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Poco Forums • View topic - Attachments not seen by some customers

Attachments not seen by some customers

Help and advice on using PocoMail

Moderators: Eric, Tomas, robin

Attachments not seen by some customers

Postby Georges » Wed Mar 10, 2010 1:03 pm

We are used to send PDF attachments to our customers.

Some of them complain that they did not received any attachment.
We are sure these attachments were effectively sent as we can see them on an external gmail address we copy all our outgoing Emails.

At the beginning we though if was a wrong handling of the message from the receivers but as it happens on a regular basis we have to examine deeper the problem.

It seems that customer using MAC OS are the ones having the problem.
I had the opportunity to verify on a customer computer (MAC) that when going on his gmail account (web access) that the attachments we sent were not there.

Has somebody noticed or experienced the same strange behavior?

Thank you in advance for your suggestions.
Georges Hannelais
Mexico City
Georges
 

Postby Tomas » Thu Mar 11, 2010 11:15 pm

The only cases of lost sent pdf attachments I heard of were due to strict antivirus rules on the recipients server side or recipients antivirus messing up with the message, very rare.

Do they see at least the attachment icon in the message index in Gmail, or is it missing as well?

If you see the attachment on your Gmail and they can't see it on their Gmail, it seems to me it could be something with their browser or system, or with GMail. The first could be confirmed or excluded by checking your own Gmail account on their Mac OS system.
As for Gmail pdf corruption, I have found this thread:
http://www.google.com/support/forum/p/g ... 6362&hl=en
so the possibility can't be excluded either that it might be Gmail.

They could also try to hit Forward with such message, to check whether the attachment will not appear in the forward window. It's not very probably, but if it would appear that could mean some display problem (eg. due to browser).
Tomas
Tomas
Pillar of the Community
 
Posts: 1418
Joined: Sun Jul 25, 2004 1:34 am

Postby Georges » Fri Mar 19, 2010 7:17 am

Thank you Thomas for your suggestions.

Yes some Gmail customers reported problems with attachments but in our case we have noticed the missing attachments with differerent ISPs as hotmail.com, mac.com and others with their own domain.

The only analogy we found so far was the use of a Mac OS.

I found this thread:
http://discussions.apple.com/thread.jsp ... 5&tstart=0
Georges
 


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