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Can't download attachments on my yahoo Email. [Solved/Closed]

Flashcat - Latest answer on Jul 14, 2010 03:44PM
Hello,
I have been unable to download any attachments from my yahoo emails. The statement "The requested URL was not found on this Server"always pops up. What by the way is URL? This has been happening only in the last two weeks. Prior to this I never had any problem opening attachments. I am not extremely computer savvy, so I don't know what to do to fix it. I still have the caveman dial up internet service with AOL, could this be a possible cause? I would really appreciate anyone who could help me with this, I need to be able to open up attachments for my job, and going to the unemployment office or Library to open my attachments is very inconvenient and time consuming. HELP!
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110 answers
Answer
+46
moins plus
I had the same problem, which had to do with my anti-virus (Trend Micro). I had to go into Virus Controls; then Protection Against Viruses; click on Settings and uncheck the box that said "Threats in Web mail attachments". Remember, Yahoo uses Norton to download attachments so you can't have two virus protections "running" at the same time.

nadia1226 - Nov 27, 2008 01:15PM
OMG! You're the best. I've been trying to resolve this problem for WEEKS. It totally worked. FYI, two tech people couldn't figure it out and I was afraid I'd have to reload Vista or something. THANKS!
hansonbrothershockeychick - Nov 27, 2008 07:34PM
No problem! Glad I could help!
rye - Jan 7, 2009 09:35AM
Huge help, thanks so much i almost bought a new laptop, not a tech savvy so does not know the hell to fix when attachment won't be uploaded, yahoo service... screw them..
P-chuhansonbrothershockeychick - Apr 24, 2009 06:03AM
'ello. First off, many thanks to hansonbrothershockeychick for getting me started in the right direction.

I just wanted to share with everyone the information I have worked out after trying hansonbrothershockeychick's advice, and reading this thread. Please pardon me for such a wordy post.

How to have both attachments and security:
This solution is for Trend Micro Internet Security (2009/version14), but the basic idea (to set up an exclusion to the protection against web-threats and/or webmail attachments, a.k.a. "allow list," "whitelist," "trusted sites," or "safe list") should work with most web protection software and anti-malware that appear to interfere with Yahoo Mail attachments. (Later on how to figure which software is blocking.)

* First, from Trend Micro's IS main console, open "Internet & Email Controls" in the left column.
* Click on "Protection Against Web Threats" to expand it (if it isn't already), and click "Settings."
* Click on "Approved Websites," and then "Add."
* Copy and paste http://"216.252.121.32/us.f455.mail.yahoo.com/ya/" without the quotes to the "Add the address (URL)..." box.
* Click "OK," and "OK" again, and then another "OK" to Trend Micro's helpful reminder.

(You can now activate both "Internet & Email Controls">"Protection Against Web Threats," and "Virus & Spyware Controls">"Settings...Against Virus...">"Threats in Web mail attachments.")


If for some reason you are having trouble copying and pasting (yes, some people do), then try this two parter.
* Get to the "Approved Websites" page (see earlier steps) and click "Add."
* Click "Import addresses (URLs)..." and select the line that begins with http://"216.252.121.32"...
* Click "OK." (You're not done yet.)
* Highlight by clicking the 216.252.121.32 line in the "Approved Websites" list.
* Click "Edit."
* Delete the "securedownload" off the end of the URL.
* Click the three "OK"s.


For other protection programs, the principle is the same. You want to dig around to find the URL/website exclusion list regarding web threats, malware, spyware, and/or attachments. Then add 216.252.121.32/us.f455.mail.yahoo.com/ya/ or at least 216.252.121.32 to the list. Of course, if you have more than one protection program running, then you would first have to find which one is blocking Yahoo Mail. The sure, and old fashion way is to turn off or disable every protection program. Then check to see if you can download an attachment from Yahoo Mail. Next, close your web browser, turn on only one protection program, and test again. Repeat closing the browser and turning on the protection programs one by one until you can't download your attachment.

