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  1. #1
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    unable to open attachments (Outlook2K sr1/exch5.5sp4/win2ksp2)

    Hello all.

    I'm struggling with a couple of users who randomly are unable to open attachments in their e-mail messages. The get a message reading "the attachment cannot be found." In all cases, I (as the service administrator) can open the attachment, ruling out any possibility of the attachment itself being the problem). Also, a regular delegate (usually, the user's secretary) can also open the attachment.

    Here's what I have tried:

    (1) have the user log in at another machine.
    result: the user can open the message and attachment.

    (2) have the user log back in at their original machine.
    result: negative.

    NOTE: We have roaming profiles, so steps 1 and 2 were to ensure that it wasn't a windows profile issue.

    (3) repair office on the user's machine.
    result: negative, although we get that vgx.dll error message on the repair; MS claims this is irrelevant

    (4) create a new Outlook profile for the user on the same machine
    result: negative

    There doesn't appear to be anything consistent with the attachment type (sometimes it's a htm file, sometimes it's the little "envelope" attachment). It does not happen to all of our users (these are brand-spanking newly-imaged machines). Users experiencing this problem are on both laptops and desktops. The attachments are sometimes from an internal (i.e., within our office or domain) source and sometimes arrive via smtp.

    If anyone has any thoughts, they'd be greatly appreciated. This has been incredibly frustrating...

    Jen

    klyjen

  2. #2
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    Re: unable to open attachments (Outlook2K sr1/exch5.5sp4/win2ksp2)

    are you using antivirus software on the server? if so, which one...

    what about on the desktops?

    Did this start recently and if so, do you have any idea when?

    [We're having similar problems - with groupshield, beginning about mid-Jan. I can't get an answer from NAI, but have seen similar reports in other forums.]

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    Re: unable to open attachments (Outlook2K sr1/exch5.5sp4/win2ksp2)

    We don't have anti-virus on the server holding the exchange IS but we have NAV on the firewall, the smtp (exchange) server and each desktop.

    And, you're right--I think it started in January. It must have (I'm counting backwards in my head here) because I think it was after I returned to the office after the holidays...

    Very weird. I wonder if there is a set of virus definitions out there causing these problems.

  4. #4
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    Re: unable to open attachments (Outlook2K sr1/exch5.5sp4/win2ksp2)

    You're using all Norton products? I wonder what exploit was added to the definations in mid-Jan that is doing it. It can't be just the scanner engine, since it affects both NAV and Groupshield/McAfee users.

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    Re: unable to open attachments (Outlook2K sr1/exch5.5sp4/win2ksp2)

    Hi Mary.

    Hmm. I turned off Norton on the machine, and it didn't resolve anything--the user was still unable to open the attachment.

    As it turns out, for at least a LOT of the attachment problems, the "attachment" is actually the little yellow envelope "message" attachment, in a separate frame of the message. I don't know if that makes a difference or not, but it is at least an "often" level of consistency. Do you know what might control how Outlook looks at/handles those types of attachments?

    jen

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    Re: unable to open attachments (Outlook2K sr1/exch5.5sp4/win2ksp2)

    those are usuallu forwarded messages. outlook knows how to handle them, or should. You already reset the forms cache, correct? (or am i mixing up threads <img src=/S/smile.gif border=0 alt=smile width=15 height=15>) That would normally be the cause of msg not opening.

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    Re: unable to open attachments (Outlook2K sr1/exch5.5sp4/win2ksp2)

    Ooohh....

    I hadn't tried clearing the cache--it hadn't occurred to me that it might be a form problem. And when I did, on this user's computer, it didn't do anything (in other words, the "Clear Cache" button didn't work). I then went into Tools|Forms|Design A Form, just to see what was there, and got a "Form Load Failed" message. And, I can't right-click on a message to do anything to it--the right-click doesn't work.

    Very interesting. I shall have to continue on this path...

  8. #8
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    Re: unable to open attachments (Outlook2K sr1/exch5.5sp4/win2ksp2)

    Aha!! When I manually deleted the frmcache.dat file from the user's machine, presto miracle-o! It worked.

    Thank you thank you thank you. It was an aside comment, but it threw me in the right direction...

    Grr. Almost two months.

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