0 Byte Attachments

Question

Using Freshdesk with Microsoft account integration for our mail server, we've encountered an issue: when customers send requests with attachments, the ticket in Freshdesk shows the email content but displays the attachment as 0 bytes, rendering it unable to open.

We're exploring whether this issue lies within Freshdesk or our mail account. Upon checking the email directly in our mail account, the attachment appears with a valid size.

Any insights on resolving this discrepancy would be greatly appreciated.

Answer 1

No Yet

Answer 2

Using Freshdesk with Microsoft account integration for our mail server, we've encountered an issue: when customers send requests with attachments, the ticket in Freshdesk shows the email content but displays the attachment as 0 bytes, rendering it unable to open.

We're exploring whether this issue lies within Freshdesk or our mail account. Upon checking the email directly in our mail account, the attachment appears with a valid size.

Any insights on resolving this discrepancy would be greatly appreciated.

Hi Ali,

We are having the same issue - did you manage to resolve this?

Answer 3

Hello Gabe,

This is due to Microsoft Defender, it scans the attachment of the email, if you deactivate this option then the attachments will be good in the ticket.

The ticket is created in the Fresh before the MS defender finish scanning the attachment.

Answer 4

I am also having this issue. The pdf appears but as 0byes. I have spoke with Fresh desk they insist that this is a Microsoft issue. Any further help?

Answer 5

Hello Ali Raza I-Tea,

Thank you for your contribution to the Microsoft Community Forum.

I understand that you're experiencing issues with your email attachments. I understand how frustrating this can be, and I'm here to help you resolve this issue.

Based on the information you've provided, it seems that the issue may be related to the integration between Freshdesk and your Microsoft account. However, to better understand the root cause of the problem, I would like to ask a few questions:

1. Have you tried sending attachments from other email accounts to Freshdesk to see if the issue persists?
2. Have you checked if the attachments are being blocked by any security settings in Freshdesk or your Microsoft account?
3. Have you tried contacting Freshdesk support to see if they have any insights on this issue?

In the meantime, here are a few troubleshooting steps you can try:

1. Clear your browser cache and cookies and try accessing the attachments again.
2. Try accessing the attachments from a different browser or device.
3. Check if the attachments are being blocked by any antivirus or firewall software on your computer.

If none of these steps work, I recommend reaching out to Freshdesk support. They are the right support team who can provide more specific guidance on how to resolve this issue.

I hope this helps, and please let me know if you have any further questions or concerns.

Sincerely,

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ReynaldoB

Microsoft Community Forum Moderator