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[Outlook 2013] Attachments being corrupted randomly

Posted on 2015-01-08
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Last Modified: 2015-03-03
Hello guys!

I am having problem in a company when users receive external emails from different people with attachments and some of these attachments are corrupted when arrive in the inbox. The attachment can be PDF or XLS, DOC, etc.
I made a fully update on the office and adobe reader of a user but that didn´t solve.

I took a machine that was with Outlook 2013 completely outdated and did not help too.

The strange thing is that all the machines are experiencing this problem at the same time.

When I open the email of attachment that was corrupted, from the webmail provider, I can open the attachment normally.

Sometimes an email that arrives with two attachments, one of the attachments opens and the other appears the corrupted message, and again, randomly.

If the employee forwards the email with the corrupted attachment  for me (I have Outlook 2013 with hostgator email provider) the corrupted message appears too.

I tryed to open the outlook in safe mode, but the user said that is having the same problem.

The outlook 2013 is set to use IMAP port 143 and SMTP port 587.

Could someone help me?
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Question by:edu87
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by:Qlemo
ID: 40539772
All users are contacting the webmail provider directly? Do they have an Anti-Virus solution checking mails?
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Author Comment

by:edu87
ID: 40540077
All users are contacting the webmail provider directly? Do they have an Anti-Virus solution checking mail
The computers are set to connect to the email provider service to retrieve the emails by IMAP.

All the machines have Trend Micro Worry Free 9.0 SP1 installed.
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LVL 69

Expert Comment

by:Qlemo
ID: 40540174
Any relation to the size of attachments? I'm thinking towards the AV holding the files for too long, or removing some content or the like. Though AVs usually lead to receive timeouts in such cases, and the email not being received as a whole.
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Author Comment

by:edu87
ID: 40540708
Any relation to the size of attachments? I'm thinking towards the AV holding the files for too long, or removing some content or the like. Though AVs usually lead to receive timeouts in such cases, and the email not being received as a whole.
I don´t think that is the size of the file. An user just said 5 min ago that an attachement arrived broken, but opening by WebMail the file opens fine. I compared the two files saving in my desktop and they have the same size 801k...so I think that the antivirus is not preventing the complete download of the attachment from the email server.

As I said before, I changed the outlook to open in safe mode, everytime. I was thinking that in safe mode the TrendMicro WorryFree Plugin couldn´t affect the receipt of the attachments. But the problem still remains.
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LVL 69

Expert Comment

by:Qlemo
ID: 40540777
Having the same lenght is not necessarily an indication for an unchanged attachment, you would have to perform a binary comparison,

But you are correct about the Safe Mode - no plugins allowed. However, IMAP traffic still could be monitored and scanned by TrendMicro (don't know how it works exactly).

And there could by something on your router actively scanning content. It works different for web content and IMAP data.
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Author Comment

by:edu87
ID: 40550281
About the router scanning the content I think is not applyed since there is only one simple Linksys wireless router in the place.
What I tried to do today is to change imap to POP in one employee email account and I asked him to check if will receive any corrupted attachment.

I made a contact with the email service provider and they told me to make the POP test with 110 port, and if the problem be solved I must re-install all the office suite (2010 or 2013) in the place.

I will wait for the POP test, if nothing changed I will try disable the WorryFree antivirus in that machine.
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Accepted Solution

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edu87 earned 0 total points
ID: 40631278
I changed the email server provider to Hostgator and now no attachments were found corrupted anymore!
Thanks for all the help.
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Author Closing Comment

by:edu87
ID: 40641397
I have tryed all the suggestion posted but no one fixed the problem. The solution was to migrate the email server provider to a different one.
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