I try to attach a file and it encrypts even though I did not choose that option.

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  • Updated 6 months ago
My frustration is the 20 minute hold to get tech support to assist. I don't have time to mess with this!

Is there a simple answer to what appears to be hundreds of similar questions????

I am attaching a file to send through our fax server. We DO NOT want to encrypt, and I DI NOT choose to encrypt, but it encrypts anyway. What is the straight forward, here's what you did wrong, or "this is a known issue", here's the patch....answer?
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Don

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  • Really frustrated!

Posted 6 months ago

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Kevin Glenn, Senior Technical Support Engineer

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Hi Don,

Thanks for reaching out and sorry to hear of the trouble you've been having. If this is occurring when using the ShareFile Outlook Plugin it sounds like it may be set to auto convert attachments over a specific file size. If you click on the 'Plug-in Options' button in the ribbon of the main outlook window, you will see a 'General' section that contains this setting. If you click on 'Edit' you can change the setting to "Only convert attachments that I choose" which will then only encrypt the files that you select to be encrypted with ShareFile.
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Don

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Thanks, I did figure it out. It was a simple fix, one which was likely set up that way when we first installed, but this is a new laptop. The real frustration is in how long it takes to get someone to respond.
  • Create a chat. So much more effective.
  • Don't have two layers of "support" when you actually call support. that's the way Microsoft "does it" and it stinks.
To your credit Glenn, you got back faster than what it took me in the two combined phone calls. *Give yourself a raise, and then promote a better way to facilitate answers. (I don't have time to wade through the hundreds if not thousands of threads that are on the site)

Thank you for your help!