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Outlook for Mac doesnt download attachments RRS feed

  • Question

  • Hi,

    I'm having a rather odd problem with my Outlook for Mac 2016 on O365 E3. I cant open attachments in random emails in my Inbox. I can see the email has an attachment but its greyed out and I cant open it.

    I can see and open the attachment via OWA, on my Tablet and on my phone but not on Outlook for Mac 2016. There are a few emails with the same issue and it is NOT specific to a sender or an attachment type.

    The only thing I can recall is having a few syn errors when I had a problem with my Internet but my Sync error logs are now empty.

    Thanks,

    --V

    Friday, October 23, 2015 2:16 PM

All replies

  • Having same issue here, it seems it maybe something to do with file size?
    Tuesday, October 27, 2015 1:55 AM
  • Having the exact same issue. Random emails too. Yosemite, Outlook 2016 all updates have been ran. Tried restarting with no luck. OWA shows the attachments fine and so does Outlook on an iPhone.
    Tuesday, October 27, 2015 1:57 AM
  • Hi,

    What's the build number of your Outlook for Mac client?

    Does this issue happen to other users in your organization?

    Do you have any other email account type configured in your Outlook? Does this issue happen to other email accounts?

    When this issue happens, please try forwarding the email to yourself to see if the issue persists. We can also try forwarding the emails to another email account to check the result.

    Regards,

    Steve Fan
    TechNet Community Support


    Please mark the reply as an answer if you find it is helpful.

    If you have feedback for TechNet Support, contact tnmff@microsoft.com.
    Friday, October 30, 2015 2:06 AM
    Moderator
  • Hi,

    What's the build number of your Outlook for Mac client?  Version 15.15 (151008)

    Does this issue happen to other users in your organization? Yes

    Do you have any other email account type configured in your Outlook? Does this issue happen to other email accounts?  No other accounts

    When this issue happens, please try forwarding the email to yourself to see if the issue persists. We can also try forwarding the emails to another email account to check the result.   User cannot forward, reply, reply all, open attachments. No actions are available

    Regards,

    Steve Fan
    TechNet Community Support



    Situation may be resolved with all users being on Outlook for Mac 2016. Previous emails sent with attachments before upgrading to Outlook for Mac 2016 still cannot be viewed.

    Thanks,

    DN

    Thursday, November 5, 2015 3:58 PM
  • Hi Steve, my build number for my Outlook installed is:

    Version 15.21.1 (160411)

    Randomly, I'll get an error stating that the attachments could not be downloaded, attachments are then greyed out. But, there doesn't seem to be a way to even retry to get the attachments to download again, I am forced to use Outlook Web client to go to that email and get the attachments to download there.

    Is there a way to retry the download of the attachments?

    CC

    Tuesday, May 10, 2016 3:09 AM
  • Same here. Version 15.21.1 (160411), El Capitan (10.11.4). The only way I've been able to solve it is to right click on the account (top level with the disclosure triangle), click Properties then click Empty Cache. 

    This triggers a complete refresh/download of the account (and can take some time). The only problem is that different messages fail to download the attachment. My last resort is to use Mac Mail linked to Exchange (for just to get the specific attachment) or web access. Neither is preferred. 

    Another frustration with this attachment-download issue is that you cannot forward or archive the message. It's stuck in your inbox unless you delete it. I tried moving several hundred messages to "My Computer" when my account reached it's limit and found several message left behind. All had the greyed out attachment. Makes archiving really frustrating.

    Please fix this soon.

    Mark.

    • Proposed as answer by Jeff_Dalian Friday, June 9, 2017 4:38 AM
    Tuesday, May 10, 2016 6:47 AM
  • I also have this issue. 

    Version 15.25 (160817) on El Capitan (10.11.6).

    Can we get an update on a solution please?

    • Edited by Squedge Thursday, September 1, 2016 2:23 AM
    Thursday, September 1, 2016 2:11 AM
  • Same issue with OSX 10.10 and Outlook ver 15.22

    The sync is stuck on attachments downloading and Outlook freezes.

    Is there a solution other than deleting the account and sync all the mailbox again?

