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User can't open one particular Word attachment

Posted on 2008-06-17
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Last Modified: 2008-07-30
I have one particular user that can't open one particular Word attachment.  As for any other attachment be it Word or whatever it's fine.  I haven't tried reinstalling Office or recreating the profile.  Thing is other users don't have a problem, many of which have the same type of laptop and Office install.  Anyone have any thoughts?
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Question by:Go-GBS
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Expert Comment

by:war1
ID: 21804160
Hello Go-GBS,

Can you save the attachment as a file, then open the file in Word?

The Outlook folder where attachment opens may be full. Clear the files from Outlook cache folder OLKxx.  This folder is difficult to access. Here is a way to access the folder and files
http://www.outlook-tips.net/archives/2003/20030828.htm

In Vista, the Secure Temp folder is located at C:\Users\\AppData\Local\Temporary Internet Files\Content.Outlook\X30MWG3N

Hope this helps!
war1
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Expert Comment

by:David Lee
ID: 21804169
Hi, GO-GBS.  

This is not an Outlook issue.  Outlook doesn't open attachments, the operating system does.  When Outlook is asked to open an attachment it saves the item to a temp folder, then asks the operating system to open the file based on the file's extension.  If the file won't open, then there's either something wrong with the file (i.e. damaged), or the wrong program is registered for that extension, etc.  Outlook has nothing to do with the process.

A good test is to manually save the attachment and then try opening it from Windows Explorer.  Try that and see what happens.
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Expert Comment

by:dude02
ID: 21804183
What type of Word document is it? 2003 or 2007?  We were having the same issue with one of our PCs but we found that the document they were trying to open was an Office Word 2007 document and they had 2003. We just download the conversion program from Microsoft and all was good.
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Author Comment

by:Go-GBS
ID: 21804240
I apologize b/c I think I left one small part out that is sort of crucial, but when you open the email to open the attachment, it doesn't show up, but the email header itself displays the attachment icon.  So saving it to the laptop isn't an option as of right now.

So the biggest problem to start is that we're not seeing the attachment, but only for this one Word file, everything else operates normally, plus this attachment is sent out to many people who have no problems with it.
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Author Comment

by:Go-GBS
ID: 21804244
And it's 2003, we don't have anyone using 2007  yet.
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Expert Comment

by:war1
ID: 21804369
The attachment could be corrupt.  Have sender send you another attachment.
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Author Comment

by:Go-GBS
ID: 21804383
It's a weekly attachment sent out, so a new one each week that can't be opened.
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Expert Comment

by:David Lee
ID: 21804406
You mention this person is using a laptop.  Are they remotely located?  Is it possible that Outlook is configured to only download message headers for messages over a certain size?  Also, as a test, have you tried changing the name of the attachment?
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Author Comment

by:Go-GBS
ID: 21804441
They're are connected wirelessly onsite.  As for Outlook only downloading message headers, is that an option I can configure?  And no, haven't attempted renaming the file, but I can look into that.
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Expert Comment

by:war1
ID: 21804462
Is the Word attachment created from Word 2007?

If so, and you have only Word 2003, Word 2003 cannot open Word 2007 without Compatibility Pack
http://office.microsoft.com/en-us/word/HA100444731033.aspx
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Author Comment

by:Go-GBS
ID: 21804501
I'll check to verify this, but I'm almost certain we don't have anyone using Office 2007.
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Expert Comment

by:David Lee
ID: 21804553
Yes, that is an option you can configure.  

1.  Click Tools > Send/Receive > Send/Receive Settings > Define Send/Receive Groups
2.  Assuming this person only has one group that encompasses all accounts, click the Edit button.
3.  Look in the lower right-hand side of the Send/Receive Settings - All Accoutns dialog box.  You'll see radio buttons labeled Download headers only and Download complete item including attachments.  If the latter is selected then there's a further setting that defines the size limit of when to download just the header.
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Author Comment

by:Go-GBS
ID: 21954985
Ok, well with the file renamed it did open, so at this point I think I'm going to just rebuild the profile and see if that works.
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Accepted Solution

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Go-GBS earned 0 total points
ID: 22088238
A rebuild of the profile solved the problem, so although I didn't necessarily get to the root of the problem, at least I can stop spending time on this issue.
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