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Sending email to one user, he doesn't see the attachments -- works for everyone else

Odd behavior from MS Outlook clients inside one client company:

User A sends email with attachments to user B, which arrive (sometimes taking the extra moment or two as if it was downloading the attachment) but do not have any attachments in them!

If User A sends the email to someone else inside the company, she can forward it to User B, who will receive the attachments just fine. This proves that (a) the attachments are small enough and (b) they are not of the "bad" files types like .EXE, .VBS etc.

Environment: both are using MS Outlook and Symantec AntiVirus Corporate 9.x. User A is sending via Exchange; User B is receiving via POP3.

Any ideas? Thanks!
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BEKSUPPORT
Asked:
BEKSUPPORT
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1 Solution
 
peakpeakCommented:
First of all, recreate the Outlook user profile on the failing computer
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BEKSUPPORTAuthor Commented:
Not sure what that would accomplish, peakpeak... Do you know how that might help?

If he couldn't receive attachments from _anyone_, then yes it could be a corrupt profile, or at least Outlook's temporary files folder might need to be flushed.

But in this case, it's only messages from one user that have this problem. Anyone have an explanation why that could be?
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David LeeCommented:
Hi, BEKSUPPORT.

If User A cannot successfully send messages with attachments directly to User B but everyone else can, then the problem must be with User A.  Either the sending mail server (Exchange) is stripping the attachments or the receiving mail server (POP) is removing/blocking them based on who the sender is.  Can User A send successfully to all other users?
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BEKSUPPORTAuthor Commented:
Yeah... that's the weird thing. User A can send attachments etc. just fine to anyone else.

As stated in the original problem, User A can send a message with the intended attachments to another co-worker, who can then forward the message (unchanged) to User B.

So, I'll still be pursuing problems with SAV blocking attachments on the receiving end, and possible Outlook profile issues (with the command-line switches). But I was hoping someone would know the problem and be able to reduce the time spent on this oddball one...
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David LeeCommented:
> User A can send a message with the intended attachments to another co-worker, who can then forward the message (unchanged) to User B.

See if Exchange's message tracking facility can show whether the message from A to B leaves the server with the attachment intact.  If it does, then the problm is at B's end.
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peakpeakCommented:
Look on the header of the message at B, any trace of attachment there?
Recreat the user profile, it's a one minute process. You may want to save the address cache at :
C:\Documents and Settings\<user>\Application Data\Microsoft\Outlook
before, and then you can restore it.
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csimondsCommented:
Something to check:
On User A's computer, open his Outlook Contacts and double-click the entry for User B. On the General tab, double-click the Email address to open the properties. Make sure the Internet format is "Let Outlook decide the best sending format". We had a similar issue and discovered that someone had set the format for that recipient to 'Plain text only'.
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BEKSUPPORTAuthor Commented:
Hey, good thought, csimonds! Will check it out as soon as I can!
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BEKSUPPORTAuthor Commented:
Ah! I could scream! That wasn't it either! I was sure by the sound of it that you were on the right trail, csimonds, but I can't find anything wrong in the sender's contact for the receiver or any of his settings.
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peakpeakCommented:
Did you scrutinize the header of the message at B, any trace of attachment there?
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BEKSUPPORTAuthor Commented:
Unfortunately, since the receiver (B) is frequently away from the office or too busy to be interrupted, I haven't had good access to his email yet, which of course makes troubleshooting this all that much harder... The client isn't particularly worried about it either, but still it's making the solving of this problem drag on and on when I'd just like to figure it out, knowhatimean?
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peakpeakCommented:
Why don't you send him an email with attachments and ask for permission to open his inbox to examine your mail only?
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BEKSUPPORTAuthor Commented:
Recipient now has a new computer, and I haven't heard any complaints since. So, basically a new profile would be it, surprise, surprise. Thanks for the comments everyone.
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