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Support Article

PDF document in attachments fail to load



Attachments are received through an inbound email and are attached to a work object. On opening the attachment (PDF or Word), the Word or PDF file is blank and an error message displays.

Error Messages

Failed to Load PDF Document

Steps to Reproduce

  1. Configure an Email Account.
  2. Configure an Email Listener to read an email, Service Package, and Email Service.
  3. Configure an Email Service activity to attach an email attachment to a work object.
  4. Send an email to an email account with an attachment. The Listener processes the email and attaches the attachment to the work object.

Root Cause

While attaching the file, incorrect values were passed for ContentDisposition and MimeType parameters.


Perform the following local-change:

Pass the ContentDisposition as pyAttachmentPage.pyAttachContentDisposition(<current>) and MimeType as pyAttachmentPage.pyAttachMimeType(<current>).
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Published March 19, 2020 - Updated December 2, 2021

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