Outlook error when downloding attachment

Question

Outlook error when downloding attachment

Alam Maghfuri 0

Hi Microsoft, when I try to download attachment files in Outlook, I often receive an error message saying, "This page isn't working right now." How can I resolve this issue?

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Answer 1

Hi @Alam Maghfuri

Based on the information you provided, I understand that you're encountering an error when trying to download attachments in Outlook on the web, and instead of downloading the file, Outlook displays the message "This page isn't working right now."

To help narrow down the cause, could you please clarify a few details?

Are you opening the attachment from your primary mailbox or from a shared/delegated mailbox?
Are you able to download the same attachment using Outlook Desktop?

In the meantime, please try the following troubleshooting steps:

Sign out completely and start a fresh session

Sign out of Outlook on the web.
Close all browser windows.
Sign back in and try downloading the attachment again.

This can help clear any stale session data that may be causing the download request to fail.

Test in an Incognito/InPrivate window

Open a private browsing window (Incognito/InPrivate) and try downloading the same attachment.

If the download works there, a browser extension such as an ad blocker, download manager, or security/privacy tool may be interfering with the request.

Try downloading the attachment in Outlook Desktop

If Outlook Desktop can download the attachment successfully, that would suggest the issue is specific to Outlook on the web rather than the attachment itself.

Check with your IT team about attachment security policies

If this is a work or school account, please ask your IT administrator whether your organization is using any of the following:

Microsoft Purview DLP
Microsoft Defender Safe Attachments
A third-party security proxy or attachment scanning solution

These services may inspect attachments before download and can sometimes cause download failures if the scanning process encounters an issue.

Please let me know the results of the above tests, especially whether the problem occurs in a shared mailbox or only in Outlook on the web.

Looking forward to your update.

Alam Maghfuri 0 Reputation points

2026-09-12T05:23:21.3066667+00:00

Hi Nguyen,

I opened the email in Outlook Desktop and accessed the attachment from my primary mailbox, not from a shared or delegated mailbox.

For your information, our IT administrator is using FortiClient 7.4.5. Do you think FortiClient could be causing this issue?
Michelle Nguyen 1,340 Reputation points Independent Advisor

2026-09-12T06:03:12.52+00:00

Hi @Alam Maghfuri

Thank you for providing additional information; that's very helpful.

The fact that you can download and open attachments normally in Outlook Desktop, but encounter the issue only in Outlook on the web, is an important clue. This suggests that the problem is less likely to be related to the attachment itself, your account, or your mailbox, and more likely to be caused by something intercepting or modifying web traffic.

However, this is not something that can typically be fixed from the end-user side. It will need to be investigated on the FortiGate/FortiClient side by your network or security administration team.

You may want to contact your IT department or Network Administrator and ask them to verify the following:

-Whether SSL Deep Inspection (Certificate Inspection or Full SSL Inspection) is enabled for HTTPS traffic on the affected network or security policy.

Whether the following Microsoft 365 domains have been added to the SSL Inspection Exemption List:

*.office.com

*.office365.com

*.onmicrosoft.com

outlook.office.com

Please let us know the results after your IT team reviews or adjusts the FortiGate/FortiClient configuration. That information could be very helpful for others experiencing the same issue in environments that use FortiClient.