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I have an issue with Mac Mail using exchange server, I am…

Customer Question
Hi, I have an...

Hi, I have an issue with Mac Mail using exchange server

Technician's Assistant: Just to clarify, what's the model of your Mac, and what operating system are you running?

I am sorry, I don't have the exact details as it is my Boss' computer and at the moment cannot verify anything

Technician's Assistant: What's the model and Operating System (OS) of your device?

What I can give you the info is that it is iMac running Sierra

Technician's Assistant: When did you purchase your iMac? What troubleshooting have you tried?

Cannot tell you the version yet

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

The iMac was a few years ago

Submitted: 9 months ago.Category: Mac
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Customer reply replied 9 months ago
The setup:
Client using iMac using Mac Mail
Connection to exchange server 2013
Problem sending email attachments of pictures (jog and png) and resently pdf files also affected.
Customer reply replied 9 months ago
jpg
Answered in 1 hour by:
9/13/2017
Mac Support Specialist: Bhavik Joshi, Computer Software Engineer replied 9 months ago
Bhavik Joshi
Bhavik Joshi, Computer Software Engineer
Category: Mac
Satisfied Customers: 947
Experience: Product Developer at Computer Science Corporation
Verified

Hi, I'm Bhavik. Welcome to JustAnswer. I'm reviewing your question now, and will reply back ASAP.

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Mac Support Specialist: Bhavik Joshi, Computer Software Engineer replied 9 months ago

Please let me know what is the exact problem which you are facing while attaching image or pdf files ? Are you getting any error message while doing so ? Try Draging files from the desktop, the Finder, or an app into your message.

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Customer reply replied 9 months ago
The recipients sometimes cannot recieve the attachments
Customer reply replied 9 months ago
The computer belongs to my Boss and cannot give access
Customer reply replied 9 months ago
I am using an ipad and was not able to receive the png file, while using a Nokia Windows smartphone can receive the pictures
Mac Support Specialist: Bhavik Joshi, Computer Software Engineer replied 9 months ago

Do you see a sign like this in your ipad

https://alssl.askleomedia.com/wp-content/uploads/2004/06/image_not_found150.png

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Mac Support Specialist: Bhavik Joshi, Computer Software Engineer replied 9 months ago

To modify the settings on your iPhone to allow images:

  1. Open the settings app.
  2. Select "Mail, Contacts, Calendars."
  3. Set the "Load Remote Images" to ON.

let me know how it goes !!

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Customer reply replied 9 months ago
On my ipad, although it said there is an attchments, on the body message there a text in its place " [cid***@******.***
Customer reply replied 9 months ago
The setting on my ipad is correct with load remote images switched ON
Customer reply replied 9 months ago
It seems to work fine when I connect to the server using imap instead of exchange. But there is a reason I need the exchange connection
Customer reply replied 9 months ago
Another test and i received
[cid:16F81F5E-0815-45DB-8357-C7BC2963A4A0] instead of the picture
Mac Support Specialist: Bhavik Joshi, Computer Software Engineer replied 9 months ago

Try this setting :-

Go to Setting > Mail, Contacts, Calendar > turn OFF Increase Quote Level.

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Mac Support Specialist: Bhavik Joshi, Computer Software Engineer replied 9 months ago

You can change the format of messages you send. Plain text format doesn’t include formatting such as bold or italic text, or items such as tables and images; these messages can be read by all recipients. Rich text format (HTML) can include formatting, tables, and images; these messages may be unreadable for some.

  • Set the format for all messages: Choose Mail > Preferences, click Composing, then choose a message format.

  • Change the format for your current message: Choose Format > Make Rich Text or Format > Make Plain Text before sending the message.

  • Set the format for replies: If you want to use a different format for replies than for other messages you write, choose Mail > Preferences, click Composing, then select “Use the same message format as the original message.”

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Mac Support Specialist: Bhavik Joshi, Computer Software Engineer replied 9 months ago

You need to set Rich Text format (HTML) as a default format for your emails to see the emails. It seems currently it is set as plain text that's why images are not loading.

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Customer reply replied 9 months ago
But the same email I received on two different devices and the Windows Mobile I can receive
Customer reply replied 9 months ago
Sending using rich text has the same result
Customer reply replied 9 months ago
Setting of use the same message format as the original message is ticked also.
Mac Support Specialist: Bhavik Joshi, Computer Software Engineer replied 9 months ago
  1. Click Mail > Preferences.
  2. Click the Viewing button.
  3. Make sure a check mark is next to "Load remote content in messages"
  4. Close the window.
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Mac Support Specialist: Bhavik Joshi, Computer Software Engineer replied 9 months ago

Did this fix your problem ?

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Mac Support Specialist: Bhavik Joshi, Computer Software Engineer replied 9 months ago

If this also doesn't fix your problem then you can try rebuilding your mail box by following below step :-

Mailbox > Rebuild.

When you rebuild mailboxes for IMAP or Exchange accounts, messages and attachments stored on your computer/devices are discarded, and then downloaded again from the mail server to your Mac. Your mailbox appears empty until the download is complete.

