An end user in an environment protected by Symantec Messaging Gateway (SMG) sends a message. The recipient of the message navigates to securemail1.messagelabs.com and succeeds in logging in and viewing the message. However, when the recipient attempts to download one or more attachments, they receive a .partial file.
Symantec Messaging Gateway
Encryption service purchased and enabled
One or more policies that Encrypt outgoing messages
This behavior is most frequently seen when the recipient attempts to download an attachment from the securemail1 portal with Internet Explorer 11 in Compatibility mode, or a legacy version of Internet Explorer.
Attempt to download the attachments using Internet Explorer 11 in non-compatibility mode.
Attempt to download the attachments using Firefox or Safari.
If symptoms persist, collect a screenshot of the encrypted message in the portal, showing the full FROM, TO, and Time Received: headers, then contact Symantec Technical Support for further assistance.
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