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When a SmarterMail user (we have SM 4.3) receives an attachment, she cannot open or view the attachment when the attachment is clicked.

Has anyone seen this problem?  It happens whether IE or Firefox is used.

The user opens the email, sees the attachment, clicks on the attachment, and the content area of the screen is BLANK.

What's going on?  Are others seeing this?  What is the solution?

If you try to "Save Target As..." in IE to download the attachment, it wants to save a document called "frmReadMail_Attachment.aspx" which doesn't do any good at all. 

Screen shots can be seen on our web site. 

The first one is a shot of the email, showing the MS Excel attachment.

http://www.hpymca.org/images/email_with_attachment.gif 

The second shot is what the user sees when she clicks on the attachment.

http://www.hpymca.org/images/attachment_clicked.gif

Any HELP would be greatly appreciated.
 

I've seen this behavior with a PDF file.  The issue turned out to be that the Acrobat Reader on the users PC was an older version and could not read the newer format.  If there are problems opening an Excel file, try saving the attachment as a Office 2003 Excel file and resend it and see if you user can open the file.

I am having the exact same problem....... Has anyone found and answer to this yet?

We too are getting this error.

I have checked MIME and different types of excel and pdf files and still getting the same thing. That is - blank screen in Internet Explorer. However, I do get an error message in FireFox which may help someone diagnose the problem:

XML Parsing Error: no element found
Location: http://servername/main/frmReadMail_Attachment.aspx?folder=Inbox&uid=1&partid=4&filename=testing.xls&user=testing&mapped=False
Line Number 1, Column 1:

 

Pls check this post out and respond to it if you can help me resolve this issue. It is similar to the this

 http://www.smartertools.com/forums/t/16253.aspx

 

Thanks Lance 

I have taken a look at the post and the only bit of straight advice appears to be to add the attribute executionTimeout="n". I have doen this and there is no joy.

 The error that we are having is the behaviour of smartermail webmail when an attachment is clicked on results in a blank page in IE and the above error in Firefox. If I right-click on the attachment link and do a save target as, the file I am offered to save is:

frmReadMail_Attachment.htm

 This file does not exist anywhere in the folder structure exposed by IIS, but frmReadMail_Attachment.aspx does. So can only suspect that whatever the problem is lies in there somewhere.

It is getting pretty urgent that we find we find a solution to this or looks like I will be configuring SquirrelMail very soon as some of our clients are now getting a bit on the peeved side!

I have also checked out IIS to see if there is a problem with files types and or permissions. A small (17KB) excel file uploaded directly to the MRS root and then a call directly to the file using a browser results in the expected behaviour of both FFand IE.

I am really at a loss now without some further insight into how the webmail functions.

Same problem several times a day. It can happen to serveral extensions; pdf, xls, etc. I have to restart app pool and kill w3wp process of smartermail to solve it. Trying to sort it out for 2 weeks now; so far, no luck! Should we open a ticket or wait to see more clues?

Does this mean you have had it working? I have been working under the assumption that it was an either or job. Intermitent faults - urgh.

Are you running webmail with IIS? I will do a full restart of everything later this evening when when our system is quieter.

full reboot - no change

This is now solved for me by ST team.

Permissions issue. For the attachments to work properly in the webmail, then read, write and delete NTFS permissions for 'NETWORK SERVICE' needs setting on both the 'MailProcessing' and 'AppData' folders.

This was immediately obvious when I viewed a diagnostic URL sent to me by ST:

 http://serveraddress/about/checkup.aspx

 with these lines:

Passed  NT Username Retreival: NETWORK SERVICE

Failed  /MailProcessing/ Folder Permissions Test
 Notes: Cannot WRITE to the directory. Cannot DELETE from the directory. Please modify the permissions using NTFS.

Failed  /App_Data/ Folder Permissions Test
 Notes: Cannot WRITE to the directory. Cannot DELETE from the directory. Please modify the permissions using NTFS.

Not sure what would be going on if this fault was intermittent.

i have this issue as well, but it suddently happened... network service has all the necessary permissions and it still does not work...  I get the folder permission problem.

 

i reinstalled smartermail but no luck

I had to add permissions to the Users group, but i dont think it should be a permanent solution

anyone from ST care to comment?