Cannot open attachments

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Article ID: 160890

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Updated On:

Products

TouchDown

Issue/Introduction

Cannot open attachments in TouchDown for Android

Resolution

Typically, in an email with an attachment, you will see a paper clip icon in the upper right hand corner next to the sender's name. You can tap it once to open the attachment download page. The download should start automatically, but if it doesn't you can tap the progress bar to trigger the download process. However, not all users are able to download attachments with their server setup. There are a few scenarios in which a user would not be able to see any attachments available for download even with emails that have attachments.

First, the server may have a security certificate that is untrusted, in which case attachments may not be available to download until the certificate is trusted. However, this is typically a scenario that only affects users in ActiveSync mode. If you are connected in ActiveSync mode but are unable to see the paperclip icon that symbolizes an attachment available for download, please try the following:

  1. Tap Menu button and select Settings.
  2. Tap the Connection tab.
  3. Select "Fetch and trust certificate."
  4. Tape Save
  5. Tap the Account tab
  6. Tap Quick Configuration and following the steps, choosing ActiveSync only on the protocols page.
  7. Once you get a successful configuration, try again to open an email with an attachment.

The second reason why no paperclip icon would show in the upper right corner of an open email with an attachment is if IT has specifically disabled the downloading of attachments from the server side. If you are unsure about your IT department's policies regarding the downloading of attachments to mobile devices, please check with them to make sure this activity is supported.