    Tuesday, September 6, 2016 10:06 AM
  • For me this happens when Outlook for Mac 2016 tries to download attachments using a weak internet connection. Somehow, the download fails, and Outlook is unable to re-download later when a better connection is available.  So the greyed out attachments are just stuck in limbo -- can't open, can't redownload.

    As an emergency workaround, you can log into O365 with a browser and forward yourself the message... but that's a terrible solution.

    Come on Microsoft... there are multiple threads on this issue.  Could you please acknowledge it's a problem and let us know you're on the case?

    --Jeff

    Wednesday, January 4, 2017 3:26 PM
  • why nobody gives any solution to this problem?

    Tuesday, January 17, 2017 8:02 PM
  • Having the exact same problem when I am trying to migrate all emails to a different account on Office 365.
    Tuesday, February 7, 2017 8:06 AM
  • Hi I am having the same issue on Outlook for Mac 2016. No way to re-download those messages every time I have to instruct users to sign into OWA and re-send the email to themselves it is a garbage of a workaround. I cannot believe this is still an issue with Outlook for Mac.  Any advice is appreciated. Thanks!
    • Proposed as answer by tstone_mec Thursday, January 11, 2018 4:38 PM
    • Unproposed as answer by tstone_mec Thursday, January 11, 2018 4:38 PM
    Wednesday, March 22, 2017 5:37 PM
  • Nobody gives a solution because a mac is garbage....if you think Outlook is bad wait until you try to use skype for business. I have user joining conferences and they are all in their own rooms. I freaking hate mac!!! I don't see the appeal of this platform. I hate this whole game. I paid more and get less with a mac in opinion in every area. This is a kid's OS...
    • Proposed as answer by interope Friday, April 6, 2018 7:43 AM
    Sunday, March 26, 2017 1:37 PM
  • My Mac users also experience this issue on occasion. Any news on a fix for this considering the initial problem was reported in 2015?
    Thursday, June 8, 2017 4:04 PM
  • Same for me. And it seems like Microsoft is not interested in addressing the issue.
    Friday, June 9, 2017 4:06 AM
  • It is now 2017 and this bug still exists. Will MS get off their arse and fix it? All we need is a "try downloading this email again" button available for the email. This button deletes the email from the inbox but downloads it from fresh from the Exchange server and saves it to the inbox as expected.

    • Proposed as answer by vDai Wednesday, June 21, 2017 5:35 PM
    • Unproposed as answer by vDai Wednesday, June 21, 2017 5:35 PM
    Wednesday, June 14, 2017 2:56 PM
  • Had the same issue, but resolve it by clearing cache.  It started a re-download of the items in my inbox which included the email with the greyed out attachment.

    For me -

    inbox --> [company name] 

    right click on the [company name] folder, and select "properties"

    "General" tab --> "Empty Cache"

    Then I went back to the problem'ed email and it re-sync'd including the attachment.

    Hope this works for you.

    • Proposed as answer by Daniel Nelms Friday, October 27, 2017 1:07 PM
    Wednesday, June 21, 2017 5:35 PM
  • Hi There... yes its 2017 July.

    And we are still having this issue?

    Anyone have a fix here?

    thank you

    Monday, July 31, 2017 8:39 AM
  • Ugh.....Just came here hoping for a solution to this problem...Saw the whole thread - followed it down and hoped and hoped....and then.....NO .... :-( 

    I tried to forward the email and it froze Outlook so I had force Quit.  Bleh......

    Thursday, August 3, 2017 6:55 PM
  • This worked for me Thank you so much!!!
    • Proposed as answer by Manal S Monday, December 11, 2017 11:54 AM
    Tuesday, September 12, 2017 5:59 AM
  • Thank you!  This worked for me.
    Friday, September 15, 2017 8:33 PM
  • Your solution works. Thank you so much.
    Tuesday, September 26, 2017 2:35 AM
  • Had the same issue, but resolve it by clearing cache.  It started a re-download of the items in my inbox which included the email with the greyed out attachment.

    For me -

    inbox --> [company name] 

    right click on the [company name] folder, and select "properties"

    "General" tab --> "Empty Cache"

    Then I went back to the problem'ed email and it re-sync'd including the attachment.

    Hope this works for you.

    This works for me, many thanks.
    Tuesday, September 26, 2017 2:35 AM
  • Great answer, problem solved!!!!!

    Thanks!

