AnswerTHIS IS AN INTERNAL ARTICLE AND NOT MEANT TO BE SENT TO CUSTOMERS IN THIS FORM
When examining an archived email within GFI Archiver which has an attachment the attachment is blank (0kb in size). When trying to open the attachment (e.g. in Excel if it is an xls-file) it fails to open. When examining the same email in the Microsoft Exchange mailbox, the attachment has its normal size. The file opens fine in its application (e.g. in Excel if it is an xls-file). This does normally not affect all emails, but only a small subset of mails.
No solution is available for this issue. The email has been provided in an incomplete form by the mail server when GFI Archiver downloaded it from the journal mailbox.In order to demonstrate to a customer that the cause lies outside of GFI Archiver, one would need to capture the email in the journal mailbox, then download it with another email client software (like Thunderbird or EWSEditor) and show that the downloaded copy does not contain the attachment either.
This is difficult to achieve, as it is unknown if an email is affected before it is archived by GFI Archiver.
At this point the customer should investigate outside of GFI Archiver what is causing this behaviour. The following points can be suggested on a general basis:
- Ensure that anti-virus software is not causing this
- Ensure that Windows and Microsoft Exchange is fully patched
- Ensure that the traffic between GFI Archiver and the journal mailbox is not changed (for example if the traffic flows via a router or proxy)
SELECT arc.id, arc.Date, arc.full_subject, arc_att.attSize, arc_att.fileName, arc_users.userName
LEFT JOIN arc ON arc_att.id=arc.id
LEFT JOIN arc_owners ON arc.id=arc_owners.id
LEFT JOIN arc_users ON arc_owners.usrId=arc_users.usrId
WHERE attSize=0 ORDER BY arc.id ASC
The cause of this issue is unknown, but lies it outside of GFI Archiver.Previous cases showed that the issue occurs at the point when a client software downloads the affected email from the journal mailbox from Microsoft Exchange. Microsoft Exchange sends the email to the client software with the empty attachment already. Tests showed that this is not limited to GFI Archiver, but also other client software like Thunderbird or EWSEditor.