Why are attachments in emails are removed when I send an email using the Outlook App (on MAC)

Like others, the issue continues to spread rather than get resolved and now having emails stuck in the Outbox for many Mac users in our organization. This has been ongoing for over 2 months and despite opening tickets, asking to escalate, following the Health Advisory ... this seems to be dismissed by MSFT as "affecting a small number of users." I know we're not PC users, but we're all paying customers and email reliability should be guaranteed!

If MSFT thinks they just can't fix this issue in a timely manner, let us know and we'll find other providers. Not that it really solves the problem, but at a minimum offer a refund for affected users who are having to double check that emails went out like we're back in AOL times.

Hello Stephen,

Apologies for the delayed response. Just an update on this thread.

There is an incident that has been posted to the Service Health with ID EX637339 which is related to this behavior.

The user experience of this incident is: Users' email with attachments sent from Outlook for Mac and/or the Outlook mobile app may be delivered without attachments.

More info: While we're focused on remediation, users that have access to Outlook on the web can use this to bypass the problem and successfully send email with attachments. Users may also opt into the Beta Channel release for an immediate solution using the instructions for their operating system found at the following page: https://insider.microsoft365.com/en-us/join/

Current status: As we understand the impact this issue may cause to users, another potential solution that users can implement has been added to the More info section of this communication. Additionally, we expect that this fix will be available, at the earliest, in the August production release due to the complexity of the issue and requisite fixes that need to be implemented. There are several service layers involved that require a fix to address this attachment ID detection conflict, and this will require substantial validation prior to release to ensure the impact to users isn't exacerbated. Additionally, the complexity of the fix and testing prevents us from providing this solution in our weekly update releases. As we approach the month of August, we're continuing to assess a more concrete timeline for when the August production release will be available for users to download.

Admins can view current information and updates on Service health dashboard in the Office 365 admin center (Service health - Microsoft 365 admin center).

For affected customers to easily identify the information here, this thread may be closed. You may subscribe to this thread or refer to Service Health dashboard for updated information. I will also post back here once the issue is resolved on SHD.

Thank you for your kind understanding.

Best Regards,

Ashraf.

Please advise if this issue has been resolved. It's extremely inconvenient, frustrating and professionally embarrassing.

Is there any update to this issue? This is so embarrassing on a professional level. You cannot tell if the attachment will actually work at all. Rarely at this point it does.

Maybe I should just go back to using Google Workspace instead.

Hello Stephen Fletcher2,

Thank you for posting to Microsoft community.

I understand that you are facing an issue with Outlook attachments in the Outlook MAC app. Apologies for the inconveniences caused. We have received a number of users facing this issue and we're currently looking into this situation. In the meantime, kindly provide me with following information for further checks. Thanks in advance!

• What version of Outlook for mac are you using? See What version of Outlook do I have? - Microsoft Support
• May I please know if you are using the New Outlook for Mac or Legacy version Outlook? If you are using the New Outlook, have you tried with the legacy version Outlook? if not, please kindly revert your Outlook version and check if there is any difference, to revert your Outlook, please Open your Outlook --> Help --> Revert to Legacy Outlook.

Could you kindly try setting up your account in a new Outlook profile and see if issue persists: For reference: Manage profiles or identities in Outlook for Mac - Microsoft Support (Please do not delete the current profile as yet to prevent any data loss)

You can also report this directly to our Outlook for Mac support team through the app. These experts can assist with suggestion based on your current setup and can advise with detailed collected logs if needed. For reference: Contact support within Outlook for Mac - Microsoft Support

Your kind understanding is highly appreciated. Thank you for your cooperation.

Best Regards,

Ashraf