An attachment is rejected or unavailable
Identify whether the file, quota, processing, or access check is preventing use.
- The error state and a harmless test file.
Step-by-step walkthrough
- 01
Check the displayed file limit and the selected file’s actual size and type. Renaming an extension does not change the file’s content.
- 02
Review the processing state. Wait for a pending inspection to finish; do not repeatedly upload the same large file while investigating.
- 03
Ask the operator to inspect scanner or storage failures if processing is stuck. Keep any diagnostic output free of customer file contents and credentials.
- 04
If one person can download the file and another cannot, review their conversation access before changing storage settings.
- 05
Use a harmless small test file to verify a correction, then retry the original file only when appropriate.
Expected result
A specific cause has been identified and a safe test upload succeeds.
Important details
A successful upload request is not always the same as a clean, shareable attachment.
Need help with this workflow? Contact the team and include this guide’s title.