Sending pdf's as attachments but customers not receiving the attachment.

[Guest]

Folks,

I am sending invoices from my accounting system (Reckon Accounts = QuickBooks in Australia) and the invoices seem to be leaving my MS Outlook 2016 fine but customers are receiving only the email and not the pdf attached.

I can see the emails in my sent items and it looks fine.

I am also using Windows 10 FYI.

This is most frustrating.  I am wondering where the issue lies.  I don't think it is with Reckon but it must be with either Acrobat Reader or Outlook to my simple thinking.

The problem arose when I move to a brand new laptop.  I have the latest version of Reader and installed all updates.

Is there something in a setting somewhere that the recipients email systems wouldn't be liking?

Any guidance is most appreciated.

Adam

[try67 · Accepted solution]

If your outgoing email contains the file but the file is gone when the email is received then the problem is most likely with one of the email servers involved (either yours or the one used by the recipient). They might be stripping the attachment from the email.

At any rate, it's not related to Adobe Reader.

[Guest]

Thank you so much for responding.  Look, I probably agree that it might not be related to Reader but I am trying to eliminate all possibilities.  As far as I can see it could be one of a number of things such as Outlook or my Norton Antivirus. 

I just don't understand why this has become an issue for me simply because I bought a new computer and downloaded the latest Adobe Reader and Outlook.

I think I will try and go back to Microsoft and get them to have a look at it again.

[~graffiti]

adamm66542483  wrote

Thank you so much for responding.  Look, I probably agree that it might not be related to Reader

It doesn't seem to be unless there is a point where Adobe Reader gets involved in your process and I'm just not seeing that.

adamm66542483  wrote

I just don't understand why this has become an issue for me simply because I bought a new computer and downloaded the latest Adobe Reader and Outlook.

<Insert some quote about correlation not equaling causation>

Have you tried exporting a pdf from your software to your desktop and manually attaching it to an email to see if that clears it up?

[Guest]

What I have done though which might help is print the invoice out and then scan and email.  This seems to be working so that probably does confirm that it is not an Adobe issue.  But I just don't want to have to do that when I need to send multiple invoices.

The message that my accounting system generates might be being perceived by my antivirus or my ISP as outgoing spam so I might focus on that also.

[try67]

I just don't understand why this has become an issue for me simply because I bought a new computer and downloaded the latest Adobe Reader and Outlook.

That's a huge change. It's not surprising at all that some things work differently now compared to before.

My money is on Norton AV being the culprit, by the way. Try disabling it completely and see if that helps...

[Guest]

That is a good suggestion.  Turning off the antivirus for one batch of emails will help through a process of elimination.