3740748 - Attachments Blocked With 'Password Protected Compressed File' Error During Upload to Service Tickets Even if it is Not Password Protected

An error banner appears stating the file is "password protected Compressed File" and the attachment cannot be added, even in some cases where the file (for example, an .msg email file) appears not to be password protected.

SAP Cloud for Customer

1. Navigate to an existing service Ticket.
2. Select the edit action to modify the Ticket.
3. Open the Attachments tab.
4. Attempt to add an attachment by either: Selecting Add > Local File, then browse and select a file, or Dragging and dropping a file from a local folder or from an email client.
5. Click on Add.
6. Observe the error banner indicating the attachment cannot be added "password protected Compressed file".

This behavior typically occurs due to the internal structure of the file. Even when the file is not explicitly password-protected, it may contain embedded security attributes, encoding layers, especially when they include multiple attachments such as PDFs or PPTX files. When such files are uploaded, the system may interpret these embedded elements as restricted or protected content, which can result in password protection or validation errors being triggered.

To resolve the password protection error encountered during file upload, we recommend following the steps below:

1. Download the file to your local system.
2. Open the file and save it again, or use Ctrl + P and choose “Save as PDF.”
3. This process helps remove any embedded password protection, even if no password was explicitly set.
4. Ensure the file is saved again locally (double-save).

After completing this, the file should upload successfully without errors in C4C.

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