    Thursday, October 26, 2017 6:45 PM
  • I emptied my cache and that absolutely worked. I had an email with pdf attachments that were greyed out and I right clicked on my inbox, went to properties, and emptied cache. The attachments are no longer grey.
    Saturday, October 28, 2017 6:18 AM
  • This worked for me too.

    Thank you so much!!

    Friday, November 17, 2017 11:12 PM
  • Microsoft's lack of feature parity and GARBAGE mac apps don't reflect on the Mac but on Microsoft.  They either support the platform or they don't.  As grampy always said: "MS, poop or get off the pot!"
    Tuesday, December 5, 2017 4:01 PM
  • I emptied my cache and that absolutely worked. I had an email with pdf attachments that were greyed out and I right clicked on my inbox, went to properties, and emptied cache. The attachments are no longer grey.

    Hi,

    Does this re-download your whole Inbox?

    My inbox is massive and don't want to do that?

    Thursday, December 7, 2017 6:09 AM
  • Unfortunately, it does. I'm currently waiting for my whole inbox to finish downloading
    Friday, December 8, 2017 7:50 PM
  • This actually worked.

    Here are the same steps with further <g class="gr_ gr_129 gr-alert gr_spell gr_inline_cards gr_run_anim ContextualSpelling ins-del multiReplace" data-gr-id="129" id="129">ellaboration</g> from another thread.

    1. Connect to your fastest network connection, you may be downloading gigabytes of data.
      • Open Outlook.
      • <g class="gr_ gr_35 gr-alert gr_spell gr_inline_cards gr_run_anim ContextualSpelling ins-del multiReplace" data-gr-id="35" id="35">Right click</g> (or <g class="gr_ gr_36 gr-alert gr_spell gr_inline_cards gr_run_anim ContextualSpelling ins-del multiReplace" data-gr-id="36" id="36">Control click</g>) the Inbox of the account having the problem.
      • From the <g class="gr_ gr_41 gr-alert gr_spell gr_inline_cards gr_run_anim ContextualSpelling multiReplace" data-gr-id="41" id="41">pop up</g>, select 'Properties...' near the bottom.
      • On the 'General' <g class="gr_ gr_40 gr-alert gr_gramm gr_inline_cards gr_run_anim Punctuation only-ins replaceWithoutSep" data-gr-id="40" id="40">tab</g> you will find a button named 'Empty Cache', click it.
      • Close the window if required.
      • Your local copy of your Inbox will be deleted, a fresh download of all e-mails will be performed.
      • From the 'Window' menu, select 'Sync Status' to monitor the process.
    2. Monitor the 'Sync Status' window, you will note several download threads receiving downloads.
    Monday, December 11, 2017 11:55 AM
  • This drove me nuts for a few minutes, and after searching here I thought I'd try a twist on the empty cache feature. I figured out how to fix it with the empty cache without re-downloading your entire mailbox (which could be gigs of data, if you're at all like me).

    The thing you have to do is empty the cache on a specific folder containing the item.  So, do this:

    1. Create new folder (name it anything).

    2. Move the offending message to the new folder.

    3. Right Click on the new folder, and select Properties.

    4. Click on Empty Cache, click OK on the warning.

    5. The email should re-download (you'll see the "All folders are up to date" message or the "Sync Pending for this folder" message to let you know the status.  Once downloaded, you can then move the email back to your inbox (or any other folder of your choice).

    • Proposed as answer by sbcrair Wednesday, January 10, 2018 5:35 PM
    Tuesday, December 19, 2017 5:05 PM
  • Hello,

    Please follow below steps, if you get attachments greyed out issue on Outlook 2016-MAC.

    1.Right click on Inbox folder on Outlook 2016-MAC and goto properties.

    2.Click on Empty Cache and refresh Outlook application. Attachments start to appear. 

    The above steps worked for me.

    Thank you,

    Sandhya Nandi

     



    Tuesday, December 26, 2017 4:01 AM
  • Why don't you actually contribute to the solution instead of throwing things at an OS? We've heard it all before. Keep your beloved Windows and stay off threads like this.
    Tuesday, January 2, 2018 4:34 PM
  • This works. BUT in my MAC version after empty cache the attachment shows up for few seconds then is grayed again. I tried to open the attachment during those few seconds and it can be opened.

