Question

Password Protected PDF's Disappear When Sent

Laserfiche Version 9

Updated July 5, 2016

asked on July 4, 2016

I have a user who e-mails Laserfiche documents as PDF attachments, and she also uses the password-protecting option when doing this.

This is a feature she uses daily, but this past Thursday it stopped working. Whenever she went to email and password protect a document from Laserfiche, it would attach to the email message, and then disappear when sent. Recipients never received the attachment. When viewing her sent items, the icon for an attachment is present, but when you open up the complete message, there is no attachment showing.

Alternatively, documents emailed from Laserfiche that weren't password protected were successfully sent. I did a repair on the Laserfiche program, but it didn't make a difference.

Does this sound like an issue that anyone has encountered before? Are there troubleshooting suggestions available?

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Replies

replied on July 5, 2016

It sounds like a virus scanner could be intercepting the message and removing what it thinks is a virus.

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replied on July 5, 2016

hmm..that's strange. I just tried this and it worked for me. Could you please try it with both electronic file and encrypt pdf option checked to see if it sends both (with or without password).

you mentioned that you could receive without password. I am just trying to figure out if it is laserfiche that's not sending or like Robert mentioned its the issue at the recipient side.

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replied on July 5, 2016 • Show version history

Hi All,

I don't think it would be a virus scanner on the recipient side, as it is affecting all emails, regardless of recipient (both internal and external to our office, no one has been able to receive the password protected attachments from this specific user).

Where are the Properties for Edit Attachment settings located?

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View 1 previous reply

replied on July 5, 2016

Can the user email password protected from outside of Laserfiche? Have them try exporting a document as a password protected pdf and attaching it to a new email from Outlook. You can export a password protected pdf by doing File->Export (or Download)->Images, choose PDF as the file format and provide a password at the bottom of the file dialog:

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replied on July 5, 2016 • Show version history

Hi Robert,

Exporting and password protecting, then attaching separately to a new Outlook message, did work.

Do you have any further suggestions as to how we can resolve the original issue with the direct e-mail & password protect feature? Efficiency-wise, this is still the best solution for our user, because she emails out about 50 separate documents to clients each day.

Thank you.

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replied on July 5, 2016

My suggestion to export and email separately was just to troubleshoot the issue and rule out a problem with Outlook. Please open a support case so we can get trace logs that will help diagnose the problem.

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replied on July 5, 2016

Thanks for the help, Robert. Will do.

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Password Protected PDF's Disappear When Sent

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