Received an email with jpg attachment on my pc and iphone. I can see it's a jpg on my pc, but the iphone email only shows a paper clip. I wouldn't even realize there was an attachment if I didn't see it on my pc....kinda makes the iphone useless.
iPhone 11 Pro
Jory-USA,
Could you please log in to either or both your Comcast and Gmail webmail and check what you see in the forwarded emails there? This is going to let us know if the issue is present there as well. We know the issue seems to be isolated to messages forwarded via the Outlook email client, but want to isolate whether it's showing via webmail as well.
Can we test using a different attachment format, such as a PDF, to see if the same thing happens when forwarding from Outlook? This is another isolating step that's going to tell us if this is impacting all attachments or JPG only.
Thank you.
Jory-USA,
Could you please log in to either or both your Comcast and Gmail webmail and check what you see in the forwarded emails there? This is going to let us know if the issue is present there as well. We know the issue seems to be isolated to messages forwarded via the Outlook email client, but want to isolate whether it's showing via webmail as well.
Can we test using a different attachment format, such as a PDF, to see if the same thing happens when forwarding from Outlook? This is another isolating step that's going to tell us if this is impacting all attachments or JPG only.
Thank you.
Jory-USA,
That's good information that we have knowing the issue is stemming from a forwarded email sent via the Outlook mail client. Does it happen with other email attachments, such as a PDF, when forwarded from Outlook or only JPG attachments? Are there any settings in the Outlook mail client that change how attachments are sent such as inline, at the bottom, as an icon only, etc? You may need to double verify where to check those settings with Microsoft. Additionally, let's have you check the same email on your email service provider's webmail to see what the attachment looks like there.
We appreciate this additional isolating.
We appreciate you checking, Jory-USA.
Thanks for explaining more on the chain of events to get those pictures to you as well, we understand why testing another type of attachment might be problematic.
So, that being said. Let's try one more thing here to rule out the original sender and then we're going to have you reach out to Apple Support to continue troubleshooting.
This sounds more complicated than it is since we’re writing it:
From your Comcast account on your iPhone send yourself a photo to your Gmail account, not a screenshot. Open it on your computer in Outlook and then forward it back to your Comcast account and open it on your iPhone.
What happens? You may be wondering why. That’s a fair question. As we’re isolating, we need to take out specific variables. The one we can’t control for right now is the original sender, their device and how they are getting the pictures. But if everything works during this final test, we would know that the issue initiates with the original sender.
Then to continue troubleshooting, we’d like to have you reach out here: Apple - Get Support
Thank you.
I did what you asked and when I opened the forwarded message from my pc outlook it came to my phone as a “tap to download “ which worked fine.
Greetings Jory-USA,
We understand that when viewing emails on your iPhone, you're not seeing any attachments in the JPG format. We're going to ask some questions that are intended to help isolate the situation and allow us to make some recommendations to resolve it. Does this extend to other attachments or is it only happening with JPG files and if only JPG files is it all JPG attachments or is it from specific contacts? Do you notice this happening when connected to both Wi-Fi and cellular data? Does it happen with multiple email service providers, for example Gmail and iCloud?
Are we working with iOS 14.4.2 on your iPhone 11 Pro? You can verify in Settings > General > About. If not, please be sure to create a backup and install that update.
How to back up your iPhone, iPad, and iPod touch
Update your iPhone, iPad, or iPod touch
Thanks.
Thanks for replying. Yes, 14.4.2 on iphone 11 pro. The problem was a forwarded email from a pc using Outlook to my phone. As a test, if the same email is forwarded from another iphone to my iphone it comes in the body of the email which is ok.
Thanks for your reply. I just received another forwarded email from the same sender from their pc. The pictures don't show in either my comcast or gmail inboxes on my iphone...only the paper clip in both. On my PC in Outlook they show as attachments which are 6mb or more. I just forwarded the same message to myself from my Outlook inbox on my PC to my comcast and gmail accounts and only the paperclip shows on my iphone on either mail message. I see no settings in Outlook that would change the send/forward message behavior.
Thanks, the attachments all appear in comcast and google webmail accounts. It’s difficult to try another format like pdf, because the original sender is sending pics from their phone to the person forwarding the email(s) to me. Neither of them are very familiar with pdf files
Thanks, I’ll try it later today. FYI, the original sender uses a galaxy phone to take the pic and sends it to the other person who can see the attachment in the body of their email on their iphone 11 pro (ios 14.4.2) as well as an attached photo file on their pc in outlook with comcast as email provider.
can't see attachment in email on iphone 11 pro ios 14.4.2
