Unable to download or open email attachments

[Mokles]

Hi,

 

Suddenly I'm unable to download or open any email attachments. I've never had a problem before. I have a virgin media email account and mozilla as my browser. I tried to find a solution but the only suggestion I could find was that my cache must be full. I've located that and it's nowhere near full. Any suggestions???

[KenB]

Hi Mokles - sorry for the slow response.

 

I wonder if this could be a corrupt cookie ?

Try deleting cookies and then try again.

 

Deleting cookies will delete login details to sites like this which means that you will need to log in with your password again.

[Mokles]

I have my settings so that my history isn't remembered, so I don't have any cookies to clear, I've also cleared the cache but I've still got the same problem.

 

My computer has been getting slower and I've been meaning to do something about it but haven't had the time. Maybe now is as good a time as any.

 

Any recommendations for a good spring clean?

[Mokles]

I've just downloaded something from a website, so the problem does seem to be affecting my email attachments only.

[KenB]

Hi Mokles

 

Have you tried turning off your Anti-Virus and firewall then try opening the email attachments?

 

[ I have been away from home - hence the slow responses :) ]

[Mokles]

No, I haven't, but why should they be a problem suddenly?

[Plastic Nev]

Good point Ken.

Mokles,

an update to either antivirus or firewall just may have altered a setting in one of them to a status of blocking attachments.

Worth checking that briefly, and if connected via a modern router the hardware firewall in that will give some protection while you check.

 

Nev.

[Mokles]

I forwarded an email with an attachment to my Hotmail account and I was able to download it without a problem from there. Doesn't that mean that the problem is with my Virgin account? If it was a problem with the anti virus or firewall wouldn't I have had the same problem downloading from my Hotmail account?

[Plastic Nev]

Ah, now we know that you run that test, then perhaps it may be true, however no harm in doing a check so long as they are only disabled for a short time just to prove the point. Attachment blocking can be selective to each E Mail account. If unwilling to turn your protection off, the only other thing is a good search of them to find if there is any blocking has been set or turned on.

 

However, have you had any communication with Virgin about the matter, it may be a fault at their end not allowing the attachment through in the first place.

 

Nev.

[Mokles]

Ok, I've tried turning the firewall and anti virus off and it still doesn't work, so I guess Virgin or TalkTalk are the next step.

 

Thanks for your suggestions.:)

[Plastic Nev]

Just one other thought, if these attachments are from the same person, ask them to send again and to your Hotmail account, you know that works so if they still won't open, it may be a fault at the senders end. Just a thought is all.

 

Nev.

[Mokles]

Thanks, but I've tried attachments from different senders and the problem's the same.

 

I've contacted TalkTalk but they said I need to contact Virgin.

[Plastic Nev]

Hi, I have since found this help page for Virgin,

 

http://help.virginmedia.com/system/selfservice.controller?CMD=VIEW_ARTICLE&ARTICLE_ID=3314&CURRENT_CMD=SEARCH&CONFIGURATION=1001&PARTITION_ID=1&USERTYPE=1&LANGUAGE=en&COUNTY=us&VM_CUSTOMER_TYPE=Cable

 

scroll down to

"Which e-mail attachment file types are blocked?"

 

Check that the file type of the attachment doesn't match those that are automatically blocked.

 

Nev.

[Mokles]

I'm afraid the attachments are nothing so exotic as the ones on the Virgin list - just plain old .doc and .jpg

[Plastic Nev]

Hi, Have you heard anything from Virgin yet?

 

Just as a possible work round for now if needing those attachments, considering they will open in hotmail, have you tried forwarding the complete E Mail to your Hotmail account and see if the attachment will open then?

 

I am at a loss otherwise as I am not that familiar with using your browser as I use the original Windows Live Mail.

 

Nev.

[Mokles]

I haven't had time to contact Virgin yet, but I have been forwarding my emails with attachments to my Hotmail account and yes, they do download from there.

 

Thank you for your suggestions.

[Mokles]

Just a quick update. Before I had chance to contact Virgin, the problem just disappeared. I am now able to download my attachments without a problem again.

[KenB]

the problem just disappeared.

Computers never cease to amaze me :)

 

Good to hear that all is now as it should be.