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jhannell
jhannell, Computer Enthusiast
Category: Email
Satisfied Customers: 8472
Experience:  Experience in Windows environment. ASP, Visual Basic, Ajax
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For the last 3 days I have not been able to open any attachments

Customer Question

For the last 3 days I have not been able to open any attachments on my current bt internet.com accounte - I can't open attachments on current e mails nor or on my saved e mails. I have never had this problem before. when i forward the e mail with its attachment to my son's BT e mail account or another of my e mail accounts the attachments open at once. What is the problem with my personal bt account and how can I rectify it? many thanks,

suzanna stein e mail is [email protected]
Submitted: 3 years ago.
Category: Email
Expert:  jhannell replied 3 years ago.

XXXXX XXXXXnell :

hi,

XXXXX XXXXXnell :

I would like to help you, please let me know when you are ready.

Customer:

I am ready now, thanks, Suzanna

XXXXX XXXXXnell :

we can go step by step and fix it

XXXXX XXXXXnell :

it seems there is a problem with your browser, normally are you using internet explorer?

Customer:

Do you need to phone me or do we do it by text or e mail? suzanna

XXXXX XXXXXnell :

we can chat from here

Customer:

My phone number is XXXXX(NNN) NNN-NNNN I use google Suzanna

XXXXX XXXXXnell :

hi, were you unable to receive my messages?

Customer:

I received your message, thanks

Customer:

I use google chrome to access the internet

XXXXX XXXXXnell :

did you try to access your bt internet with firefox? (firefox is another browser, like chrome)

XXXXX XXXXXnell :

(and then check if you are able to access your attachments)

Customer:

No I did not do this. I dont know how to do this?

XXXXX XXXXXnell :

we can install, can you go to www.mozilla.org

XXXXX XXXXXnell :

and download / install

Customer:

How do I do this without losing your connection?

XXXXX XXXXXnell :

can you add this page to your favorites (bookmarks)

XXXXX XXXXXnell :

when you come back, you can open this page

XXXXX XXXXXnell :

and we can continue

Customer:

I have done this, now I will type in www.mozilla.org What shall i do when i've done this?

XXXXX XXXXXnell :

when you are in mozilla, can you follow on-screen instructions carefully

XXXXX XXXXXnell :

downloading will be easy

XXXXX XXXXXnell :

after download, please install it

Customer:

Thank you, XXXXX XXXXX do...

XXXXX XXXXXnell :

you are welcome.

XXXXX XXXXXnell :

i will be here waiting

Customer:

I think i've installed Firefox now

XXXXX XXXXXnell :

now can you open firefox

XXXXX XXXXXnell :

(orange icon)

XXXXX XXXXXnell :

when you are in firefox, can you go to bt

XXXXX XXXXXnell :

and check if you are able to open your attachmens

Customer:

How do I go back into firefox- I lost the orange icon. when I tried to click on it it didnt go to bT

XXXXX XXXXXnell :

can you click your start button, and go to all programs, do you see mozilla? mozilla firefox?

Customer:

Thank you, XXXXX XXXXX worked and I can open my attachments. Does this mean I should always go through firefox to read my e mails?

XXXXX XXXXXnell :

you are welcome, yes you can use firefox for any website. firefox is another browser like chrome. if you liked it, you can continue using it. by the way, reseting chrome's settings to factory condition may fix the problem with chrome. to do that, you can check this article:
https://support.google.com/chrome/answer/3296214?hl=en

XXXXX XXXXXnell :

  1. Click the Chrome menu Chrome menu on the browser toolbar.

  2. Select Settings.

  3. Click Show advanced settings and find the "Reset browser settings” section.

  4. Click Reset browser settings.

XXXXX XXXXXnell :

this will reset your chrome to "factory" condition

XXXXX XXXXXnell :

after doing this, you can close chrome and open it again and try to access your bt.

Customer:

Thank you, XXXXX XXXXX try this, Suzanna

XXXXX XXXXXnell :

you are welcome.

Customer:

I have done this but I still cannot open my attachments via chrome. Should I have turned the computer off for this rebooting exercise? tHanks

XXXXX XXXXXnell :

no, reboot is not needed

Customer:

Then it didn't work Should I try it again? suzanna

XXXXX XXXXXnell :

it seems one of the add-ons is causing this problem. can you go to your add-ons section in chrome

Customer:

will do..

