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Recipients of Encrypted messages from Messaging Gateway are unable to download attachments
Article ID: 169765
Updated On:
Products
Messaging Gateway
Issue/Introduction
An end user in an environment protected by Symantec Messaging Gateway (SMG) sends a message. The recipient of the message navigates to securemail1.messagelabs.com and succeeds in logging in and viewing the message. However, when the recipient attempts to download one or more attachments, they receive a .partial file.
Cause
This behavior is most frequently seen when the recipient attempts to download an attachment from the securemail1 portal with Internet Explorer 11 in Compatibility mode, or a legacy version of Internet Explorer.
Environment
- Symantec Messaging Gateway
- Encryption service purchased and enabled
- One or more policies that Encrypt outgoing messages
Resolution
- Attempt to download the attachments using Internet Explorer 11 in non-compatibility mode.
- Attempt to download the attachments using Firefox or Safari.
- If symptoms persist, collect a screenshot of the encrypted message in the portal, showing the full FROM, TO, and Time Received: headers, then contact Symantec Technical Support for further assistance.
Feedback
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