I hope this helps. I will put a copy of this post in the other similar thread by Goe.
P-chu - Apr 24, 2009 07:40AM
I'm sorry. Now that I think about it, Yahoo (like Hotmail) would have many servers to host the millions of email accounts. Also, a Google search on us.f455.mail.yahoo.com came up with other possible addresses. Therefore, only use the second method to use "import addresses" instead. The address you should look for should look something like 216.252.###.##/(country).f###.mail.yahoo.com/ya/securedownload and remember to delete "securedownload" off the end.
olemsnadia1226 - Jul 19, 2009 06:49PM
i am unable to download attachments
kera - Nov 28, 2008 01:44AM
Thanks!!! I've been trying to figure out why my attachments weren't downloading correctly.
A gurl - Dec 2, 2008 01:39AM
OMG i had the same problem and this worked! thanks!!!!
NK - Dec 7, 2008 12:58AM
where do i find this "Virus Controls" so i can fix my downloading issue? Thx Nk
hansonbrothershockeychick - Dec 9, 2008 01:18AM
When you open Trend Micro "Virus Controls" is listed as a selection on the left hand side of the box.
hjwt - Dec 10, 2008 12:13PM
what if I already have Norton Anti Virus. I have Yahoo as well and can not open attachments on my laptop.
carmine - Dec 19, 2008 05:34PM
I can't open my Yahoo attachments and I also have McAffee antivirus.
Have you found a solution ?
Luke Saldanhahansonbrothershockeychick - Dec 10, 2008 01:25PM
Great advice regarding yahoo mail attachments! I have never fixed a computer problem faster. Well done and thanks!
julmaNK - Jan 31, 2009 04:59PM
I cannot download attachments from Yahoo e-mail.. Others cannot download their attachments to me
thankful - Dec 8, 2008 09:37PM
Thank you so much for this info!
Linda - Dec 9, 2008 06:37PM
Thank you so much for the solution to my attachment problem. I have spent a month trying to figure out what the problem was. Called yahoo and got no help. Have been searching the internet but nothing worked. I just changed what you said and now it WORKS!! THANK YOU!!
jetblack - Dec 10, 2008 05:11AM
Cheers mate! I have Trend Micro as well and did not even consider that it was blocking me. I suppose it actually makes sense. Feel a bit silly now. Thanks for sharing.
doris - Dec 10, 2008 02:24PM
Just read your advice on how to fix opening attachments in yahoo mail. I have the same problem.
Where do I go to find Virus Controls, then click on Protection against virus, then settings?

thanks
kenrob - Dec 11, 2008 02:03AM
Thank you greatly for this solution!!!!!! It totally worked. TrendMicro should really add this to their support page. I have been searching for a solution to this problem for the last 3 hours. Support at Yahoo wanted me to completely disable TrendMicro...
sheryl - Dec 11, 2008 12:56PM
thank you
ms - Dec 12, 2008 05:04PM
Just of word of advise not to shhhh on everyones parade but by clicking to remove web threats on trend you are opening your self up to fake websites.
hansonbrothershockeychick - Dec 14, 2008 02:11AM
Yahoo uses Norton to scan email attachments, so that shouldn't happen.
P-chu - Apr 23, 2009 11:13PM
I believe what ms is refering to is that, if the option you uncheck does not specifically states "Threats in web mail attachments," and only "Protects against web threats" in general, then you are making yourself vulnerable in any bad/corrupted web site in the internet, even though you are still protected in Yahoo Mail.

If you have the latest 2009 Trend Micro Internet Security (version 17), then both options are built into the program. The "Threats in web mail attachments" (in the "Virus & Spyware Controls") option no longer interferes with Yahoo Mail attachments. In fact, even if you uncheck it, you will still be unable to download any attachments. It's the other option, "Protects against web threats" in the "Internet & email controls," that is the culprit this time. I think one way around this is to go aheach and uncheck "Protects against web threats" after you get another malware/spyware protection program to run along side the TM Internet Security. I hear SuperAntiSpyware and LavaSoft's software are popular. I'll later post a setting for TM Internet Security v17 that would fix this directly.
P-chu - Apr 24, 2009 06:16AM
OK. I've posted my fix further up this thread after
P-chuP-chu - Apr 24, 2009 06:23AM
Sorry. I'm not familiar with this forum's interface.
http://en.kioskea.net/forum/affich 33677 can t download attachments on my yahoo email#59
That's my post after hansonbrothershockeychick's first post in this thread (about 4 posts after).
mike - Dec 11, 2008 04:04PM
thank you so f in much, i couldnt figure out what was wrong with opening up files in yahoo!!!
greymare - Dec 23, 2008 12:15AM
Thanks so much for the info! I've been going crazy for months because I couldn't download attached pics from my yahoo email. In 5 seconds it's fixed!
Andy - Dec 23, 2008 06:42AM
Hi hansonbrothershockeychick, i have been following your info regarding this problem, and I'm stuck.. hope you can help..
My virus software I use is KASPERSKY 7.0.1
I'm not able to open or save any attachments sent to me from any PC including sending from my PC back to my PC to open on another mail address. If I open my mail using another PC lets say at my sisters it opens up no problem.
If I send mail attachments to other people they have no problem opening up. Next thing is i have found that if I ZIP up any documents I can open them up. This problem has been going on for about 5 months now and it's a pain..
I'm looking for the TREND MACRO settings that you suggested with no luck. The final point is when i try to down load from YAHOO Mail the Norton reports that there are no problembs then i click download attachment and I always get the same back

