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Win 7. E-mail received by Thunderbird with .docx attachment.

Customer Question
Win 7. E-mail received...

Win 7. E-mail received by Thunderbird with .docx attachment. Unable to open the attachment - get message "Work experienced an error condition ...". Similar problem with .pptx, but .xlsx works fine. Happens on one computer only! No problems if forwarded to another e-mail address and opened on another computer.

Technician's Assistant: How's your internet connection? Are you checking your email from a browser or a mail client (e.g. Outlook)?

Thunderbird (client)

Technician's Assistant: Are there any antivirus or firewall settings that could block you from receiving mail?

Yes, using AVG. However, mail arrives OK. The problem occurs only when I try to open the attachment.

Technician's Assistant: Anything else you want the Email Expert to know before I connect you?

Not really.

Submitted: 5 months ago.Category: Email
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Answered in 5 minutes by:
11/22/2017
Email technician: Bryan, Computer Support Specialist replied 5 months ago
Bryan
Bryan, Computer Support Specialist
Category: Email
Satisfied Customers: 13,092
Experience: 8+ years of professional support for tech-related issues, including computers, email and software.
Verified

Hello. Thank you for your question. My name is ***** ***** I will do my best to assist you today.

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Email technician: Bryan, Computer Support Specialist replied 5 months ago

Just to clarify, what's the version of Microsoft Office, e.g. 2013, 2016, installed? When did the issue first start?

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Customer reply replied 5 months ago
MS Office 2013. Problem started ~1 month ago
Email technician: Bryan, Computer Support Specialist replied 5 months ago

OK, please stand by - typing up further steps now.

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Email technician: Bryan, Computer Support Specialist replied 5 months ago

By the way, are you able to open up the attachments if you right-click and save them first (instead of opening them directly in Thunderbird)?

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Customer reply replied 5 months ago
No, saved attachements generate the same error message. However, I can redirect the e-mail to another address and computer and the attachments work fine there.
Customer reply replied 5 months ago
The other computer uses Office 2010, though.
Email technician: Bryan, Computer Support Specialist replied 5 months ago

OK, we might need to add the location to your trusted folders in Office now. Can I connect to your screen (no extra charge, do not accept any paid offer shown by the site) to check this now?

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Customer reply replied 5 months ago
What do I need to do?
Email technician: Bryan, Computer Support Specialist replied 5 months ago

Please open up the following link on your computer:

www.fastsupport.com/586180889
Follow the on-screen prompts to open/run the remote file, and click Yes when prompted to allow the remote connection. We will then be connected.

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Email technician: Bryan, Computer Support Specialist replied 5 months ago

It looks like you are having some issues with joining the remote session. Please do this now:

Open Word first, then click on the File tab at the top, and then click Options at the left.

Next, click "Trust Center" and then click "Trust Center settings."

Next, click "Protected View" and then UNTICK all three options listed there. Click OK.

Done that, close and re-open Thunderbird, and try opening a Word attachment again - do you get the same error now?

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Email technician: Bryan, Computer Support Specialist replied 5 months ago

Please update me on the results after carrying out the above steps; I'll be here. Thanks,

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Jess M.
Jess M., Computer Support Specialist
Category: Email
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