SAP Knowledge Base Article - Public

3652202 - Attachment Quarantined in SAP Service Cloud V2

Symptom

Error for email in inbound monitoring: Reprocessing failed,Attachment quarantined

Environment

SAP Service Cloud Version 2

Reproducing the Issue

  1. Go to settings.
  2. Open Inbound Monitoring view.
  3. Check affected email message.
  4. Notice the status is Reprocessing failed,Attachment quarantined.

Resolution

A possible reason for the the error is that this document is password-protected or encrypted and the Enable Password-Protected File flag is not activated in the admin settings. This makes the document quarantined.

Please activate the flag by following below steps:

  1. Go to Settings.
  2. Under Data Administration go to Attachment Configuration page.
  3. Enable Password-Protected Files option.
  4. Click on Save.

Keywords

quarantined, document, attachment, email , KBA , CEC-CRM-DOS , Document Service for SAP Sales/Service Cloud , How To

Product

SAP Sales Cloud and SAP Service Cloud Version 2 1.0