Recipients of Encrypted messages from Messaging Gateway are unable to download attachments

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

1. Attempt to download the attachments using Internet Explorer 11 in non-compatibility mode.
2. Attempt to download the attachments using Firefox or Safari.
3. 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.