Issue with attachments on Outlook for MAC

[NNogueira]

Hello guys, i'm having an issue and i can't find any answer regarding this behavior.

I'm using Outlook for MAC integrated with the Hubspot add-in.

This happens for internal or external contacts. 

Every time, i use Hubspot to track a new email that contains an attachment, two things happen :

- after a few seconds, i see the attached file blinking between visible/gray (disabled)

- after sending the email, i see the attachment disappear from the SENT email. 

The receiver only gets the text but no attachment.

If i reply on top of this sent email, doing the same thing, only on this second attempt, the attachment is sent/received.

I already updated my MAC / Office to the latest version but also the Hubspot addin.

I already re-installed the add-in but the problem persists.

Is there any fix to this?

Thanks!

[GCortes · Accepted solution]

Hi Foks,

I just got off the phone with Hubspot support and found the culprit. If you upgraded to the new look for Mac you will have this issue. Apparently the new Outlook is not fully compatible with the Hubspot add-in. The fix is to revert back to the older version of Outlook, and it will work fine.

Hopefully they will find a fix to this issue. Also,hope that Hubspot can begin documenting issues that they know of,  so when we run into them we know what to do.

Hope this helps.

[BérangèreL · Accepted solution]

Hi @PBentodeFaria and everybody,

Thank you for your valuable feedback!

I would like to apologize for the frustration, data issues, and business impact this has caused.

I checked internally for you and the Outlook for Mac application is controlled by Microsoft, so we will be limited in what we, at HubSpot, can do for behaviors like this.

Outlook on Web will use the most up-to-date Microsoft technologies, so you can use Outlook on Web instead if you’re running into these behaviors with Outlook on Mac.

So you could try switching to Oulook on the web and this should help.

Best,
Bérangère

[bsm007 · Accepted solution]

Microsoft has a known Mac Outlook (new) attachment issue and which is not specific to the HubSpot add-in and they have posted a notice of this issue:

https://answers.microsoft.com/en-us/outlook_com/forum/all/outlook-for-macos-dropping-attachments-ran...

[GCortes]

I had an issue this week with an image not sending in Outlook- old version. My business partner had issues with attachments not sending on the New Outlook, which was the initial issue I had. So, not sure who is at fault here. Hopefully someone will fix it. It’s annoying and very unprofessional when your sending emails out to your clients.

[rmclaughlin4]

Hi,

Will hubspot be releasing a new plugin to fix this issue and if so when?

I dont think reverting to an older version of Outlook is an acceptable solution and the webversion will not work for us.  I do not accept that there is nothing hubspot can do.  This plugin is supposed to be written  for outlook and should be updated when it is updated accordingly.

Extremely frustrated.

[Taylor1]

I think the solution is to move on from Hubspot.  

[DSoucy]

Finally !!!

[BérangèreL]

Hi @DSoucy,

I hope that you are well!

Thanks a lot for sharing this with other Community Members 🙂

Have a beautiful day!

Best,
Bérangère

[NNogueira]

Finally, we see the light at the end of the tunnel!

Thanks to HubSpot Support and @BérangèreL for listening to the community.

We really need this working.

[bsm007]

I am having this issue as well and reported this behavior to support months ago. I tried reverting to legacy Outlook for Mac, but that has other issues. The new Outlook for Mac has been published since Sept 2020 and is the default experience since Feb 2022. It is now Aug 2023 -- this should be addressed by now instead of telling us to revert to a legacy application that will probably be deprecated in the near future.

[cmonteleone]

I am just using the Web outlook and it works, a few more steps but at least the files attach. Looks like it is a Microsoft Mac thing... Hopefully one day they will fix it.

[PBentodeFaria]

Same issue here. As soon as I install the HubSpot add-in, I start losing attachments from my sent emails on Outlook for Mac. This really impacts the way I work, and I would have expected HubSpot to have fixed a major bug that had been identified six months ago!

[BérangèreL · Accepted solution]

Hi @PBentodeFaria and everybody,

Thank you for your valuable feedback!

