes
    credise08

    customer email id 'xxxxx@ms37.hinet.net'

    +
    0 Votes
    TobiF

    If you look into the mail headers (right click on the message in the message list and select "message options") then it can be interesting to see what you find about the originator in the internet headers.

    EditAdd: If your client sends the message via SMTP, then there may be strange headers directly from his computers email program.
    Maybe in combination with your Exchange not recognizing some specific file type declarations.

    +
    0 Votes
    OH Smeg

    From the Senders End but with the Security Services it could just as easily be that the sender is being monitored and that monitoring is interfering with the transmission onto the Dubai office.

    If I remember correctly didn't the Government in Dubai recently have a Issue with Blackberry and threatened to stop the use of those devices because they couldn't access any sent E-Mails to people in their country?

    It just sounds screwy enough to be something like that which there is no fix for but if that's not the issue and it's the only way to proceed here you need to check the senders end for problems.

    Col

    +
    0 Votes
    TobiF

    The encrypted blackberry services shall be discontinued on Oct 10.

    Many web sites with "improper" content are blocked. (Luckily, TR is not affected.)

    +
    0 Votes
    TobiF

    To drag the email into a folder in the file system, and then examine it with, for instance, Winmail opener http://download.cnet.com/Winmail-Opener/3000-2369_4-10469892.html

    My guess is that the sender's declaration of file type and type of encoding for some reason doesn't get through to your server.
    If you see that the file is marked as some kind of text file (or unknown), then I'm on the right way.

    What type of email server does your client use?

    +
    0 Votes
    credise08

    customer email id 'xxxxx@ms37.hinet.net'

    +
    0 Votes
    Juanita Marquez

    Are the attachments not launching Word, etc. when you click them in the email, or are you saving the attachments to your desktop and then trying to open them? Or do they not open at all, in either circumstance? I'm thinking since someone else can receive the same email and open the attachments, it is something to do with your Outlook client.

    Outlook will sometimes not open attachments when its temp attachment folder is too full. A solution you might try is to go into your registry in the location appropriate to your Outlook version to determine the names of your temp folders, then delete everything in that temp folder. When the temp folder is empty, you may be able to open the attachments within Outlook.

    http://support.microsoft.com/kb/817878/

    +
    0 Votes
    cka_idea

    Hi, I have exactly the same problem like credise08. I can open pdf attachment from external sender; But all pdf or other attachments from one of our office,(it's not BES ) , all the mail of this office are hosted by 1and1.fr.

    Did you find an issue?

    +
    0 Votes
    TobiF

    Just an idea, have you checked that your internet connection in Dubai doesn't lose packets and/or synch?
    can you send and receive big files over ftp, for instance?

    +
    0 Votes
    credise08

    Hi there,
    Today we (Dubai Office) received another email from the same customer and it contains excel attachments..we cannt open that. but for UK office email and the forwarded copy from UK of the same email can read the attachments.

    then i asked the customer to resend email..and this time also cannt open attachments

    1st & 2nd Direct Send attachment size : 722KB( Cannt Open)
    Forwarded attachment size : 534KB (Can Read)

    Please help to troubleshoot this problem. i think the following picture describes my problem very well.
    http://img15.imageshack.us/img15/3774/emailproblem.jpg

    customer email id 'xxxxx@ms37.hinet.net'

    +
    0 Votes
    cka_idea

    Hi, I have exactly the same problem like credise08. I can open pdf attachment from external sender; But all pdf or other attachments from one of our office,(it's not BES ) , all the mail of this office are hosted by 1and1.fr.

    Did you find an issue?