Attachments not logging for emails (maybe because of multiple recipients?)

[Keren404]

Hi,

I have an issue of email attachments not appearing in an email sent from a user, which usually has no problem logging attachments in emails sent from gmail - any ideas why this could happen? is there a limit on attachments / known issues with logging them I might be missing?

I plan on contacting hubspot support as soon as they're back, but thought to ask here and check there's nothing I'm missing.

Thanks!

[Stefan1904]

I have a somewhat similar problem. Attachments do not appear in Hubspot under the following condition:

- E-Mail send from outlook to customer with PDF (without logging)

- Customer receives mail with PDF

- In Outlook Send folder we open the mail and activate logging

=> Mail appear in Hubspot without PDF

[Keren404]

Hi Karsten,

Yes I can confirm the attachment logging is enabled, as mentioned - it did work in other emails.

The email was logged to several users, all of them were in the recipient list, and to the Company and Deal. All show the email, but the attachment doesn't appear on any of them.

Not sure what other context to share, so let me know if there's any other information that might be helpful.

Thanks!

[karstenkoehler · Accepted solution]

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@Keren404 wrote:

Yes I can confirm the attachment logging is enabled, as mentioned - it did work in other emails.

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The fact is has worked before doesn't necessarily mean that the setting wasn't temporarily disabled or has been enabled since – but thank you for checking.

Attachments are subject to certain limits when sending; potentially these also apply when logging. Can you confirm the attachment is meeting these requirements? https://knowledge.hubspot.com/files/supported-file-types#send-one-to-one-emails

What's the file type and size?

Have other attachments logged since this email send?

[Keren404]

Thanks for sharing the article! it's good to know.

I can confirm it's a PDF file, 5.1MB in size - which, as far as I can tell, does match the requirements, am I missing something else?

Thank you very much for your time and insight on this 🙏

[karstenkoehler]

@Keren404 have other attachments been logged correctly since then?

[Keren404]

Sorry missed your reply!

Yes, it appears so. I'll just reach out to support, for this one...

Thanks for your help!

[karstenkoehler]

Hi @Keren404,

Can you share a bit more context? Are the attachments not logging for any recipients or just select ones? If so, which ones?

Can you confirm that attachment logging is enabled and has not been disabled? https://knowledge.hubspot.com/connected-email/turn-off-one-to-one-email-tracking-or-attachment-loggi...

Best,

Karsten

[Jobdelbosco]

Dear all,

This appears to be a recurring issue with HubSpot's archiving system.

Our company uses MS365 in combination with the HubSpot Sales tool.

The initial feedback from the HubSpot service desk suggests that attachments from the first email in an email thread are not logged in the CRM system. However, after monitoring the situation, we have concluded that this statement is incorrect. Attachments fail to be archived at completely random intervals, which is highly problematic since our CRM serves as the core of our organization.

We are using Outlook, which has a total file limit of 20–25MB, so the issue does not appear to be related to file size.

See URL below for problem description by my colleague:

https://community.hubspot.com/t5/HubSpot-Ideas/Logging-attachments-on-incoming-e-mails/idi-p/1099102