Knowledgebase article

I received a report email from your system but there was no spreadsheet attached to the email

We occasionally see this when a customer’s email provider or email software quarantines or filters out the attachment because it believes (wrongly) that the attachment is unsafe. Here’s how to find out whether this is the case;

- if you have webmail you will be able to see the attachment when you view the email in webmail

- if you can view or forward the email on your BlackBerry you will be able to see that the email is there

A short term fix to get around this right now is to forward the email to a different email account where you can open the spreadsheet and get your data. However the real fix is to get your chosen email system to show the attachments properly.

- if you have an IT manager or if you are on a corporate email address, they will be able to help you

- if it’s your email software (such as Outlook) or your virus software quarantining the attachment, you can retrieve it from the quarantine or change the program settings

- if your email address is a public one such as Hotmail or Gmail for example, you may have to switch to a different email address. To do that, please contact us and we will change your email address on our system

If this doesn’t answer your question please complete a Support form.