Hello, a few times I’ve tried to use HubSpot to email a contact an attachment.
The email sends but the attachment is missing. The attachment is also missing when I look at the email in my GMail sent items.
I contacted HubSpot support about this already, but they referred me here, which I find bizarre. I’m told it’s because I’m on the Free plan, but if the product actually worked on a basic level, I might start paying for it. Sending emails with important attachments missing is a pretty big problem.
Could you confirm that you have installed the correct add-in based on the setup detailed in the table in this article? (for e.g. checking your email client and whether you’re using a MAC or PC)
Could you check that you have not turned off the email attachment logging in your settings page.
Does the issue only occur for one specific attachment or for all your attachments? Kindly note that there’s a file size limit of 20 MB for files attached to sales emails so I’m wondering if this might be a possible reason.
. I haven’t installed any add-in. I use Chrome to go into a Deal then I create an email from within a Deal and send it. Are you saying Hubspot won’t work when used via Chrome unless this add-in is installed? I just installed it, but I don’t see an option to use this extension to send emails directly from GMail. The extension sends me back to HubSpot Chrome to send emails, which seems to me like would result in the same problem.
Attached are my email log settings, which I have never touched.
The file is 4.6MB so that’s not the issue. This has happened with other attachments.
Thank you for these helpful details, and the screenshot!
Emails that are sent through HubSpot are actually sent through your email client (Chrome) in this case. You should be able to add attachments to emails sent through deals or through Chrome directly though
I will follow up with you via private message with our next troubleshooting steps.
He’s using Gmail, the problem doesn’t happen every time, and seems to only happen with .ppt file extensions. His colleagues don’t have the same issue, so it’s difficult to troubleshoot. I’ve checked for file sizes etc and asked him to reinstall the extension, but it’s continuing to happen and I’ve run out of ideas!
I’d be really grateful if you could share with me any troubleshooting next steps.