XXXXX XXXXXnell :

can you disable all of the add-ons, extensions

XXXXX XXXXXnell :

it seems one of them is damaged

XXXXX XXXXXnell :

and causing this problem

XXXXX XXXXXnell :

if we disable them, this may fix the problem

Customer:

How do I get to the 'add ons? '

XXXXX XXXXXnell :

in your chrome, can you type

XXXXX XXXXXnell :

chrome://extensions

XXXXX XXXXXnell :

and press enter (into the addressbar)

Customer:

I did this and it said I have no extensions

XXXXX XXXXXnell :

can you open a new chrome window

XXXXX XXXXXnell :

and try to access your bt

Customer:

Will do- thanks

XXXXX XXXXXnell :

you are welcome

Customer:

I opened chrome, then went to my bt internet e mails and still cannot open attachments via chrome

XXXXX XXXXXnell :

when you try to open attachment, what happens?

XXXXX XXXXXnell :

it gives any error?

Customer:

There is a brief message at bottom of screen which says something like 'awaiting permission...... but it is only there for 2 seconds so I cannot even finish reading it- it is like a 'ghost message'

XXXXX XXXXXnell :

what is the format of your attachment? i mean, is it a photo? or pdf file? or powerpoint presentation etc?

Customer:

Ii is regular Word info - documents

XXXXX XXXXXnell :

are you trying to open it directly? or, are you saving to your computer first?

XXXXX XXXXXnell :

can you try to "download" the attachment, instead of opening it?

Customer:

I try to open it directly. when this fails it won't even let me save it to my computer.

XXXXX XXXXXnell :

is it a link? (the attachment)

XXXXX XXXXXnell :

are you clicking on a link?

Customer:

No it is just the document directly

XXXXX XXXXXnell :

when you right click on the document, do you have an option like "save" ?

Customer:

Ok i will try this

XXXXX XXXXXnell :

waitinh

XXXXX XXXXXnell :

waiting

Customer:

I have right clicked on the attachment and saved it but when I look at it in my folder, I have only saved the e mail without it opening the attachment!

XXXXX XXXXXnell :

it seems you saved the page, instead of the attachment

XXXXX XXXXXnell :

www.mail2web.com

XXXXX XXXXXnell :

can you try to access your bt mail from this page

Customer:

I will try this

XXXXX XXXXXnell :

waiting

Customer:

I got in to see my e mails but there were no attachments they have disappeared on this mail2 The message on the screen said to me ' Your pC Performance is poor'

XXXXX XXXXXnell :

(it seems it was an advertisement)

XXXXX XXXXXnell :

http://www.mail2web.com/default-new.aspx

XXXXX XXXXXnell :

can yuo try this

Customer:

OK thanks

XXXXX XXXXXnell :

you are welcome

Customer:

Yes I can open my attachments using this the above

XXXXX XXXXXnell :

it seems there is an incompatibility issue with bt and chrome

Customer:

I think you are right- can this be fixed

XXXXX XXXXXnell :

are you checking your emails from bt.yahoo.com ?

XXXXX XXXXXnell :

bt.yahoo.com

Customer:

No- I can try from Internet explorer? shall i do this now?

XXXXX XXXXXnell :

yes, can you try

Customer:

It took ages but it did work and I opened attachments. I went in via internet explorer

XXXXX XXXXXnell :

in chrome, can you try it

XXXXX XXXXXnell :

bt.yahoo.com

Customer:

Will do-thanks

XXXXX XXXXXnell :

waiting

Customer:

Yes it works!! I opened my attachments- brilliant- how did you do this?

XXXXX XXXXXnell :

happy to hear that, i didn't do anything from my side, but going to bt.yahoo.com fixed this i think. (or when you open it from bt.yahoo.com probably it logged you out of the site and then when you re-login, this fixed the problem)

Customer:

Thank you so much!! Suzanna

XXXXX XXXXXnell :

you are welcome. i will be happy if you rate my service before leaving. i will be happy to help you again if you may have any problems in the future. have a nice day, best regards.

Customer:

Thank you, XXXXX XXXXX for the future, Suzanna

jhannell, Computer Enthusiast
Category: Email
Satisfied Customers: 8472
Experience: Experience in Windows environment. ASP, Visual Basic, Ajax
jhannell and 2 other Email Specialists are ready to help you
Customer: replied 3 years ago.

All is well and I can open my attachments now via Google Chrome. Thank you for all your help, suzanna

Expert:  jhannell replied 3 years ago.

you are welcome, best regards

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