Lost File Attachments? - SmarterTools

We are on v16.3.6508 and our client is using the web mail interface. Everything shows beautiful within the sent folder.

They stated the following and I am quoting them. This is not a beginner level user and one that is an intermediate to advanced user so I know they know what they are talking about.

"People have said I didn't attach when in the send folder it said it did, inability to open, or completely wrong attachment. Thanks for checking it out."

What logs can we provide to help solve this?

Matt Petty Replied

10/30/2017 at 10:34 AM

Employee Post

We don't have any normal logs for this but if you

-Stop your service

-add <DebugLogIds>102938</DebugLogIds> to your mailConfig.xml (anywhere under the <MailConfig> line)

-Start your service

In your C:\SmarterMail\Logs (or wherever you've configured them to go), folder you will find a DebugLog that has this information in it.

Matt Petty Software Developer SmarterTools Inc. (877) 357-6278 www.smartertools.com

H J Watkins Replied

7/25/2018 at 4:55 AM

I have a similar problem. Only sometimes, when I attach files and make sure they have uploaded then "send", the recipient replies there is no attachment. I however see that in "Sent Items" there is no attachment, indicated by a paperclip, when this happens.

First you doubt yourself because it seems an intermittent fault, now I think I have found a trend.
When i send more than about 10 attachments across 1 or more emails it loses the attachments.
It may be an accumulate size or number of emails that causes the lost attachments, I have not checked up on that.

If I restart the email session it seems to work again until I get up to 10 or so.

Hope this information and workaround helps. Would be much better if it worked.

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