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Customer reply replied 9 months ago
with regards ***** ***** remote content, the problem is not with the sender iMac. Because we tried sending the mail back to the same sender and the picture is showing
Customer reply replied 9 months ago
Withh regards ***** ***** rebuild, does this really solve the problem of sending out the mail ?
Just to remind you that the receiver is using windows mobile the picture shows, but the receiver using ipad or iphone or other Mac Mail cannot get the attachments
Mac Support Specialist: Bhavik Joshi, Computer Software Engineer replied 9 months ago

Okay, Yes then rebuild will be of no use.

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Mac Support Specialist: Bhavik Joshi, Computer Software Engineer replied 9 months ago

You are sending emails as rich text or plain text ?

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Mac Support Specialist: Bhavik Joshi, Computer Software Engineer replied 9 months ago

Also try unticking option "Always send Windows-friendly attachments" to see if it is working fine.

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Customer reply replied 9 months ago
Tried both rich text and plain text
Customer reply replied 9 months ago
Where is the option for "Always send Windows-friendly attachments". I cannot find this option
Mac Support Specialist: Bhavik Joshi, Computer Software Engineer replied 9 months ago

From the main Mail window choose Edit > Attachments, then you should see tick mark in Send Windows-Friendly Attachments

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Mac Support Specialist: Bhavik Joshi, Computer Software Engineer replied 9 months ago

Also do this setting change :- From the main Mail window, choose Edit > Attachments > Always Insert Attachments at End of Message.

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Customer reply replied 9 months ago
Ok. Trying now
Mac Support Specialist: Bhavik Joshi, Computer Software Engineer replied 9 months ago

ok.

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Customer reply replied 9 months ago
Same result as before
Mac Support Specialist: Bhavik Joshi, Computer Software Engineer replied 9 months ago

Strange, I am out of ideas now.

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Customer reply replied 9 months ago
Just another info, I changed the connection to imap, the picture showed...
But the problem is when the connection is using exchange configuration
Mac Support Specialist: Bhavik Joshi, Computer Software Engineer replied 9 months ago

Why you do not want to change to IMAP?

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Customer reply replied 9 months ago
It works with IMAP setting
Customer reply replied 9 months ago
but there is a problem with the SMTP
Mac Support Specialist: Bhavik Joshi, Computer Software Engineer replied 9 months ago

I saw below article :-

http://osxdaily.com/2016/12/17/fix-mail-not-showing-attachments-mac/

You can try this out.

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Customer reply replied 9 months ago
The exchange server provider does not provide smtp server and therefore must use outside server, which is always problem with connection
Customer reply replied 9 months ago
The problem is the receipient not showing the attachments and not the sender that is not getting the attachments
Mac Support Specialist: Pete, Computer Engineer replied 9 months ago
Pete
Pete, Computer Engineer
Category: Mac
Satisfied Customers: 20,165
Experience: Over 16 years of computer experience, CISCO certified
Verified

Hello, I see you have requested a new expert for your question.

What is the total size of all attachments?

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Customer reply replied 9 months ago
Hi...
My specific test was 2MB of 2 png file
Mac Support Specialist: Pete, Computer Engineer replied 9 months ago

Do you get any failure message?

Has the recipient checked their junk or spam email folders?

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Customer reply replied 9 months ago
Hi Pete,
Sorry for late follow up. There is time difference here.The receipient can receive the email, just that the attachments are missing.
Customer reply replied 9 months ago
Here is the recap:
Sender using iMac with Sierra OS and using Mac Mail with connection to Microsoft Exchange Server 2013.Receipient : Using 2 devices with the same email address, one is an iPad and the other a Nokia with Windows Mobile OS.
The Nokia can receive the pictures while the iPad does not receive and only a message of
[cid:16F81F5E-0815-45DB-8357-C7BC2963A4A0] instead of the picture
Customer reply replied 9 months ago
Note: when I change the sender setup using imap, both receipients receive the pictures, however the drawback is that the SMTP server is only available outside the building and most times there ate problems connecting to it.
Mac Support Specialist: Pete, Computer Engineer replied 9 months ago

Different servers can be set to block and remove different file types.

Are these your own servers?

Can you check their configuration and settings?

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Customer reply replied 9 months ago
I have no access to the server.
However, as I ponted out earlier that in the same email sent to the same email address, but open in two different devices produces different results...
Mac Support Specialist: Pete, Computer Engineer replied 9 months ago

But the same email goes through two different email servers, correct?

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Customer reply replied 9 months ago
No. One email sent to one email address, but the receipient (me) open the same email in two different devices, one ipad and the other Windows Mobile
Mac Support Specialist: Pete, Computer Engineer replied 9 months ago

Previously you said "The exchange server provider does not provide smtp server and therefore must use outside server"

So there are two different email servers being used - correct?

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Customer reply replied 9 months ago
No. What I meant was that the exchange server does not have smtp services and therefore I do not want to use IMAP connection and thus the exchange connection.
Customer reply replied 9 months ago
Do you know the setup of mac mail to an exchange server?
Mac Support Specialist: Pete, Computer Engineer replied 9 months ago

Yes I know the setup of Mac Mail to an Exchange server, however I am not sure what is going on here at all so I will opt out.