    This is pretty silly. Why from MS somebody don't fix it for that long time. They are always updating, updating but I feel - making things more difficult for end users than is necessary. Why MS Excel must be the best app on the market... This is only app for which I purchase this office package and why I m using MS Outlook.

    I'm crying.

    Best regards

    Marian

    Wednesday, January 3, 2018 10:46 AM
  • This works great and is my work around for users at the moment. Microsoft please can you tell us when this will be fixed? 
    Tuesday, January 9, 2018 9:45 AM
  • This worked like a charm, and didn't require re-downloading the entire inbox!  I now have a new folder under my Inbox called "Synch_Folder", that I use just for this problem.  Once the email is re-downloaded, I move it back to the Inbox, and everything is hunky-dory!  Thanks, @Tim_Coll633!


    • Edited by sbcrair Wednesday, January 10, 2018 5:53 PM
    • Proposed as answer by sbcrair Wednesday, January 10, 2018 5:53 PM
    Wednesday, January 10, 2018 5:34 PM
  • Hi All, This solution worked for me as per Daniels post.
    Wednesday, January 24, 2018 10:18 AM
  • This worked wonders for me!  Thank you for sharing your hack.
    Friday, January 26, 2018 4:12 AM
  • Had the same issue, but resolve it by clearing cache.  It started a re-download of the items in my inbox which included the email with the greyed out attachment.

    For me -

    inbox --> [company name] 

    right click on the [company name] folder, and select "properties"

    "General" tab --> "Empty Cache"

    Then I went back to the problem'ed email and it re-sync'd including the attachment.

    Hope this works for you.

    This worked brilliantly! Thanks 
    Tuesday, February 6, 2018 3:59 PM
  • It works for me as well , many thanks!
    Tuesday, February 6, 2018 5:11 PM
  • Thankyou. This also solved the problem for me
    Wednesday, February 7, 2018 11:15 PM
  • This drove me nuts for a few minutes, and after searching here I thought I'd try a twist on the empty cache feature. I figured out how to fix it with the empty cache without re-downloading your entire mailbox (which could be gigs of data, if you're at all like me).

    The thing you have to do is empty the cache on a specific folder containing the item.  So, do this:

    1. Create new folder (name it anything).

    2. Move the offending message to the new folder.

    3. Right Click on the new folder, and select Properties.

    4. Click on Empty Cache, click OK on the warning.

    5. The email should re-download (you'll see the "All folders are up to date" message or the "Sync Pending for this folder" message to let you know the status.  Once downloaded, you can then move the email back to your inbox (or any other folder of your choice).


    This works great, without the pain of re-downloading entire Inbox mails. I simply drag the affected email to existing "Draft" folder, empry cache in "Draft", let the folder sync, then drag the email back to Inbox!
    • Proposed as answer by honwye Monday, February 26, 2018 6:59 AM
    Monday, February 26, 2018 6:59 AM
  • WWWAAAAAAAA!!!!!!!
    Tuesday, February 27, 2018 7:03 PM
  • Thank you very much. This worked. 
    Saturday, March 3, 2018 3:53 AM
  • Had the same issue, but resolve it by clearing cache.  It started a re-download of the items in my inbox which included the email with the greyed out attachment.

    For me -

    inbox --> [company name] 

    right click on the [company name] folder, and select "properties"

    "General" tab --> "Empty Cache"

    Then I went back to the problem'ed email and it re-sync'd including the attachment.

    Hope this works for you.

    This worked for me. Thank you!!!
    Tuesday, March 6, 2018 12:06 PM
  • This worked for me, thanks!
    Tuesday, March 13, 2018 3:05 AM
  • The problem is not in the Mac hardware or OS, it is in Microsoft's less-than-spectacular support for it's Mac versions of its products.  If you switch to macos native Mail app, you will have a much smoother, hassle-free experience.
    Friday, March 16, 2018 4:39 AM
  • Hello everone,

    I found the solution that it's don't quit the outlook until the info show" all folder are up to date". If the info showed "pending to sync", and you quit the outlook, those attachment of emails will never be downloaded.

    Tuesday, March 20, 2018 7:05 AM
  • Thank you Daniel, solved the problem to me.

    Diego

    Thursday, April 5, 2018 7:58 AM