Attachments sent using Outlook application are getting corrupted.

Copper Contributor

We have an Exchange 2010 setup and recently decided to deploy C2R office in our environment. But the emails sent to outside recipients have the attachments corrupted.


We get the following error: “We’re sorry. We can’t open {file} because we found a problem with its contents"


  • Issue persists with outlook in safe mode as well.
  • Internal emails are working fine with the attachments.
  • No filtering service used when sending emails.
  • Issue only with the external recipients while sending emails.
  • No issues when receiving emails from internal or external users.
  • Issue is with all the attachments when sent to external users.
  • .txt attachments are not even getting delivered.
  • OWA works fine. Outlook on mobile works fine.
  • Exchange 2010 server is updated.
  • The same Outlook works fine when sending email from another email account configured in it.

Is there anyway to narrow down the issue further or fix it?



5 Replies

@Premkumar Solanki 




One of the possible reasons why you are experiencing this error is due to normal.dotm file corruption. To address your concern, we suggest that you delete the normal.dotm file. Microsoft Word will automatically recreate a new normal.dotm file once it is relaunched. It is located in the hidden folder C:\Users\User Name\AppData\Roaming\Microsoft\Templates


To be able to view this folder, you have to tick the Show Hidden files, folders and drives radio button in Control Panel. To do so, follow these steps:


  1. Press Windows button + X, then click Control Panel.
  2. Using the Search option on the upper right corner of Control Panel window, type File Explorer Options.
  3. Click File Explorer Options.
  4. Click View tab, then tick the Show Hidden files, folders and drives radio button.
  5. Click Apply button, then click OK button.
  6. Open File Explorer.
  7. Type C:\Users\User Name\AppData\Roaming\Microsoft\Templates in the Address Bar then hit Enter.
  8. Delete normal.dotm.


If further assistance is needed, don't hesitate to reply on this thread.



Please note that the issue isn't specific to a particular attachment type. The issue happens with any email sent to external recipients and with any attachments, for example zipped folders, .pdf, .xlsx.







I tried the steps mentioned and they didn't help.

Please suggest further.


@Premkumar Solanki 


What email filtering system do you use????


Could a rule of changed in the filtering system?


I will request you to check the shared info carefully.

As mentioned earlier, no filtering service is used at our end while sending emails..

Also logically, wont the same service affect the emails sent from OWA or Outlook on mobile??