Unable to Open/View Files on Encrypted Emails
When viewing emails sent in from customers that have attachments on them, sometimes one will appear with a file type that can not be opened using any programs.
The first suggested method to resolve the issue is to ensure your account is signed in everywhere without any errors. Since your Outlook is tied to other Microsoft apps such as Excel, Word, PowerPoint, etc. you'll want to make sure there are no sign in related errors in one of those apps.
- Either open one of the listed apps above or if you already have one of those apps open, proceed to step 2.
- In the top right corner of the program, you should see your name as well as your profile picture(if you have one). This is where we will verify if there are any sign in errors tied to your account. If the program detects a sign in error you will see a yellow warning sign to the left of your name(such as the example screenshot below) and you can continue through these steps. If you do not see a yellow warning sign next to your name, you can ignore the following steps and go to the bottom of this guide to proceed.
- Click on the yellow warning sign and you should see an error similar to "Sorry, we can't get to your account right now. To Fix this, please sign in again" and there should be either a "Sign in" or "Continue" button you'll need to click on.
- A window should pop up requesting you to enter your password, enter the same password you use when signing into your system/Teams/WithU/etc. and proceed through those sign in screens.
- After you've finished signing in, you should be able to go back to Outlook and try opening the email you were having troubles with by double clicking it in the inbox. Once the email fully opens, the attachments should be viewable and opened without issue.
If the above method doesn't work or you do not see any account errors in any of the related programs, IT may need to recreate your mail profile in order to fix the issue.
Please contact the IT helpdesk at (913) 825-1211 if you have any troubles going through the above steps or if the issue continues and additional troubleshooting is needed.
