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useroDrB2jjxIk
Asteroid

Unable to load attachment

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We have several company-owned S5 phones ( on Verizon, in the continental US ). They have all stopped being able to download attachments, apparently* (I can’t be 100% sure of causation, but the timing aligns) since the System update G900VVRS2DQB2 last week.

 

We are using Exchange ActiveSync. Settings and preferences are all set to automatically download attachments, with no size limit. Messages received over the past week have not downloaded the attachments. If a user goes to an attachment and clicks “download” they get an error message “unable to load attachment <filename>”.

 

Are others seeing the same? Any ideas on resolution?

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useriI1wVRsRqM
Asteroid

Re: Unable to load attachment

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Our phones began prompting for an update yesterday morning.

Ran the update, then tried to download and attachment...

SUCCESS!!!  I have had several users let me know that they are now able to see attachments in email.

If your phone hasn't propmted you, try going into settings, to the Software Update section and have it check.

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38 REPLIES 38
useriI1wVRsRqM
Asteroid

Re: Unable to load attachment

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Hello,

 

I am with the IT department with my company. I have had a couple of user who say that they have ran the most recent update for their Samsung Galaxy S5 phones, and now they are unable to download attachments from email. We are also using MS Exchange ActiveSync with setting very similar to yours, allowing automatic downloads and the limit is set pretty high. We are receiving the same error on these phones: "Unable to load attachment <filename>".

 

I have looked into all of the other settings within the email app on the phone, as well as the settings within our ActiveSync. I have this as my company phone, and I am experiencing these issues also.

 

I am just replying to inform you and others that I am having this same issue as well…and I am also searching for a resolution.

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userpRNklmWBiA
Asteroid

Re: Unable to load attachment

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We also have the exact same problem.  Been getting nothing else done at the office all week.  Seems to have only affected the S5's for now.  The software update with the January 2017 Android security patch works fine.  Once upgraded to the latest Verizon update (February 1, 2017) this feature breaks.  I have a Verizon Note 5 with the latest update installed and it is unaffected.

 

I noticed that the Microsoft Exchange Activesync account icon is different after the latest S5 update (It's 4 white corners, like a crosshair, instead of the usual blue "E" logo), and that the built-in E-mail client is version 5.0.0.0400 on the S5, whereas on my significantly newer Note 5 (again, latest February update), it is 3.3.38.  Don't know if either of those components are at fault or not but I've never heard of mail client version 5.0.0.0400.  Even my S7 Edge running Android 7 has mail client 4.0.43-3.

 

We connect to an Exchange 2007 server with all of the latest updates.  Again, other devices work fine, and any S5 not running the latest OS update works fine.

 

On the broken phones, no inline images display, and tapping either Preview or Download on an attachment results in an almost immediate error "unable to load attachment xxxxxxx".  This happens on 4G or WiFi.

 

Already tried a factory reset, and tried clearing the app cache and rebooting the phone both before and after having gone nuclear.  Also removed and reloaded the single mail account over 20x during testing.  Same problem.

 

E-mail does sync.  I can still see that there are new messages, read the subject lines, and even open the messages and read any plain text in the message body.  This is not an authentication issue or a misconfiguration.

 

Verified that the stock E-mail app has Storage permissions enabled.  Turned the rest of the permissions on too for good measure, didn't help.

 

Even tried updating our SSL cert from one that is self-signed, to one issued by Entrust.  Removed 1 error message during device setup, but didn't help the issue at hand.

 

Gmail client partially works.  Had to download an update from the Play store first, and even then, inline images do not display, but attachments will open.  This is not a viable solution since our mail accounts are configured via MDM (though my test S5 did not have our MDM installed at the time, so that variable didn't affect our tests) and our MDM can't configure Gmail settings, only the built-in mail client.

 

Our entire fleet of 160 phones is almost entirely S5's.  Changing models is not an option, especially if other phones are due to receive the same Exchange-breaking update.

 

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useroDrB2jjxIk
Asteroid

Re: Unable to load attachment

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OP here, bumping the topic. Appreciate the Me-Too's, at least I can rule out my own ignorance of Android details. I am also a Company IT guy, but not a specialist in mobile.

 

Is this forum moderated? Samsung: Can you verify a bug? Is there an ETA to resolve? Is there any way to roll back the update that caused this error?

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Highlighted
Honored Contributor

Re: Unable to load attachment

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Hey all!
We've noticed several random concerns with the new update. We want to be sure that all these get fixed up as soon as possible! To help our developers and bug fixers find all of these, I ask that you post this again on this thread here: https://us.community.samsung.com/t5/Product-Updates/Announcement-Nougat-7-0-Update-Problems/m-p/7249...
That will place all of these concerns in one place and make it much easier not only to talk to each other but to have those that need to see all of these find them faster! Thanks.  Smiley Happy


Be sure to click " ✓ Accept as Solution" when you find an answer that works for you.

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userpRNklmWBiA
Asteroid

Re: Unable to load attachment

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This is not a 7.0 issue.

The S5 does not have Android 7.0, at least not on Verizon.

This is an issue with Android 6.0.1 running the February 1, 2017 Security Patch on Verizon issued S5's.

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useroDrB2jjxIk
Asteroid

Re: Unable to load attachment

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so posted.

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Honored Contributor

Re: Unable to load attachment

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You're right @userpRNklmWBiA, that isn't a nougat problem really, but it is an update problem. If others are having similar problems with that update I wanted to be sure it was seen. It might be a bit sneaky to place it in the nougat update thread but I know people who fix these things are looking there.   Smiley Wink

 

In that same vain though, anyone else on the Community seeing this with the recent security update to S5? For those with it, is it ONLY the Exchange emails doing it? If you have something like... hotmail, gmail, something like that, is it still having attachment loading problems?


Be sure to click " ✓ Accept as Solution" when you find an answer that works for you.

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userOywcWKBrJW
Asteroid

Re: Unable to load attachment

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I am attaching a CAS log file from our exchange server for one person over a 25 min span.   Hope this helps with the troubleshooting and the issues we are experiencing.

shane

 

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userOywcWKBrJW
Asteroid

Re: Unable to load attachment

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Hello,

We are experiencing the same issue with the attachments; however, we are experiencing issues with the February patched (G900VVRS2DQB2) Samsung S5 devices are con tacting our Exchange Server / Active Sync / OWA anywhere from 20-60K times a day.  Prior to February 28th, devices would only contact the exchange server around 150 times a day.  We have verified that these unit against our MDM to ensure that they are all the same build.  I would really be interested in know when there might be fix or a possible rollback.  This is current affecting 250+ devices within our network.

Thank you,

Shane

 

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