I would like to apologize for the frustration, data issues, and business impact this has caused.

I checked internally for you and the Outlook for Mac application is controlled by Microsoft, so we will be limited in what we, at HubSpot, can do for behaviors like this.

Outlook on Web will use the most up-to-date Microsoft technologies, so you can use Outlook on Web instead if you’re running into these behaviors with Outlook on Mac.

So you could try switching to Oulook on the web and this should help.

Best,
Bérangère

[Taylor1]

This is not a great response to this issue.  I realize you are trying your best but reverting to the old outlook or using outlook on web is not a great solution. Very frustrating

[JanJohannesKyhn]

Hi Hubspot,

I have been a vivid Hubspot user and enthusiast, and for some tasks I still am, but the issue with attachements in Outlook for MAC hav put me totally off the Hubspot-plugin for Outlook on MAC.

I experience the same loss of attachements but also a huge impact on performance in Outlook for MAC when the Hubspot plugin is active!

I find it very annoying, that the workaround is to start using the web-version of Outlook, as the amount of work I do in Outlook is so huge, that I prefer using the installed client.

Has Hubspot no intentions of adressing the issue within the plugin?

Kind regards

Jan

[ACrepault]

Alright - there's a better workaround. 

draft your email on your mac with the attachments but send it will your phone iOS Outlook app. Somehow the attachments go through.

[Bibs_Broadbent]

I’m not sure this is an option for all folks, but I have a solution that’s works for me. I’ve been choosing Beta Channel option in Microsoft AutoUpdate( In the Outlook help menu for 365 users) and I’ve had no issues for a couple weeks now. I was one of the first to report the issue, so I know how much of a flow killer it is!

Select THE Advanced option in Microsoft AutoUpdate and select BETA CHANNEL in the update Channel drop down

Worth I try if your able to access as 100% worked for me

[A screenshot of a computer Description automatically generated]

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[bsm007]

is the beta version of OL working for anyone else?

[Tristo]

Same issue, the Web outlook is not an option.

Macbook Pro

New Outlook, just all of a sudden it is taking attachments off emails. Have removed the add-in and it has resolved it.

What is going on?

[TPeltier]

We are having the same issues. Not using the plugin is not an option.

[PamCotton]

Hello @TPeltier  could you please provide us with more details?  The more information, screenshots, and details you can provide, the better I can advise on the next steps.

Thank you,

Pam

[Bibs_Broadbent]

So...this issue might be all at HubSpot's door. our IT department have been investigating and have received the below from Microsoft regarding attachments not attaching when sent on Outlook for Mac. See below 

Users' email with attachments sent from Outlook for Mac and the Outlook mobile app may be delivered without attachmentsID: EX637339

StatusService Degradation 

Impacted servicesExchange Online 

DetailsTitle: Users' email with attachments sent from Outlook for Mac and the Outlook mobile app may be delivered without attachments

User impact: Users' email with attachments sent from Outlook for Mac and the Outlook mobile app may be delivered without attachments.

More info: This issue affects both the Outlook for Android and iOS apps. While we're focused on remediation, users that have access to Outlook on the web can use this to bypass the problem and successfully send email with attachments.

Current status: We've validated the reported problem with email being sent without attachments is due to a conflict occurring with how our service is detecting attachment IDs before sending email in Outlook for Mac and Outlook mobile apps, which results in the service removing attachments on sending email. We've developed a fix to address this problem, which will be available for users to download in the August production release. While the exact date of this client update being available isn't yet scheduled, we anticipate that it may be available by Tuesday, August 15. As we approach this tentative release date, we're continuing to assess a more accurate estimate for when the client update will be available to download to fully resolve this problem.

Scope of impact: This issue may affect any Outlook for Mac and Outlook mobile app user.

Root cause: A conflict occurring with how our service detects attachment IDs before sending email in Outlook for Mac and Outlook mobile apps is resulting in the service removing attachments on sending email.

Next update by: Tuesday, August 1, 2023, at 6:30 PM UTC