A user sent an email to multiple users, not a group, just a couple selected manually from her address book. The sender attached multiple .pdf files to the email.
All the users reported that they were unable to open the attachments because the icons were gone and replaced with the “attachment deleted by” message. The user that it reported as deleting the attachments was the sender.
The sender can see the attachments in the sent message.
We tried to reproduce this but have been unable to. Any ideas as to why this happened would be great. TIA
Subject: gather more data
Sometimes users leave out some important information when reporting a problem, and it is up to us to gather that information in order to properly diagnose a problem.
In this case, I would start with two things:
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I would have the sender repeat the process, sending to myself and another MIS staffer this time, with the same files. Watch as they do it, if possible, either in person or via shadowing software. See if the problem can be reproduced.
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I would check the edit dates on the saved document in the sent folder against edit dates on the recipient’s emails. This will tell you if any changes were made to either document that wasn’t made to the other - for example, the sender adding the attachments back, or a 3rd party application removing them when being sent.
Hopefully, that gives you somewhere to start.