Attachments disappear when logging an email

[ArieleSgheiza]

Many people in my organisation are experiencing the same problem: when they log an email with attachments and send it, the attachments disappear. Is there any solution to this problem? 

[TomM2]

Hey @ArieleSgheiza do you have attachment logging enabled within your logged email settings? 

[AKalkantova]

Hi, I'm from a different company with the same issue. On our side, the setting is enabled. the attachment will be completely removed from the email resulting in lots of emails sent without an attachment. 

[TomM2]

Hey @AKalkantova is this an issue with the attachment not logging in HubSpot or the attachment not being sent at all within the email? 

I believe the original issue was that the attachment wasn't logging in HubSpot. 

Are you sending emails from HubSpot or from your email client? 

[AKalkantova]

Hi, the attachment is not sent at all with the email. We send the email from our client - Outlook. We found that this occurs in the Outlook app (not in the browser online version). Happens to multiple members.

[erinslyke]

The same thing is happening to me! I see the paperclip showing I have attached a file when the email is sending out, and once the email successfully sends, the paperclip attachment icon is gone, and so is the attachment. 

[TomM2 · Accepted solution]

Hey @AKalkantova this would actually be down to your outlook configuration then. HubSpot doesn't sent or intercept the emails sent from your email client, it simply sends a copy of it (via bcc) to it's servers to log. So if you're sending the email from outlook at the attachment isn't going through to the recipient, this would actually be down to outlook. I'd advise reaching out to your IT or mail server admin to find out what may be blocking this. 

[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