Cannot download or view pdfs and images on Outlook on the Web (Exchange): Get blank screen and "Error cannot access file content" when trying to download

Hi all,

Have been trying to deal with this issue for the last day and cannot get in touch with microsoft support on call.

Specifically users across our tenant cannot view pdf attachments and images on the online version of outlook that are emailed to them.

The weird thing is that if the user logs out and logs back in they have no issue for approx 20 min but after that it completely blanks and the issue persists.

We had recently implemented MFA over the weekend and initially looked and adjusted the policies to roll it back but there was no change to the issue.

I have gone through and checked the OWA policies and they allow for direct file access.

I have done the standard clear cache, use multiple browsers, incognito and the issue persists.

I inspected the issue via console and am getting a cascade of errors trying to connect to attachments.outlook.com see below:

owa.705956.m.4c01543c.js:1 GET https://attachments.office.net/owa/******@domain.site/service.svc/s/…er=20240322005.09&clientId=E2F529BB6BD8425CB651300572D2929A&animation=true net::ERR_CONNECTION_RESET owa.705956.m.4c01543c.js:1 GET https://attachments.office.net/owa/******@domain.site/service.svc/s/…er=20240322005.09&clientId=E2F529BB6BD8425CB651300572D2929A&animation=true net::ERR_CONNECTION_RESETowa.mailindex.27ae40ae.js:1 POST https://outlook.office.com/api/v2.0/me/signals?n=218&cv=xDmwfzfCa03hhsu0LSoIa2.239 400 (Bad Request)owa.327465.m.44692cb8.js:1 POST https://outlook.office.com/search/api/v1/recommendations 404 (Not Found)owa.mailindex.27ae40ae.js:1 GET https://outlook.office.com/imageB2/v1.0/users/******@domain.site/image/resize(width=120,height=120,allowResizeUp=true) 404 (Not Found)owa.327465.m.44692cb8.js:1 POST https://outlook.office.com/search/api/v1/recommendations 404 (Not Found)owa.mailindex.27ae40ae.js:1 POST https://outlook.office.com/api/v2.0/me/signals?n=221&cv=xDmwfzfCa03hhsu0LSoIa2.243 400 (Bad Request)owa.mailindex.27ae40ae.js:1 POST https://outlook.office.com/api/v2.0/me/signals?n=230&cv=xDmwfzfCa03hhsu0LSoIa2.252 400 (Bad Request)owa.mailindex.27ae40ae.js:1 POST https://outlook.office.com/api/v2.0/me/signals?n=232&cv=xDmwfzfCa03hhsu0LSoIa2.254 400 (Bad Request) Additionally the most telling issue i see is the get filerequest which seems to be appending a continuous series of xcf to the end of the file request Request URI and returning a URI to long error. https://attachments.office.net/owa/******@domain.site/service.svc/s/GetFileAttachment?id=AAMkAGYyNTQ3NzJhLTUzMTktNDU1Ni1hN2U0LTc5YzVmMzQ4YjNiNQBGAAAAAAAighs5TJb%2FSbFQisrJyOrGBwC1DoqZ%2FvWnRqTfkMXDodRvAAAAAAEMAAC1DoqZ%2FvWnRqTfkMXDodRvAACmtXuGAAABEgAQAF4YChW%2F6QhHtzucBvSHpTE%3D&token=eyJhbGciOiJSUzI1NiIsImtpZCI6IkU1RDJGMEY4REE5M0I2NzA5QzQzQTlFOEE2MTQzQzAzRDYyRjlBODAiLCJ0eXAiOiJKV1QiLCJ4NXQiOiI1ZEx3LU5xVHRuQ2NRNm5vcGhROEE5WXZtb0EifQ.eyJvcmlnaW4iOiJodHRwczovL291dGxvb2sub2ZmaWNlLmNvbSIsInVjIjoiMTRlNDJiOGUzMDFiNDIwNWI5Zjk5NWJmNjhiZjAwZmYiLCJzaWduaW5fc3RhdGUiOiJbXCJbXFxcIltcXFxcXFxcIltcXFxcXFxcXFxcXFxcXFwiW1xcXFxcXFxcXFxcXFxcXFxcXFxcXFxcXFxcXFxcXFwiW1xcXFxcXFxcXFxcXFxcXFxcXFxcXFxcXFxcXFxcXFxcXFxcXFxcXFxcXFxcXFxcXFxcXFxcXFxcXFxcXFxcXCJbXFxcXFxcXFxcXFxcXFxcXFxcXFxcXFxcXFxcXFxcXFxcXFxcXFxcXFxcXFxcXFxcXFxcXFxcXFxcXFx***...(cXFx)\*1000...***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.J80acmasuhESrbNqg-64ZkKXIGc4HeJRB5R\_ifeHwKHi76vNlk5iskv9pCJNe2ZLwgMn-sjLQbpuAaYfgG7iJ4WiGzbgyWlPPBDuLqdivxKaCt27OvbUApWlRcOUCYF6-j4PAEYRnAjYghUtU6zocevn9ZrF-wGBibwktQLk\_sL6qjaOpsHlzivs7dGPTKJIkGGIJijR0VzaGD0DBppRxhYpR3rYwp3b0q-u7FNJqN3F71-a9UnRtocwxsil7nWyp3ikYa4wnH03waZG6W9FcqPHeAlp5D2aTwGrzptKr6cD5UjJo\_OKV\_VP8P6Szf\_8EmiXtjbrAnojwhvdNcXGBQ&X-OWA-CANARY=bdvoVygDEHQAAAAAAAAAAGA4\_lbhUtwYol0MED9ByCstgxu48ai1iptZFH4RCa7CHE14\_AWgkNY.&owa=outlook.office.com&scriptVer=20240322005.09&clientId=E2F529BB6BD8425CB651300572D2929A&isDownload=true&animation=true&isDocumentPreview=True

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One work around is that it is possible to save the file to one drive and then view it there but it is not a long term fix.

The final aspect I noticed is when I go to outlook.cloud.microsoft for the new domain, the ability to download files directly is availabel but the preview function still does not work.

Would really appreciate any help resolving this!

Thank you

Nafaa