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Support Article

Unable to open email attachment in IE but able to in Chrome



Unable to open an email attachment in the Internet Explorer and Mozilla browsers. However, the same works in the Chrome browser. This occurs only with the Load Balancer URL.

Error Messages

Not Applicable

Steps to Reproduce

  1. Configure the pyCaseAttachments section.
  2. Attach an email to the case.
  3. Open the email from the case in the Internet Explorer browser. The email body is empty.

Root Cause

The iFrame URL src generated was not accessible from the  Load Balancer URL.


Perform the following local-change: 
  1. Navigate to Show HTML page
  2. Remove the iFrame src from that page (in this scenario, the parent domain is checked for the HTML).

Published August 15, 2019 - Updated October 8, 2020

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