login_verify2 from login.yahoo.com then when i select RUN I get the following

destination server is unavailable now. Try again later....

Happy Christmas to you and all readers of this long question..

Regards

Andy
hanny - Dec 23, 2008 02:59PM
Thanks, i'll this on my computer & check the settings of trend micro, i hope it will work coz everytime i'll open pictures, its always saying internet explorer cannot display webpage
Phanuel - Dec 28, 2008 11:12PM
Thanks for that info, because the same exact thing was happening to me because i have trendmicro also!!!
Jbird - Dec 31, 2008 07:19PM
To the person with the answer to email attachments not downloading in Yahoo...... THANK YOU. Not even the guys at Geek Squad had the answer and wanted me to bring my laptop in. You saved me time and MONEY.
sly - Jan 8, 2009 08:30AM
i cannot download attachments on my yahoo email.I am almost going gaga over this and i cant find trend micro on my system.Can sum good guy/girl please help
Nat - Jan 1, 2009 06:56PM
Thank you so much!!! I have had this problem for months and when I finally read this and realized I have the same Anti Virus program and was like no way..too easy to be true...IT WORKED!! You saved me a ton of money if I would've taken it to someone to fix...
Lou - Jan 6, 2009 05:32PM
Your answer was right on target. I had looked all over and could not find the resolution. I am computer savvy and was getting frustrated as I thought it was a Yahoo problem. I have 3 machines configured the same and had this problem only on one of them. IT was driving me crazy but thanks to you I can sleep again.
BB! - Jan 6, 2009 10:16PM
That worked like a charm. Thanks so much. Now for some old time Hockey.
S - Jan 12, 2009 12:07AM
I have been on the phone for three hours with AT&T and Microsoft tring to figure out why I could not download attachments from my AT&T Yahoo mail. Neither of them could figure this out. I guess I should have googled it earlier, it would have saved so much time and aggravation. These techs they have only know how to look something up in the FAQ.
jess - Jan 16, 2009 11:06AM
Thank you so much for figuring this out! I'd been putting up with this problem for too long before I found your thread! Thank you again!
mvg1511 - Jan 17, 2009 07:52PM
Thank you so much. I have been able to download any attachments since I bought my laptop 7 months ago.
Di - Jan 17, 2009 09:52PM
You're awesome...totally worked after months of trying solve this!
twotimberwolf - Jan 20, 2009 05:14PM
hello i noticed that you seem very knowledgefull about resolving some yahoo problems. I tried to follow your advice on how to open yahoo email attachments and was not able to. I do not have Microtrend on my pc, I am operating AVG anti virus, i also have web root spam sweeper, plus registry mechanic. I had McAfee anti virus but removed it becuase it was eating up to much processing time and resourses. SO with what I have how do you think would be the best way to opening my recieved pictures and files. The way I have to do it now like for the last 2 weeks, if click on the picture, then manually open the file, before all i did was click on the picture the downlaod box opened and i choose if i wanted to save, open or close. HELP HELP.... I also have another question i have not been able to use my yahoo ca antispy in a while is it a configuration seeting i need to do. If so can you also help with that
Leo - Jan 30, 2009 10:44AM
WOW!!!! This did the trick for me!
Mo - Jan 31, 2009 08:56PM
I had the same problem and I ran into this forum looking for a solution and what you said really did solve the problem...thanks
Smokey Delicious - Feb 10, 2009 09:06PM
Dude, that totally worked. I have Trend Micro as well and I bumped up my Internet protection a while back. Never realized that I was the culprit for attachments not opening at home. I had to download attachments at work, but thanks to your solution, I can check my personal e-mail from home again.

