Unable to open or download the .EML attachments with Chrome Web Browser
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Unable to open or download the .EML attachments with Chrome Web Browser


Article ID: 207856


Updated On:


CA Service Management - Service Desk Manager CA Service Desk Manager


After updating Chrome to v88.0.4324.104 or using Microsoft Edge browser, users are not able to view, open or download the .EML attachments.

The following error message is observed on the attachment tab:  "refused to connect



Service Desk Manager 17.x

All Supported Operating Systems

Chrome Web Browser


Security change in Chrome 88 blocking certain extensions causing this issue to occur. More information: https://security.googleblog.com/2020/02/protecting-users-from-insecure_6.html


1. Go to NX_ROOT\bopcfg\www\CATALINA_BASE\webapps\CAisd\WEB-INF\web.xml and add the following XML snippet at the end of the file, in the mime-mapping area:


2. Restart the Tomcat process or the entire SDM service.

Alternatively, the .EML files can be opened with a mail client (e.g. Outlook). As such, you can use the same code snippet to associate the .EML files with an email client, similar to how .MSG files are opened:


Additional Information

See also this Community Thread: