New Outlook Displays Different Attachment Context Menu for the Same Email on Two Devices

Question

Hello,

We have found an issue with New Outlook for Windows.

Two computers are signed in with the same Microsoft 365 account and open the same email, but the attachment behavior is different.

• Computer A: The attachment only shows Copy. There are no options such as Open, Save As, or Quick Print.
• Computer B: The same attachment displays the full context menu, including Open, Preview, Save As, Quick Print, and Save All Attachments.

Both computers are running nearly the same New Outlook version (20260717007.16 / 20260717007.14). We have already compared Outlook settings, and Outlook on the Web (OWA) works correctly on both devices.

Could you please help us determine why the same email is rendered differently in New Outlook and how to make the attachment behavior consistent?

Answer 1

Hi Sean Zhu

Since the same Microsoft 365 account, the same email, and nearly identical New Outlook builds are being used, this behavior is unlikely to be mailbox related. The fact that Outlook on the web displays the attachment actions correctly on both devices also suggests that the message and attachment itself are not the cause.

New Outlook shares much of its codebase with Outlook on the web but also relies on local Windows integration components for attachment handling and file operations. Differences in Windows integration, local Outlook cache, policies, or feature rollout can sometimes cause attachment menus to be rendered differently on different devices.

To better understand your situation could you please share some information:

• Are both devices running the same Windows version and patch level?
• Does the issue occur with all attachments or only specific file types (PDF, Word, Excel, etc.)?
• If you open another email with attachments, does Computer A still show only Copy?
• Does the issue persist after signing out of New Outlook on Computer A and signing back in?

As an additional test, please try resetting the local New Outlook cache on Computer A by signing out of Outlook, closing the application, and then reopening it. Since New Outlook stores local data separately from the mailbox, cache inconsistencies can sometimes affect how attachment actions are displayed

I look forward to your response.

---

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.