Intermittently email not being sent - Unable to open CAFS file

[Guest Paul Alexander]

We had a support request open about this previously, but were still having intermittent problems with sending emails where the error message says "Unable to open cafs file."

This is a known product defect (KE00167947 ) which is awaiting a fix, and the workaround is to "Remove attachments and/or embedded images when sending/forwarding the email" but could someone please clear up whether this is caused by graphics in the email being sent, or if it's caused by graphics in an email which is being forwarded please? Obviously if we're forwarding an email which already has graphics in it then there's not much we can do about removing those.

The problem is still intermittent and there doesn't seem to be any pattern to it that we can see, so if we could get a full explanation of the problem and a possible fix date, that'd be great please!

[James Ainsworth]

Hi Paul,

The mentioned Known Error (KE00167947) was specifically to do with xlsx attachments.  Sounds like this is a different issue.  It might be worth getting in touch with Hornbill Support to report this. The issue with KE00167947 was that xlsx files were being received as a .sheet attachment.  You error message "Unable to open cafs file" that you are getting does not appear to be related.   

Regards,

James

[Guest Paul Alexander]

Hi @James Ainsworth

Sorry...not sure where I got that number from, but the actual number for this error is PM00167286

Thanks

Paul

[James Ainsworth]

Thanks Paul.  From what I can see there hasn't been any way to replicate the issue so far.  What has been done is some additional logging has been added to the platform to see if we can get more information when the issue occurs.  May I ask that when you do see this happen next, that you report it immediately to Hornbill Support so they can investigate the logs?

[Guest Paul Alexander]

Thanks @James Ainsworth

The problem here is that we get no real notification that the email hasn't been sent, it just shows as 'not sent' in the Sent Items folder, and it's not until you look at the delivery status that you can see the 'cafs file' error. So we don't pick them up until a while after they've failed, and by that time I'm guessing that the log files won't be much help?

Is there a way to get an alert if the emails fail? 

thanks

[Guest Paul Alexander]

On this, is there a better way to search for the failed emails? We choose the 'sent items' folder and the sort by 'status' but then we have to scroll through the whole list as they're in date order. It's either this or sort by date and scroll through until we come across one which hasn't sent!