Sweet!
karen - Feb 19, 2009 07:52PM
Hey -

thanks so much for writing your experience. I had this issue and your solution worked just fine. makes perfect sense, wish I'd thought of it. also made me realize how valuable it is when someone takes the time to answer and provide a good resolution. thanks for sharing -

Karen
kc - Feb 22, 2009 09:50PM
I was not having any problem until at&t changed to mcafee then it started changed setting not to scan emails and it fixed it.
Anvacol - Apr 25, 2009 02:32AM
tks a lot!! I solved the problem in 5 secs. I never had issues with yahoo. but now seems to be more frequent this kind of issues. hmm.

Now i´m worried , desactivating the feature in norton antivirus means It will not be able to check other incoming emails from other servers like hotmail, g.mail, etc ?


what could be a better solution to this problem ?
P-chu - Apr 25, 2009 05:53AM
Hotmail, like Yahoo, check the attachments that go through their servers with their own anti-virus, so your safe with Hotmail as well. Gmail, to the best of what I recall, does not have an anti-virus checker.

As for your Norton AntiVirus (NAV), see if it has a log of what it has blocked, and see if it is blocking a site/URL that begins with 216.252.###.## and is associated with mail.yahoo.com. If it is, then hopefully NAV has a trusted site list that you can add the 216.252 URL. If it is an entire URL that includes the word "securedownload," then delete that word and anything after it when you add it to your trusted site list.
If a trusted site list is not possible, then maybe you can consider getting a different anti-virus, or installing a anti-malware to work along with NAV that would protect against web site threats and web mail attachment threats.
Bella - Jun 22, 2009 01:14PM
I am unable to open attachments in my Yahoo mail. Where can I locate the Virus Controls on my computer so that I can edit the settings?
Ma - Nov 12, 2009 08:08AM
hey thanks a lot! I have een havin gtrouble with this for months, had to ask people to just copy paste it! thanks a lot
neurotransmitter - Apr 9, 2010 05:01AM
i've a problem with the attachment for yahoo email. its like i can't attach any files onto it. it has nothing to do with any anti-virus, it just can't be attached. any reason for this unusual phenomenon?
Answer
+16
moins plus
I can't open the email attachments on my yahoo emails. I keep getting the error message saying that the URL server could not be found on this system. is there anything I can do to fix this I am not a computer person so I wouldn't know when to look for things to make changes. Please help I have called everyone and no one knows what the problem is thanks.

Answer
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I had the same problem and could not open attachments in Yahoo email. I went to Microsoft and found a solution.

Go to Internet Explorer and disable the Add Ons.

They are under the Tools and the Manage Add-Ons. I disabled all of them and then checked my email and the attachment opened. I then went back and enabled 1 at a time until I found the one that caused the problem. Mine happened to be under Mcaffee, the proxy, so all others could be enabled again. I left the proxy one disabled and everything is good again. Hope this helps you.

ShoNeH 28Posts Tuesday October 14, 2008Registration date - Oct 30, 2008 03:53AM
URL- Uniform Resource Location (specifies where the identified resource is available and the protocol for retrieving it)

try to contact yahoo's customer suport, and they should be able to help you with that

