Forwarding email as an attachment - sporadic problems

[Dreamer]

This is a bit long, so please bear with me.

One of my coworkers is having a problem when forwarding an email as an
attachment – but the problem is inconsistent.

At our company, we use an online service to manage our client database. The
service provides an Outlook Plug-in that allows us to save email attachments
directly to the database. However, because of their software design, the
plug-in will not directly save the actual email as an attachment - unless the
email itself is attached to another email.

In order to get around the limitation, we started using the method of
selecting two emails, clicking forward, and deleting the unwanted email. The
plug-in has a ‘send and save’ feature so that you can send an email and save
it to the database at the same time. So, after clicking this button, the
email is forwarded (to the sender in this case) and we are prompted to save
the now attached email to the database.

This was working fine for everyone until recently. Now, a coworker is
having an issue. Sometimes, the Outlook message extension (.msg) is dropped
when she attempts the send and save procedure. Both the database attachment
and the email that gets forwarded to her contain an outlook message that is
missing its extension.

This problem is not happening to anyone else. She does not have Google
Desktop (I saw that mentioned a lot around here, and elsewhere online).
However, she did have computer problems recently (Outlook had to be
reinstalled).

I’m hoping that someone may have a few suggestions as to what could be the
problem. Our tech department is stumped.

Thanks.

 

[Brian Tillman]

I’m hoping that someone may have a few suggestions as to what could
be the problem. Our tech department is stumped.

And what to the creators of the plug-in have to say about it?

 

[Dreamer]

They claim that the problem most likely has nothing to do with the plug-in
since only one person has reported this problem.

Also, I forgot to say: We are using Outlook 2003 and Windows XP.

 

[Brian Tillman]

They claim that the problem most likely has nothing to do with the
plug-in since only one person has reported this problem.

They can claim that, but it doesn't make it true. When anomalies like this
happen and there are add-ins involved, it's usually the fault of an add-in.
The fact that you have to go through so much rigamarole when it does work
makes me even more suspicious of it. Unfortunately, I can't suggest you
disable it temporarily for testing because clearly the test conditions can't
be exercized without it.