Recipient recieving blank PDF document after it was sent over CRES

[anotthak8]

I am having a hard time determining why a PDF would show up blank after it was encrypted using CRES. The user is sending an email with a PDF attachment to an end user via CRES. However, when the recipient receives the message, the PDF shows up blank. I have confirmed that the message did not contain a winmail.dat file in the attachments.

Has anyone encountered a problem similar to this?

Any insight would be helpful. Thank you.

[Mathew Huynh]

Hey Anotthak,

What version are you currently on (for the ESA).

Additionally what browser are you using to open the envelope, and what is the length of the name on the PDF document (if you could share the name of the PDF document to me).

Thanks,

Matthew

[anotthak8]

Mathew,

The length of the name of the PDF is 59 characters.The browser being used is IE 11 and Google chrome.

Thank you

[Mathew Huynh]

Hello Anotthak,

May i please confirm the version of AsyncOS on the ESA?

Also are the PDF's opening "online" or using the java applet on CRES (seen in your settings) to do it.

Thanks,

Matthew

[anotthak8]

AsyncOS 9.6 and the PDF is being opened online.

[Mathew Huynh · Accepted solution]

Hey Anotthak,

Thanks for that.

I did note an issue very similar on 9.6 releases where emails with long named PDFs with white spaces or certain characters broke the decryption of the attachment making them open up blank when Opened Online.

However when opened with Java applet it works fine on firefox and chrome but breaks on IE.

This was an issue addressed and corrected on version 9.7.1.

May I ask if you could ensure the Java Applet on the ESA Encryption Profile is enabled and to just open the envelope after decryption and not use the "Open Online" function on the envelope and let me know?

Additionally, do not use IE; but i believe this may be the same defect.

If you would like further verification, i would like you to open a TAC case. However I believe 9.7.1 would fix it as it's exhibiting behaviour similar to defect:

https://bst.cloudapps.cisco.com/bugsearch/bug/CSCuv56846

Spaces in attachment file names cause download link to be broken in IE11

CSCuv56846

Description

Symptom:
When sending attachments with blank spaces in the file name the download link is broken inside IE 11. When clicking on the link, the file is not downloaded or viewable within the browser window(PDFs)

Know affected file types: PDFs and ZIPs

Conditions:
Occurs when the encryption profile has the applet disabled.
Occurs when the envelope is opened using "Open Online", either manually by using the 'Open Online' link, or if Java is unavailable on the user's workstation.

Workaround:
Option 1: Resend without spaces

Option 2: Enable the applet in the encryption profile.

Option 3: Right Click > Save Target as and change the file name to something.pdf, something.zip, etc. Ensure that the file extension matches the file type that was sent.

I hope this helps.

Regards,

Matthew