it could be an antivirus program that makes the problem, but try contacting them
deb - Nov 4, 2008 09:46AM
and how do you contact yahoo?
MATILDA - Mar 10, 2009 05:57AM
I am unable to download attachments to received emails. I in the past there was no problem but problem has arisen over past month or so
golnaz tehrani - May 12, 2009 03:40PM
Can't download attachments on my yahoo Email
salekin - Aug 31, 2009 01:04AM
dear sir
Nasef mohandesgolnaz tehrani - Nov 30, 2009 07:26AM
every time i try to run the file, is tells me
some thing about cache; and that i should contact : support @speedbit.com
please help me on what to do.
k.s.ramanangolnaz tehrani - Jan 20, 2010 11:01AM
What is the problems for attachment not download properly in yahoomail
pinkyMATILDA - May 15, 2009 07:53PM
can't download pic from my yahoo e-mail was not a problem before
nony - May 16, 2009 02:42AM
Can't download attachments on my yahoo Email.
chanduMATILDA - Jul 13, 2009 07:58AM
i cannot open my yahoo attachment
debs pics - Feb 18, 2010 01:55AM
im still trying tom
jeanneMATILDA - Jan 27, 2010 02:06PM
just like the message says: Can't docwnloas attachments on my yahoo e-mail
TANdeb - Mar 10, 2009 09:27AM
CAN'T DOWNLOAD MY ATTACHMENTS ON MY YAHOO EMAIL FOR RESUME I HAVE NEVER HAD A PROBLEM BEFORE
Stevie G - Aug 26, 2009 02:57PM
I am unable to open my attachments on Yahoo mail. I have never had this problem before, but suddenly the 'download file' just shows the graphics of the documents downloading but it does this endlessly. Can anyone give me some advise please.
Kevin Downesdeb - Mar 20, 2009 03:45PM
Please could you tell me why I can't download attachments from my Yahoo account anymore ?

Kev Downes
lyn - May 28, 2009 12:28PM
PLEASE ASSIST ME DOWNLOAD ATTACHMENTS FROM MY YAHOO
ctsun - Nov 9, 2009 09:51AM
My computer said "your security settings cannot download file" How to let mail downloas file
eskayKevin Downes - Sep 18, 2009 03:28PM
I used to be able to download attachments with no problems. Now I an receiving attachments as winmail.d and am unable to open them. I upgeaded to yahoo plus and still can't open. Please help!
windows xp / firefox / internet through proxy is my usagedeb - Apr 22, 2009 05:08AM
I have repeatedly facing the problem of URL ERRORS and Can't download the attachment, please give a
proper solution.
disney123deb - May 1, 2009 02:26PM
I can download it to save or open but nothing happens after that
P-chu - May 9, 2009 02:46AM
Yeeaaaah.....

Please try to read through all the replies and post to this thread first. There is a quick solution (the first solution posted) six posts down from here (http://en.kioskea.net/forum/affich 33677 can t download attachments on my yahoo email#6). And then there there is my possible and--unfortunately--lengthy solution a little further (http://en.kioskea.net/forum/affich 33677 can t download attachments on my yahoo email#59), which you may need to click a button under it to see the whole thing.
Papideb - Aug 31, 2009 04:30AM
Please help me with the setings how to download my yahoo emails to my outlooks.
tangodeb - Oct 19, 2009 03:51PM
I can't open email attachments on the screen the way I used to before. Now they need to be saved somewhere else y then, only then can be open, and with some problems.
rickdeb - Nov 20, 2009 01:17PM
I am unable to open Yahoo email attachments. Just began today.
The reasons stated: 1 something wrong with security settings from resorce
2 something wrong with URL
Robdeb - Mar 9, 2010 04:33PM
Unable to download attachments.

Thanks guys.Rob.
kasyShoNeH - Feb 19, 2009 08:17AM
i am having problems with yahoo cant send attachments at all'been that way for a weeh dont know what to do'i have nortons and scaned'no virus'yahoo is also having a hard time connecting'please help?
lillyShoNeH - Apr 16, 2010 01:26PM
i mad i cant download pic
Greg - Dec 26, 2009 07:58PM
Awesome! I was having the same problem. Thank You for posting the solution!
Dj Ahda - Jan 12, 2010 09:24AM
Genious!!! Thanks for the post!!!
cathy rj - Jan 20, 2010 11:39PM
I can't thank you enough!! I have been struggling with this problem for two months! I could not figure out how to fix it. Thank you again!
Answer
+11
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attachments porblem

Answer
+7
moins plus
I can't download my attcachted file from my inbox.

Answer
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Is there a way to tell Yahoo not to use Norton Anti-Virus for download scan? Someone in the forum mentioned "Virus Controls" but I don't see it in my Yahoo options anywhere.

