Corrupt Attachments in SM16 using Firefox and other browsers

Problem reported by Karl Jones - 6/21/2017 at 11:37 AM

Resolved

I have just upgraded my clients to version 16. Everything seemed to go well and all users logged in and carried on their day...... and then came the phone calls.!!! It seems that non of my users can open attachments in firefox (my browser of choice) and i noticed that on some attachments i get ***.pdf.htm on the heading for pdf files for instance and the only way i got it to open is open with, browse for adobe reader .exe and open..... is this a planned action or a bug because all my users have no clue what to do....
As an aside, when i asked them to use Opera it apparently downloaded the attachment and they were able to click on downloads to open it.... neither browser appears to open inside the browser itself.

Anyone know what's happening, is it an easy setting fix or a bug..??

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Barbara Renowden Replied

6/21/2017 at 12:45 PM

I too had this issue with a client yesterday and then went to Mozilla's website and started a little troubleshooting. Apparently, Mozilla is no longer supporting Adobe PDF opening. They need to be saved to disk for them to work. https://support.mozilla.org/en-US/kb/npapi-plugins?as=u&utm_source=inproduct

We have asked our clients to use Chrome. I too thought it was a Smarter Mail issue till I did a little digging.

Barbara Renowden President / Co-Founder Centric Web, Inc. https://www.centricweb.com

Karl Jones Replied

6/21/2017 at 1:09 PM

Thanks Barbara, I sort of thought the same thing but firefox is not even opening Docx, Xlsx or jpg either.. Opera is downloading the attachments but one client is reporting corrupt files and cannot open them even in Opera.

Karl Jones Replied

6/22/2017 at 8:20 AM

Really need some help with this now.... i have several people who can not open attachments. They are mainly trying to use pdf's with customers and vendors and some cannot open them, the download as zip option gives a 404 error and save as or open after download gives a corrupted attachment error.
Is anyone else having this issue, what suggestions does anyone have to fix it.
I have already tried different versions of Adobe reader, different browsers it is now showing on Win7 and Win10 computers. The files open perfectly in Outlook.

Employee Replied

6/22/2017 at 8:58 AM

Employee Post

Hello Karl, The download all attachments as zip is a known issue that will be fixed in this week's release. Do you have any examples of an email with a corrupted pdf? I haven't seen any recent issues with pdfs being corrupted on download.

Karl Jones Replied

6/22/2017 at 9:58 AM

Hi Mathew.. The PDF is not actually corrupted, i tested that out by forwarding the email to myself at my work email address (not smartermail) and i received it, the attachments and was able to open them no problem.
I have uninstalled smartermail 16 and just reinstalled so going to see if it was a configuration issue.
If i force firefox to open the pdf file or just save as and open from the download folder it still gives the corrupted attachment error and this is happening on a few computers now, but not all ?????? i have tried IE, Opera and Firefox and all give the same error on the computers having trouble. On other computers it is working...????

Update - 14.30hrs....
Reinstall had no effect.....!!! as an aside not all attachments are failing.... some can be opened and others cannot.... it seems random..

Employee Replied

6/23/2017 at 7:15 AM

Employee Post

Hello Karl, I've opened a ticket with you so I can get some examples of emails that are causing this issue.

Karl Jones Replied

6/23/2017 at 3:56 PM

Hey Mathew, sorry for the delay, i was out at another clients all day. I saw the update last night and remotely installed it. I checked one of my users and can now open the attachments that failed previously. The zip download is working too (as noted in the release notes)
I can only presume that whatever got fixed as part of the zip download also fixed the error i was experiencing (or it was another bug that was fixed that seems to have cured the problem.)
I need to check with my users next weeks to confirm but for now it looks good..

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