Thread 1: I'm not able to work with attachments in Outlook.com

I'm Unable To Open Attachments That Were Sent To Me:

We have identified an issue with an older version of IE9 that changes the way it deals with file downloads. If you are in this situation, please perform the following:

  1. Upgrade your IE9 with the latest Security Update (Click here, or check in Windows Update)
  2. Restart your computer, accepting all Windows Updates
  3. Upgrade from IE9 to IE10(Windows 7 with SP1 only)
  4. Clear Your IE9 cookies (instructions here).

I'm Unable To Send Attachments When I'm Writing an Email:

If the Attach button is not functioning when clicked, there is likely a conflicting Silverlight issue in your browser. Please try the following steps to resolve your issue:

  1. From within the browser that has the problem, go to http://microsoft.com/getsilverlight. That page will detect whether you have Silverlight installed, and which version it is.
  2. If that page says that your Silverlight is below 5.1.2, then please follow the instructions on that page to update your Silverlight.
  3. If your Silverlight is already up to date and something is still not working, then please disable/uninstall Silverlight from your browser. This can be found through "Manage Add-ons" in the top-right gear menu of IE, or through "Add-Ons > Plugins" in the top-left menu of Firefox, or by typing chrome://plugins/ into your Chrome address bar.
  4. Please clear your browser's cookies and cache. This can be done by following these instructions in IE, or by holding the keys Ctrl+Shift+Delete in Firefox, or by typing chrome://history into your Chrome address bar.
  5. If all of the above fails, please try using your browser's "Private Browsing" mode. This can be found by clicking "Safety > InPrivate Browsing" from the gear menu in IE, or by clicking "Start Private Browsing" in the Firefox menu, or by hitting Ctrl+Shift+N in Chrome.

We apologize for this inconvenience and assure you that we're working on a permanent solution.

***Post moved by the moderator to the appropriate forum category. ***

Answer
Answer
               

NEW UPDATE on 03/29/13:

 

Thank you for providing all the necessary details about this issue. We would like to inform you that we are intensively investigating this problem, however we need additional information from you:

  1. Please provide a brief description of the issue. We need to know whether you're viewing, downloading/uploading, etc. the attachment.
  2. For users who clicked the upgrade button, we would like you to verify if you're using HTTPS settings. To check this, you just have to look at the URL on the address field.
  3. Did you change any settings on your account and browser before you encountered this problem?

Since this thread has become too long to manage, we have created a new one where you can provide all the information that we need for our investigation: Thread 5: I'm not able to work with attachments in Outlook.com .

 

For other users who are encountering a different issue, we strongly suggest that you create a new thread so we can easily manage all your concerns.

 

NEW UPDATE on 03/07/13:

 

If you are on IE9 and unable to Open/Save attachments, we have identified an issue with an older version of IE9 that changes the way it deals with file downloads. If you are in this situation, please try the following workarounds until we are able to release a permanent fix:

  1. Upgrade your IE9 with the latest Security Update (Click here, or check in Windows Update)
  2. Upgrade from IE9 to IE10 (Windows 7 only)

If you are unable to update IE9 to the latest security patch, then please try using Mozilla Firefox or Google Chrome in the meantime.

 

 

---

Additionally if you're having issues with attaching files, read on...

 

We're investigating issues with attachments and recommend you follow the steps below:

  1. Check if your browser is up to date, your browser should be supported by Outlook.com. You can refer: Best browser for Outlook.com
  2. Sign out completely from all Microsoft services. Click your name in the top-right, and select “Sign Out”(not just closing the browser window), sign out from all other Microsoft services (such as Skype, messenger, Skydrive etc). and then sign in again. Then try attachments again.

  3. Reset Internet Explorer settings
  4. Clearing cache and cookies sometimes solves the issue, refer Optimize Internet Explorer
  5. Install the latest version of Microsoft Silverlight. You can follow the steps provided below:
  •   Go to this link: http://microsoft.com/getsilverlight from within the same browser that you had the problems with. That page will detect which version of Silverlight (if any) you currently have.
  • If your installed Silverlight version is less than 5.1.1, then we suggest that you follow the steps on that page to update it.
  • If Silverlight is already updated and the problem still exists, try disabling Silverlight in the browser's extension/plugin.
  • Let us know (by posting on this thread) if updating, installing or disabling the Microsoft Silverlight resolves the issue. This will help us in our investigation.

 

If the above steps didn't fix your issue please provide the following:

  1. Impacted/Affected Email Address
  2. Type and version of your browser
  3. Operating System
  4. which device were you using when you faced this issue (PC, laptop, phone, Surface etc)
  5. Please provide a brief description of the issue. We need to know whether you're viewing, downloading/uploading, etc. the attachment.
  6. For users who clicked the upgrade button, we would like you to verify if you're using HTTPS settings. To check this, you just have to look at the URL on the address field.
  7. Did you change any settings on your account and browser before you encountered this problem?

We may need to access your account to reproduce the issue hence need your permission to do so. If you are willing to help us with the investigation, please post "I am willing to grant permission to access my account, please open a private messaging area for me" and an agent will communicate with you privately on the next steps.

 

We are looking forward for your help in fixing this issue.

 

- Outlook.com Support team

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Hello Everyone,

 

We apologize for the inconvenience that this issue has caused you.  Please be assured that Microsoft is working round the clock in order to determine the cause of this concern.  Microsoft has numerous teams working intensively in order to formulate a fix.  We appreciate everyone's patience and understanding regarding this matter.

 

Firstly, we would like to acknowledge the users who shared workarounds and troubleshooting steps that they did on their end which got the issue fixed on their side.

 

Secondly, for those who are still experiencing this issue, please bear with us as we perform our investigation.  We have already collected sufficient amount of information that we can use in order to perform a deep dive analysis from our end.  We have submitted these findings to our Microsoft Engineers. We assure you that we will update this thread once we have the complete details from our team.

 

Thirdly, we also appreciate any feedback that you are willing to share with us.  Kindly visit this link for more details: Feedback for Outlook.com

 

Lastly, if you have other concerns, kindly refer to our Frequently Asked Questions via this link: Frequently Asked Questions for Outlook.com

 

Best Regards,

 

Carlo

Was this reply helpful?

Sorry this didn't help.

Great! Thanks for your feedback.

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Thanks for your feedback, it helps us improve the site.

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Last updated April 8, 2021 Views 130,766 Applies to: