Some email recipients are not receiving pdf attachments

OK, did that twice.  Both times I did receive the attachment.

There are enough of them (about 12) not receiving it and it only started happening a few months ago that I'm certain it isn't a dozen people all with the same wrong settings.  Besides, they all receive the attachment when sent from my work email.  There are two common elements here: me and a cox email account.  The one thing that did change is that I got a new computer and when I set up my account, I set it up as an imap account as opposed to a pop account.

I agree with Stephanie. If you can send it to yourself, and they can get it on their phones, then that confirms you and Cox are both sending the email correctly. Cox can't even tell between a phone and PC when they are downloading messages, so I don't see how it can be a Cox issue on your end.

As for when it occurred, you said you changed your incoming from POP to IMAP. That should only effect incoming, not out going. Did you make any other changes at that time? 

Also, when you say they don't get the PDF, do you mean they don't get the email on their PC, or they don't see the attachment? Or they get some error when downloading the PDF?

Last, are there any people in your Newsletter that has a Cox address and CAN get the PDF on their PC? Because it can't be all Cox.net addresses if you can send to yourself, and it seems odd it would just be the certain 12.

Thanks.  No other changes were made other than changing account from POP to IMAP.

They are getting the email, but the attachment is stripped.  There are a couple of people for whom this happens consistently; some of the others are a one time thing.

Yes, there are people who have cox addresses who can get attachments (pdf and others).  Some who did not receive the pdf after two attempts were sent a Word version without issue.

I will recommend to those who have problems receiving to contact cox customer service to see if there is something in their configuration that is stripping the attachment.

That is a very odd problem. I found this article which sounds very similar. They were sending from Outlook, but the symptoms on the receiving end sound similar.

I would suggest having them forward the email (when pdf has been removed/missing) to themselves and have them check that message on the phone. If they can see it then on the phone, and not the PC, you know for sure its the client and not Cox stripping the or some how not showing the attachment.

Another method would be to get the mail headers for the message on their side and send them to you and post them here. Instructions below. See here for more info  Just remember to remove their personal usernames for privacy.

1. Open a message.

2. On the Message tab, in the Options group, click the Dialog Box Laucher .

   In the Message Options dialog box, the headers appear in the Internet headers box

Chris--

I updated to 10.9.5 on September 18, so the October newsletter could have been affected; however, this same problem happened in August.  What I'm pretty sure of is that it's only happened since upgrading to Mavericks.  I will check with apple forums, though.

I just sent the November newsletter out.  I used Mac Mail and converted the Word document to PDF just like I've always done.  This time, I sent it out using my work account (it doesn't have a cox.net domain, but Cox is the ISP).  No problems.  Everybody received the document.  I inadvertently left off a name from the distribution list, so I sent the document to him using my home cox.net account.  He reported that he received no document.  I then resent it to him using my work account, and he received it.

Everything is pointing to something happening to PDF documents sent from my home cox.net account or Mac Mail.  I have posted in the Apple forums, but not getting any comments from people with the same problem.

Are other people getting the PDF? If so, then it isn't a problem sending the email on Cox side. If it just one person on Cox who can't get attachments, then I would check if they can receive other PDFs.

Also, who do you use for mail or more specifically, who do you use as your Outgoing/SMTP server, at work? Coxmail.com?

::edit:: I was able to send a PDF myself through webmail and Thunderbird 17.0.8. Have you tried sending a normal PDF, one not a modified word document?

I would have thought that it was a problem at the receiver's end, except (1) it only started happening about four months ago, and (2) when it started happening, it happened to about a dozen people.  I'm trying to trace back anything that might have changed.  The Word document converted to PDF I've been doing for six years (I've tried converting inside word and printing as a pdf, with same results).  My work email is a 2007 Exchange Server hosted by collaboration.net.

jkatpc said:
except (1) it only started happening about four months ago, and (2) when it started happening, it happened to about a dozen people.

If it was a Cox issue, you would think it would effect sending PDF to ALL Cox users. Not just some. I guess it could be a Cox issue only in some geographical areas, but I find that unlikely. Again, have you tried sending a normal (not .doc to .pdf)  .pdf to the people who can't get it? That would isolate it to the reformat process. If I had other ideas, I would suggest them, but I don't as of now. I will brain storm and see if I find anything on Google, buts its hard to troubleshoot something I can't replicate.

I created two emails for one of the folks that does not get the attachment when sent from home but always gets it when sent from work.  First email had a non-word created pdf.  The second contained both the non-word and a word created pdf.  He received none of the attachments.