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Mac Support Specialist: Julien Pabion, Apple Technical Expert replied 9 months ago
Julien Pabion
Julien Pabion, Apple Technical Expert
Category: Mac
Satisfied Customers: 27
Experience: Apple Certified Support Professional macOs 10.12 Sierra - Apple Certified Technical Coordinator - Apple Certified Macintosh Technician - Apple Certified IOS Technician
Verified

Hi i am Julien and will try to help you on this problem.

Can you erase and reconfigure the exchange account on your iPad and try again ? It can be an simple issue on the iPad.

If this not work I would like that you configure the email address on another iPad or iPhone to check if the problem persist to know if it is from the server or the device that you use.

If the reconfiguration of the account on the iPad solve the problem thank you to rate me 5 stars then i can be paid for my answer to you.

Thank you to let me know anyway the result.

Julien Pabion

Apple Certified Support Professional macOs 10.12 Sierra
Apple Certified Technical Coordinator
Apple Certified Macintosh Technician
Apple Certified IOS Technician

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Customer reply replied 9 months ago
Hi Julien,
Let me start again:
The Sender : iMac running OS Sierra, using Mac Mail connection exchange 2013The receiver : iPad OS 10 and Windows Mobile Phone using IMAP connectionThe email : One email from sender with 2 pictures file (png) size 2MB to one email receiver and in iPad the attachments are not showing but in Windows Phone it is showing.
Note: Similar mails have been sent to users and problem opening attachments on iMac OS, iPhone and iPad. But all windows platform is showing. Have not tested on Android.
Customer reply replied 9 months ago
nothing to do with exchange on iPad
Mac Support Specialist: Julien Pabion, Apple Technical Expert replied 9 months ago

Hi, i understood well thank you, ***** ***** want you to do on the iPad is to delete the account wich is receiving the emails without the attachment and recreate it to see if it does the same issue. To delete the account you go on settings the Mail then go in the account and delete it. You will need the password ***** the email address to recreate it. Thank you to let me know the result.

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Mac Support Specialist: Julien Pabion, Apple Technical Expert replied 9 months ago

So Settings -> Mail -> Accounts -> the account and then Delete at the bottom. After that Settings -> Mail -> Accounts -> Add account

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Mac Support Specialist: Julien Pabion, Apple Technical Expert replied 9 months ago

Then try to receive again on the iPad

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Mac Support Specialist: Julien Pabion, Apple Technical Expert replied 9 months ago

Can you send me the email then i check how i receive it ? My address : XXXXXXXXX also add your email address to send it also to yourself to see if you receive it. Just one precision please did you try to send it to differents address on the same iPad ? Your problem can be from the smtp server which is not a setting in your iPad. Then i will not be able to help you but to understand your problem. Can you send the email to me please ? Thank you

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Customer reply replied 9 months ago
Hi Julien,My iPad is working fine as I can receive from other emails with no problems...The problem is with the sender mail as everyone she (My Boss) sends email with picture attachments who uses Mac OS, iPad and iPhone cannot see the attachments.As previously mentioned, if I changed her iMac mail configuration to IMAP connection to the exchange server, my iPad can receive the pictures.What I am asking if there any issues with their Mac mail setup using exchange connection or is there some settings that needs to be done? Attached is the option of exchange connection for the iMac Mail setupAs for sending you an email, I need to ask for My Boss permission to send from her iMac.
Mac Support Specialist: Julien Pabion, Apple Technical Expert replied 9 months ago

Hi, i understood thank you for explanation.

Then to answer to your question, no, there is no settings to do in Mail to say dont send the attachments so whatever if its a windows or Mac Os or iOs platform if you see the attachent on one of them then it mean that the attachment was sent... And by default your Apple devices should be ok to receive any kinds of attachment in emails so its strange that you saying to me that all the Apple device can not receive it...

There is no reason that iPad (iOs) and Macs (MacOs) will not receive the attachments if the windows receive it.

One reason can be that the files contain malware and are stopped by an antivirus program but why not on windows ? So no i dont think its the reason...

I wanted you to erase the account and recreate it in Mail on the device sending the emails with issue to recreate correctly the smtp server and be sure its not an issue while sending but as i said, if you receive the attachment on other devices it mean that the attachment is correctly sent...

Now to troubleshoot correctly your problem I need to do more tests for understanding.

First I need that you send me an email with the pictures to my address***@******.*** then i can see on my différents devices how it goes. Write "justanswer email test" in the object then i will recognize your email.

I will try to help you to fix your problem as i can but can you please rate me five star from now on the just answer webpage ? Then i will ge paid by justanswer from the money you already paid them already ? If you dont do that they will not pay me... Thank you and i wait for your email for understanding more your problem and help you to fix it.

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Customer reply replied 9 months ago
Hi Julien,Ok. I will try ro send you the mail.
In the mean time, how/where do rate ? Is it the Finish button?
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