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Todd Long

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I have a client that sends many proposals, agreements, etc via email attachment. Since starting to use the New Webmail Client, which she loves, the recipients will, some times, not receive the attachment. In all occurrences, the recipient is running Outlook on Windows.

I have been able to duplicate a few times, but can't say exactly what causes it. When it happens, I DO see the attachment in Webmail and Outlook 2011 (Mac), but not in Outlook 2013 (Windows). It appears to be happening when sent from the New Webmail Client. The Old Webmail does not seem to have the problem.

Hoping someone has an idea to help.

Todd
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Jonas Rodrigues (Kerio)

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H Todd,

If you can see the attachment in Webmail and Outlook for Macs, the problem should not be on the New Webmail.

It sounds more likely to be an antivirus blocking the attachment in KOFF.

Please check to see if the recipient is using KOFF and if it has antivirus enabled, if so add KOFF folder to the antivirus exclusions.

I hope it helps.

All the best.

Kerio Technical Support
Log Support Incidents here: http://www.kerio.com/support
Also, please use our KB: http://kb.kerio.com
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Todd Long

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Hi Jonas,

Thanks for replying.

I've tested this on Outlook running on both Kerio as well as on Exchange, and the result is the same... no attachment visible in Outlook (Windows). The attachment is visible in both Kerio Webmail and in Outlook Web Access. There is no Outlook antivirus component running in either instance.

I have a copy of one of the messages that exhibits the behavior. I'd be more than happy to forward it to you if that would help.

Todd

P.S. I've forwarded the message mentioned above to everyone I can think of that runs Outlook (Windows) and no one has been able to see the attachment.

[Updated on: Mon, 15 April 2013 17:15]

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Jonas Rodrigues (Kerio)

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Hi Todd,

Just to clarify :

You are saying that it happens to a recipient which is non Kerio client using outlook and to a Kerio client using outlook right?

Please advise.

Kerio Technical Support
Log Support Incidents here: http://www.kerio.com/support
Also, please use our KB: http://kb.kerio.com
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Todd Long

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That is correct...

Todd
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Jonas Rodrigues (Kerio)

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Hi Todd,

I have tested your scenario here and I could not replicate your issue.

Please attach a copy of one of the messages that exhibits the behavior.

For quicker reply I would advise you to submit a support incident at www.kerio.com/support

All the best,




Kerio Technical Support
Log Support Incidents here: http://www.kerio.com/support
Also, please use our KB: http://kb.kerio.com
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