andre-ldn
Level 1 (17 points)
iPhone

Q: Email forwarding issue

Here's the scenario, user receives an email with 4 attachments: One PDF file, one DOCX and two email messages attached to it. Inside each one of these two message attachments there's an Excel file attached.

User then forwards that message.

The resulting email is a message with two attachments, One corrupted PDF file the doesn't open and a 1K htm file.

This is on an iPhone 6s running iOS 9.3.1 and the native Apple Mail client. Connected to an Exchange 2010 backend via MobileIron.

I've tested the same steps with other ActiveSync email client for iOS and did not experience the problem.

 

Has anyone came across this issue?

 

Thanks

 

Andre

iPhone 6s, iOS 9.3.1

Posted on Apr 13, 2016 9:11 AM

by longocorp,Apple recommended
longocorp longocorp
Level 1 (15 points)
iPhone
A:

Possible solution derived from Adobe and Microsoft Community forums:

https://forums.adobe.com/docs/DOC-4621

https://support.microsoft.com/en-us/kb/954684

http://answers.microsoft.com/en-us/office/forum/office_2010-outlook/email-with-i mage-and-attachment-forwarded-by/4d0367d5-3dca-49e9-9253-3821a3fab234?auth=1

 

These threads contain evidence of the issue since 2012,  reference the inline attachments, the extra .HTM file,  and suggest that bold faced content in the signature impact attachment corruption.  This mishandling (or intentional invocation) of the iOS processing of inline attachments, after it is fully received (attachments downloaded) by the iPhone/iPad device, lead us to try the following:

 

  1. Toggle the signature on/off
  2. Send a test message
  3. Toggle the signature on/off
  4. Re-open the iPhone/iPad mail application
  5. Forward message containing attachment

 

Detailed description:

1. Toggle the signature on/off

a. Remove your email signature. iOS Settings > Mail, Contacts, Calendars > Signature on your iPad/iPhone.

b. If you do not have a signature, perform the reverse action, and add a signature.

2. Send a test message

a. Creating a new test message will confirm the signature is added or removed

3. Toggle the signature on/off

a. Create an email signature.  I used copy and paste from a previous message. iOS Settings > Mail, Contacts, Calendars > Signature on your iPad/iPhone.

b. If you added a signature in the previous step, perform the reverse action, and remove signature.

4. Re-open the iPhone mail application

a. Double tap on the Home button, and swipe up on the mail application to close

b. Open the mail application

5. Forward message containing attachment

a. Locate a message containing a valid attachment.  Using a previously sent attachment may have corrupted it. Preferably, test with a message containing multiple attachments.  For example, a PDF, DOCX, XLSX, or a combination of multiple attachments of the same type.

b. Forward the message containing the attachments.

c. The recipient should receive all attachments intact.

d. You still get the bonus .HTM files for each attachment.

 

This fix seems to stick even with a hard power off (holding power and home button for 10 seconds).

 

Give it a try, and let me know if this works for you too.

Posted on May 12, 2016 4:04 PM

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andre-ldn

Q: Email forwarding issue

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  • by Phil Flash,

    Phil Flash Phil Flash Jul 13, 2016 12:44 PM in response to Hanzwurzt
    Level 1 (4 points)
    Jul 13, 2016 12:44 PM in response to Hanzwurzt

    Can you try using Outlook App instead of Apple Mail to see if the attachments get through?

  • by mtnsupport,

    mtnsupport mtnsupport Jul 15, 2016 3:54 PM in response to andre-ldn
    Level 1 (8 points)
    Jul 15, 2016 3:54 PM in response to andre-ldn

    I think I should chime in that when I initially open an email on iPhone that will eventually become the problem email - I *sometimes* see that there are multiple attachments - (mostly image, PDF, and DWG) - but usually only the images appear - and not always all of them.  It is as if the attachment handler is good - good - gone.

     

    My users (from 6 different companies) have been having this problem intermittently for 6+ months.  Lately it has gotten insane - users are starting to *not* want to do work from the mobile device we have become so connected to - and are opting to 'wait until I get back to my computer so I know it will work'.  Changing the landscape of my profession - retroactively - and losing Apple love (myself and all of my users) by the email send.

     

    For perspective - 90% of the emails I see/send daily have attachments - this is crippling us.  Will Apple fix for good?

  • by andre-ldn,

    andre-ldn andre-ldn Jul 29, 2016 2:21 AM in response to andre-ldn
    Level 1 (17 points)
    iPhone
    Jul 29, 2016 2:21 AM in response to andre-ldn

    Latest iOS 9.3.3 update appears to have fixed the issue.

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