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Outlook PDF attachment not seen by 1user

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10 replies

by tink56

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Environment:
--No Exchange server
--Email provided by ISP
--Outlook XP
--Windows 2000 network

Sally@xyz.com sends an email with a PDF attachment to us:
theresa@mycu.com (me--office)
jim@mycu.com (jim--office)
jim@home.com (jim's personal home email)

I see the email and it's attachment.
Jim can see it at home in his email.
However, Jim cannot see the attachment in his office email.

He can open the email, click File>Save attachments and the SaveAs dialog box will open with the attachment in the SaveAs window. He can save it to his hard drive and then open it.

Also, I can forward my email from Sally to Jim and he can 'see' the attachment. He can also forward his email from home to the office and see the attachment.

I and others can send PDFs or other attachments and he can see them just fine.

Sounds to me like an anomolie on Sally's end but does anyone have any idea what or why? The only thing I know right now is that she is on a Mac.

10 replies

by oz_media

Microsoft's knowledgebase has a lot of similar but not exact situations. I found one that may relate to your condition because when mail is sent from his home to his office there is no problem.
This may be due to an incorrect Default E-mail configuration durin gsetup of Outlook on the workstation.

Three configurations are available during initial setup and they will change whether the files can be seen in the preview pane.
- Corporate/Workgroup using Exchange Server
(CW-EX).
- Corporate/Workgroup using Internet Mail
(CW-IM).
- Internet Mail Only (IMO).

If you have a network administrator (this may be you)that has setup the clients it is a good idead to make sure that the correct format is being used before changing as in the following steps.

To change the default e-mail format, follow these steps:
-On the Tools menu, click Options.
-On the Mail Format tab, Click to select the desired format from the "Send in this message format" list.
-Click Apply and OK.This is a shot but you never know. I also assume that you are not receiving error messages because they weren't mentioned. Also, make sure you have the latest Outlook service packs installed.
Let me know how it goes and we can move forward from there.

by fred07

HI and no, I believe the annomally is in Jim's pc. IF these are multiple sent emails they should appear on all receivers the same. From your post I am led to believe this is true, ie; multiple to all users same time. If not, then have Sally send as multiple recievers and check the outcome. Please use "comment" to add the info. Hope this helps.

by bctouw

Have you tried the following ?

Microsoft Knowledge Base Article - 235309
Outlook E-mail Attachment Security Update

by tink56

I apologize for being remiss in following up on this. After receiving everyone's comments and printing out the various recommendations I contacted the user (Jim) to arrange a time when I could use his PC to work on the problem.

He said the problem mysteriously disappeared! He now gets the emails from Sally and can see the attachments.

However, two of Jim's employees are now reporting the same problem Jim originally had. It only occurs with email attachments from Sally.

I did learn that Sally uses a Mac. I have asked these employees to contact her and ask 1) what email program she is using and 2) ask her partner to send similar emails with attachments to them.

Arrrgggh! I will reveiw all your recommendations and let you know what I find.

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