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PDF doesnt show in email but does when forwarded
Question asked by Heimir Eidskrem - 10/9/2020 at 12:02 PM
Answered
H
Not sure what this could be or if its server or client side.

Email comes into client (Outlook 365 apps for biz).
It shows a winmail.dat file as the only attachment.  
Language is English.

When he forwards the email the pdf attachment is in the new recipients email.

I would guess this is an encoding issue but not sure how to troubleshoot this.
I also think I might have read something in the forum but I can't find it.

Could someone please point me in the right direction. 
P
Paresh Parmar Replied
11/30/2020 at 1:58 AM
Yes. pdf email disturbed all text in shows winmail.dat. is there any solution for the same. 

Regards
Paresh    
H
Heimir Eidskrem Replied
11/30/2020 at 9:47 AM
Paresh,
Are you seeing this using MAPI or IMAP?
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Mike Mulhern Replied
12/16/2020 at 12:39 PM
MAPI in my case.  It is not on all emails but some of the PDFs that are fine in webmail are .dat in outlook client.
FrankyBoy Replied
12/18/2020 at 8:36 AM
Hi, I have some clients configured in MAPI that have this problem. In webmail all is OK but not in Outlook.

Found any Workaround?
Thomas Lange Replied
12/18/2020 at 10:43 AM
Create a support-ticket and atach original message where the pdf is missing/not showing up as .eml-file to Smartertools support.

Already some month ago I had a few issues with PDF-attachments not showing up using MAPI/Outlook and support was able to solve these issues by sending them the .eml-files to analyse//reproduce.
FrankyBoy Replied
12/18/2020 at 11:07 AM
Thank You Thomas, already made it this morning but they do not work Friday. Will probably resolve it next Monday.

Do you remember what they made to your server config to resolve it?

Thanks in advance!

Regards,

Francis
Thomas Lange Replied
12/18/2020 at 12:29 PM
Francis, after SnarterTools support figured out what is going on / what is going wrong with your .eml and MAPI you probably have to wait unti the fix will be in next public build / or it could be they will give you a custom build already including the fix.

are you running latest public release build 7642 ?
We are on this build and our employees did not report any fileattachments-issues/not showing up using MAPI/Outlook. But I suppose there could still be some combinations/special encoding issues that some file-attachments could make trouble/not showing up at other SmarterMail installations.

Best way is to send the original mesage saved as .eml and screenshots of the email in Webmail and screenshot of the email in Outlook/MAPI - so that they can see what is the "difference" or what is not showing up at MAPI/Outlook.


And yes, I know - SmarterTools does not work on Fridays officially - I understand that they could need an extra free day each week. So answers to standard support-tickets and even comments at community forum by SmarterTools you probably have to wait until start of next week.
FrankyBoy Replied
12/18/2020 at 12:44 PM
Thank You Thomas for these infos.

yep, it's the latest release (7642). We (our company and our clients) are all French speaking people, so text encoding or other language-related situation is probably the origin of the problem. It's not the first time that the language is the origin of some of some bugs in Smartermail.. (heheh sorry for my poor english).

Regards,

Francis
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Mike Mulhern Replied
12/22/2020 at 5:15 AM
I have users experiencing the exact same problem with some PDFs.  I do not think it has anything to do with language.  I have also put in a trouble ticket.
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Heimir Eidskrem Replied
12/22/2020 at 9:08 AM
Mike,
Are you seeing this in MAPI or IMAP
M
Mike Mulhern Replied
12/22/2020 at 9:43 AM
Hi Heimir---

MAPI.  

I've have other issues re: MAPI > Outlook too.  

Occasional issues in Outlook where the PDF is not present at all in the email but is present on the webmail side.  

Biggest issue, which I posted on the forum today: sometimes when an email is replied to or forwarded, the original copy of that email disappears in Outlook, present in Webmail.

Trouble tickets submitted for all problems.  I was told they would look at the problems but was not provided a 'fix' timeline per se.

To me these are major issues in Outlook functionality I hope that they would want to fix ASAP---especially where emails 'disappear.'  When emails 'disappear' users start to question the service.  I just switched over to smartermail thinking that MAPI was working so we'll see how fast they can correct.
FrankyBoy Replied
12/22/2020 at 9:52 AM
Opened a ticket and Kyle told me that they are aware of this, will have access to a custom build next week. Will take a bit longer due to holiday break.
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Mike Mulhern Replied
12/22/2020 at 12:10 PM
Hi Frank---  I was also just informed .DAT problem s/b fixed for next build.  Thanks.
Ionel Aurelian Rau Replied
6/28/2021 at 6:19 AM
Interestingly, since Build 7845 (Jun 24, 2021) we`re experiencing a similar issue: for some emails we receive with an PDF attachment, if opening the mail in WebMail, the attachment is present, but if opening it in Outlook, there is no attachment. If forwarding the email from WebMail, the attachment will show up both in Outlook and WebMail.

Anyone else also seeing this?

EDIT: We`re using Outlook 2019 from the stand-alone MS Office 2019 Pro Plus package, fully updated. We sync via MAPI with Smartermail.
Sébastien Riccio Replied
6/28/2021 at 6:33 AM
Hmmm outlook using which protocol ? IMAP/EAS/MAPI ?
Sébastien Riccio
System & Network Admin
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Mike Mulhern Replied
6/28/2021 at 6:51 AM
The issue has come back for us as well.  We are having both forwarded emails between SM accounts lose attachments as well as inbound emails from outside where attachments don't appear.  The problem is random, inconsistent and the PDFs are in Webmail but not in MAPI > Outlook 2016/2019.

I recently went back and forth with tech support for about two weeks regarding.  The solution thus far is to re-synch the account in question.  This solves the problem for a little while but eventually it re-appears.  In addition, re-synching the account is very disruptive to the user and not a long term solution in my opinion.

My understanding from my back and forth with tech support is that they believe it might be a problem in my environment.  I am doubtful of this but am open to any information to the contrary.  Just re-reviewing this thread I know there are others with the same problem.

I would suggest opening a tech support ticket to reinforce that there is a genuine problem as I consider the problem to be a major issue that needs to be addressed.
Employee Replied
6/28/2021 at 7:38 AM
Employee Post
Hi Ionel, Mike, 

Thanks for making us aware of this. Will you please submit a support ticket with the details, and provide a copy of the EML(s) for our internal testing? We are not able to replicate this issue locally on Build 7845. 

Thank you,
M
Mike Mulhern Replied
6/28/2021 at 10:38 AM
Hi Andrea---
Next time it occurs and I am aware of it I will get the information to you.
Ionel Aurelian Rau Replied
6/29/2021 at 12:31 AM
Indeed we submitted a ticket and will send there the EML for internal testing.
Employee Replied
7/1/2021 at 3:02 PM
Employee Post Marked As Answer
Hello all, 

Thank you for your patience! I want to let you know that this MAPI attachment issue has been addressed in Build 7852 which is available for download here: 
Ionel Aurelian Rau Replied
7/2/2021 at 6:20 AM
Thank you, we upgraded and had no more complaints for now.
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