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Why do I have trouble with attachments being stripped when sending email via Earthlink Webmail using Firefox?

  • 4 biyano
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  • Eyano yasuka ya guigs

JHK
JHK
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I recently built a new computer running Win 8.1. However, I have had trouble sending and receiving attachments with Earthlink Webmail on Firefox. I sometimes cannot see attachments to emails I receive, although the size of the file indicates they are there. When I try to send an email with attachments, the browser contacts Earthlink, and then the message reappears, but the attachments have been stripped. If I hit Send again, the message goes, but without the attachments. If I re-attach the attachments and hit send, they are again stripped. I contacted Earthlink support, and they told me it is a problem with Firefox. I then tried IE and was able to send the attachments without a problem.

I would really appreciate any help as Firefox is my browser of choice.

I recently built a new computer running Win 8.1. However, I have had trouble sending and receiving attachments with Earthlink Webmail on Firefox. I sometimes cannot see attachments to emails I receive, although the size of the file indicates they are there. When I try to send an email with attachments, the browser contacts Earthlink, and then the message reappears, but the attachments have been stripped. If I hit Send again, the message goes, but without the attachments. If I re-attach the attachments and hit send, they are again stripped. I contacted Earthlink support, and they told me it is a problem with Firefox. I then tried IE and was able to send the attachments without a problem. I would really appreciate any help as Firefox is my browser of choice.

All Replies (4)

guigs
guigs
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Hi TexasNative,

Please try:

  1. Send an email in an private browsing window, does it still strip the attachments?
  2. Send an email in Safe Mode: Diagnose Firefox issues using Troubleshoot Mode this disables add ons temporarily to test if this is affecting sending attachments.
  3. Does this only happen on this computer?
  4. Last resort try a different browser to make sure it is a Firefox issue.

Places of suspicion:

  • Do you have a antivirus or a Firewall installed on the computer that you are sending attachments from?
  • Is this happening with the same kind of file type?
  • Is there a message attachment limit?

Thank you and we look forward to your reply.

JHK
JHK Nkolo motuna
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1. Not sure how to send an email in a private browsing window... I use Earthlink Web Mail and I cannot find anything on that site about private browsing window. 2. Have not tried this yet, but will when I get a chance. 3. Not sure. My old computer ran XP. Never had the problem with it. Right now, it is not connected to the internet, so can't check it. 4. I neglected to mention... I did try IE and it worked fine.

I do have Norton 360 installed, but it was not a problem on the XP machine.

Thanks for your response. I have been so busy lately that I just now picked up your response. I have not had time t to try anything else.

As far as the file type, I was trying to send pdf files. Have not tried other file types.

Earthlink limits messages (and attachments) to 20 MB. The files were less than 3 MB.

cor-el
cor-el
  • Moderator
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Boot the computer in Windows Safe Mode with network support (press F8 on the boot screen) as a test.

guigs
guigs
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Weird, ok so it looks like the only odd factors are the antivirus and pdf file type. (File > New private window was in Firefox not Earthlink, sorry for the confusion)

What were the results of the bleeping computer troubleshooting above? Also Norton does need to be configured for this situation https://community.norton.com/t5/Norto.../541660#M55283