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Support Article

Cannot drag and drop files from Outlook



File attachments cannot be dragged and dropped from Microsoft Outlook into a drag and drop control in the application.

Error Messages

Not applicable

Steps to Reproduce

Try to attach a file to a case using drag-and-drop directly form Outlook 

Root Cause

This is a limitation of the Microsoft Outlook. Outlook does not follow the standards set in the HTML5 FileAPI. HTML5 compliant web browsers (Firefox, Chrome, and Internet Explorer 10/11) are unable understand the attachment file path information Outlook provides.


 Use a fully HTML5 compliant email client, or a 3rd-party plugin for Outlook.

Published January 31, 2016 - Updated October 8, 2020

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