Open attachments

Hi Experts,
We have a tool called CRC Tool, where we can create change request cases, troubleshoot cases etc.  In this, there is an option to add attachment and view it.  Most of the cases, I can view the attachment without any problem.  But, in some cases, when I click on the attachment, it does nothing.   Did you have such problems in the past.  Please try to help me anyway you can.  Thank you very much in advance.
RadhaKrishnaKiJayaAsked:
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BillDLCommented:
Hello Radha

Is the "CRC Tool" software that was created specially for your company or is it retail software?
If it is retail software, could you point us to the developer's website.

I don't know how much we might be able to help, but we will certainly need some extra information to explain how the software works.

Does this software run as a "web" application in a web browser or is it completely self contained with all its own interfaces and dialogs?

I am not sure what you mean by "there is an option to add attachment and view it".
Does this allow you to add your own attachments from existing files on your computer or from other network drives, or does this function only allow you to generate a "change request report" within the software and attach it to a message which you then share with others?

Does this software have its own internal messaging system to which it attaches files or does it call the default email client and insert the files as attachments in the new message?

What are the file extensions of the attachments that the application suite creates?

Does the software just create one type of file with the same extension every time, or can there be several different types of files that it attaches?

These are the kind of things we need to know in order to assess whether this is something we could suggest solutions for or if only the creator of the software can explain and fix.

Bill
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RadhaKrishnaKiJayaAuthor Commented:
Thank you Bill for your help, I will update you on this.  Thank you again.
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RadhaKrishnaKiJayaAuthor Commented:
Bill,
- I think it is a general tool, but customised to some extent for my company.
- Yes, it runs on web as application on web browser.
- Just like in outlook, yahoo, hotmail etc., you can Attach any file and View them on a click.
- It is capable of attaching any files, from local machine and Network as well.
- It does not call any other email client to attach the message.  It has got its own machenism.
- I am not sure about your question, but as I undrstood, It is able to attach any files .htm, .msg, .doc, notepad etc. etc. and we can read it upon attachment.

Just to let you know, I was able to get some of those files (non working) and attached them.  After that I tried to view it and all of them worked fine.

Please let me know if you get some idea.  Thank you very much again.
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whosbetterthanmeCommented:
There are a few things that may be going on here:

1. Assuming that the program is web-based, perhaps the file name has a character in it that might be causing a problem such as # or &
2. Perhaps the attachment might be considered "unsafe" such as zip, exe or vbs?
3. Does the file have an extension? If not it might be a problem.
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RadhaKrishnaKiJayaAuthor Commented:
Hi whosbetterthanme,
Thank you for your time.  I checked the files.  The extension of the files are *.htm and *.msg files.   Yes, they do have # and & characters.  But, same files when attached again, they just worked fine.  Also, it is very common for the *.htm files to contain such characters.  Do you think of anything else?  Thank you again.
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RadhaKrishnaKiJayaAuthor Commented:
Thank you guys for your wonderful help.  But the solution is different than what we thought of.  The issue was, the application was moved to a different server.  In the new server, there was no D drive.  So, it was not able to access find the file and open it.  Thank you again for your help.
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RadhaKrishnaKiJayaAuthor Commented:
Solution details already described.
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