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Troubleshooting

Your Messages : Receiving : Attachments : Getting Started

Viewing attachments

You can view attachments in Virgin Media Mail in several different ways:

To view an attachment in its original format:

  1. Open the message containing an attachment.
  2. Click Download at the bottom of the message.
  3. Choose to Open or Save the file. Opening the file displays the attachment in a new window. When you're finished reading the attached file, close the new browser window to return to Virgin Media Mail.

If you'd like the contents of your attachment to appear in a new browser window without having to download the file, view the attachment as HTML. Here's how:

  1. Open the message containing an attachment.
  2. Click View as HTML at the bottom of the message.
  3. When you're finished reading the attached file, close the new browser window to return to Virgin Media Mail.

Viewing attachments as HTML is a quick and easy alternative to downloading files. You can view the following types of files as HTML: .pdf, .doc, .xls, .ppt, .rtf, .sxw, .sxc, .sxi, .sdw, .sdc, .sdd, and .wml.

Your Messages : Receiving : Attachments : Learn More

About 'View as slideshow'

To open a Microsoft PowerPoint (PPT) file without downloading it to your computer:

  1. Open the message containing an attachment.
  2. Click View as slideshow at the bottom of the message.

This will open your slides in a new browser window. You can navigate between slides by clicking the left and right arrow buttons at the top of the screen, or by choosing a specific slide from the dropdown menu in the upper right corner of the screen.

Playing MP3 files

When you receive an MP3 file as an attachment to any message, Virgin Media Mail inserts a Play link next to the attachment icon. Click Play to launch our Flash player in a new window, and use the volume slider and Pause function to control playback.

If you'd like to download the MP3 attachment to your computer, simply click the Download link at the bottom of your message.

You'll need to have the latest version of Flash installed on your computer to use the Play link. You can download the free Flash Player from Adobe's site at http://www.adobe.com/shockwave/download/download.cgi?P1_Prod_Version=ShockwaveFlash.

Your Messages : Receiving : Attachments : Troubleshooting

My attachment is called 'noname'

We are aware of this problem, and our engineers are working diligently to find a solution. In the meantime, if a View as text link appears next to the attachment, you can click that to display the file.

If that link does not appear, we were unable to display the file. This is a known issue, and our engineers are working to resolve it as quickly as possible. We apologise for any inconvenience this issue may have caused.

I can't open attachments

Dial-up and slower Internet connections can prevent attachments from downloading completely. A full browser cache can do the same thing.

Each time an attachment is downloaded, it goes into your browser's cache. When your browser's cache is full, attachments can't download. Please clear your browser's cache and try to open the attachment again.

You can clear your cache in Internet Explorer by going through the following steps:

In Internet Explorer 6.x:

  1. Log out of Virgin Media Mail. Close all other open browser windows.
  2. Click the Tools menu at the top of your browser, and select Internet Options.
  3. Click the General tab at the top of the dialogue box.
  4. Click Delete Files under Temporary Internet files.
  5. Select Delete all offline content by checking the box.
  6. Click OK.

In Internet Explorer 7:

  1. Log out of Virgin Media Mail and close all other open browser windows.
  2. Click Tools > Internet Options.
  3. Select the General tab.
  4. Click Delete under Browsing History.
  5. Under Temporary Internet Files, click Delete Files.
  6. Click Delete Cookies.
  7. Click OK.

I can't see images in a message

When you open new messages, some images may not appear immediately. Virgin Media Mail disables images to protect you from unknown senders, like spammers, who use images and links to verify that your email address is real.

Here's how to view those images:

  1. Log in to your Virgin Media Mail account.
  2. Open the message.
  3. Click Display images below in the green box above your message. Or, if you'd like to always view images from a particular sender, click Always display images from sender@domain.com instead.

If you choose to always display images from a particular sender, you can disable this functionality at any time by following these steps:

  1. Log in to your Virgin Media Mail account.
  2. Open the message.
  3. Click show details at the top of the message pane.
  4. Click Don't display from now on.

At the mument, you can't set Virgin Media Mail to display all images from any sender; you must do this on a per-contact basis.

Thumbnail images aren't displaying

The Virgin Media Mail Team is aware of this problem and we're working to fix it. In the meantime, you can still view these image attachments by clicking View, Download or View all images. Thanks for your patience.

My attachment was renamed

Some attachments that include non-English characters may be renamed 'Virgin Media Mail,' or the name may be truncated -- this happens when Virgin Media doesn't recognise the encoding used to name the attachment. Our engineers are working on a solution, but in the meantime, we suggest using ASCII characters so we can always recognise the names of your attachments.

My attachment appears garbled or inline

Attachments may appear garbled or inline if Virgin Media Mail was unable to read the message encoding used by the sending domain.

Virgin Media Mail can decipher most popular methods of encoding, but if the message header contains the text 'begin 600', 'begin 666' or 'begin 606', it means the sending domain uses UU-encoding, a method that Virgin Media Mail does not currently support. If you see that error text at the beginning of the attachment portion of the header, please contact the sender and ask them to send you the file via another webmail service.

Attachments are incomplete when viewed as HTML

Because Virgin Media Mail's View as HTML option requires Virgin Media Mail to convert your files into a different format, some parts of your attachments may not display correctly. Large files may not display completely and some images may be missing.

To see your attachments intact, please download them to your computer.

Attachment appears twice

This sometimes occurs when adding an attachment from a Macintosh computer. If your attachment appears twice, click the "image/jpeg" attachment type to view the contents.

14-04-2009