Outlook PWA desktop won't download or preview email attachments

Question

Outlook PWA desktop won't download or preview email attachments

Emma Dean 0

Outlook PWA desktop will not allow me to download or preview email attachments even though I can see them when I log in to outlook via my phone. When I try, Outlook PWA tells me to try again later with no other options to resolve. This is an intermittent recurring problem and the normal troubleshooting has not fixed it. I have updated my Windows and my Outlook. Can anyone help?

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2 answers

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Answer 1

@Emma Dean said

Outlook PWA desktop will not allow me to download or preview email attachments even though I can see them when I log in to outlook via my phone

I just tested using Outlook PWA using Windows/Chrome and I can not reproduce. So it doesn't look like a general Outlook PWA bug.

I would suggest that the next time you hit the problem, from the Outlook main menu do:

Help -> Feedback -> (o) Report a problem
[Record]
{Make it fail}
[Stop Recording]
Can we contact you -> Yes
Collect logs for feedback -> Yes
[Submit]

If you don't hear back from Support after 24 hours, contact Support and ask about your previous Problem Report.

From the main menu: Help -> ? Help
{This should open the Help side panel}
Search Help -> {Your problem} and press Enter
Still need help? [Yes]
If you get "We're here to help": Tell us your problem -> {Your problem, again} [Get Help]
[Sign In] {Use any Outlook/Microsoft account}
Choose a support option -> Chat with a support agent in your web browser

Answer 2

Try these checks in order:

Test Outlook on the web in an InPrivate/Incognito browser window.
- If attachments work there, clear the browser cache for the normal session.
Test a different browser.
- Outlook uses the default browser to open or preview many attachment types.
- For PDF files, if Microsoft Edge is the default browser, PDFs should open in Edge.
Test a different network, such as a mobile hotspot.
- If attachments work on the hotspot, the issue is likely related to a firewall, proxy, antivirus, or other network restriction.
- A reported case with the same symptoms was resolved after an antivirus update issue was addressed.
If the problem is only preview and not download in classic Outlook, check whether attachment preview is disabled.
- In classic Outlook: File > Options > Trust Center > Trust Center Settings > Attachment Handling.
- Make sure Turn off Attachment Preview is not enabled.
If Office file previews fail in Outlook on Windows, verify that the Windows Firewall service is running.
- Press Windows key + R.
- Type services.msc and select OK.
- Right-click Windows Firewall > Properties.
- Set Startup type to Automatic.
- Select OK, then right-click Windows Firewall and select Start.
If the issue is urgent, use a workaround while troubleshooting.
- Open or download the attachment from Outlook on the phone if that continues to work.
- If available, try classic Outlook desktop, since that is a documented workaround for some attachment download/preview issues.

If the failure is intermittent and recurring only on the desktop web experience, the most useful isolation steps are browser session, browser type, and network/security software testing. If those tests show the problem happens only on one desktop environment but not on the phone, that points away from the mailbox content itself and toward the local browser or security path.