TS - Apr 15, 2009 01:57PM
People have asked and I haven't read the answer yet, so I'll ask again...If you only have Norton and you cannot open your received attachments, nor can anyone open yours, what can you do? This was not always a problem but, has been, for the past few months. It was this way in IE 7 so I upgraded to 8 and it's still doing it.
Can anyone figure this out?
Thank you.
P-chu - Apr 24, 2009 06:33AM
Do you have any other protection programs for internet threats other than Norton, such as anti-spywares or anti-malwares? Perhaps one of those may be blocking Yahoo Mail. On one of my machines, I have Norton 360 version 3, SuperAntiSyware, and Malwarebyte's Anti-Malware running, and I have not had any problems downloading attachments from Yahoo Mail. Also, if you use Windows, what level is your Security set at in the Internet Options?
Answer
+4
moins plus
I'm having the same problem unable to open attachments/pics since this paty fall. I'm thinking about going to another email service. Why doesn't Yahoo Tech fix this problem.

Somebody suggested changing to m.yahoo.com/mail which they said has no Norton Anti Virus program.
This would make sense since my computer has an anti virus program and all the other security necessary.
Another suggestion was that a computer's anti virus program and Norton is too much anti virus and makes opening attachments a problem.

Answer
+4
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Unable to download images as attachments to my, Yahoo xtra email. The image reaches the attach panel, but the download does not terminate

Answer
+4
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please help me open up my attachment

Answer
+3
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i can not open certen attachment on my email.It says no virus.I click the downlot
botten.After iclick the allow it is not showing the attach ment.It says ihave to do
somting with microsoft.

I am despert for help.

thank you

ARMAND

Answer
+2
moins plus
e-mail

on their page, somwhere at the bottom is customer suport adress so you can send them e-mail

if thr attachments are to big, since you have dial up that cuold be a possible cause

deb - Nov 5, 2008 07:29AM
no one on ANY of yahoo pages is customer support. If you find something it takes you to forums and keeps going in circles. Yahoo is a joke and I am getting sooooooooo sick of them. I have attachments for my buisness that I need to open and I can't. It is very frustrating! I have DSL and I have the same problem and NEVER had it before
Joe - Mar 11, 2009 01:07PM
I had this problem. If you revert to Yahoo classic email it goes away!!!
Dbldiperdeb - Sep 10, 2009 11:50AM
Not really a Yahoo problem. Open your Yahoo mail from Firefox browser. It will download the attachments just fine. Only IE8 has the download issue. I'm still working on why/how to fix.
slash - Jul 6, 2010 10:22PM
i have the same problem and i use a Firefox browser. I tried it on Explorer and Google Chrome as well. It could be something that has to do with the internet connection in my case.
There could be a different cause for everyone's case : (browser...trojan....internet connection speed...antivirus settings..etc )
Answer
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so what do we do if we dont have the "trend macro" or whatever.

how do we shut this thing off. Will the problem disappear if I load Norton anti-virus, which I recently bought but havent installed?

Answer
+2
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i keep trying to send pics and the attachments wont upload for hours. just says attaching but not attachment completed. Try the send button, the awnser is attachment not finished. Could you help me fix it?

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I cannot download attachments on yahoo.

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+1
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yahoo is the sh... , I agree
I had a problem, when I was creating yahoo account, there was no fckin way to fill the form with valid data, so I had to change the country and then passed

but I did contacted them back than, so if I find adress i will post it

Answer
+1
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no no i attachted from google .com only

Answer
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Its a simple fix. Get rid of Internet Explorer. It's a POS. I had the same problems with not only yahoo email, but others as well. (gmail too) ONCE I LOADED GOOGLE CHROME, EVERYTHING IS AWESOME!!!

Answer
+1
moins plus
we can get information how to download the attachment from receiving mail but you can highlight the link so user can take first eye on it. i also have some information on a http://yahootips.com/Yahoo-mail-tips/Email-Attachments.aspx email attachments If this can helpful to users it is good.

george - Jul 14, 2010 01:00PM
i'm also encountering opening up the yahoo mail web page, opening and sending emails, and attaching regular-size attachments. take note that i'm encountering these problems only with the yahoo mail. i have no problem whatsoever with other websites like cnn and all the rest. that simply indicates that this technical problem is solely and limited to yahoo mail only. i've already at least 3 email complaints to yahoo mail and i got an initial response. they told me to take prntscrn the problems and send to them. i exactly did it but got no more communication. it's disgusting and perhaps they dont bother to address the issues due to their incompetence. it's disappointing. the problem with yahoo mail only began the 3 weeks and never had it before.
Answer
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use google chrome browser.....much faster....and doesnt give half the stupid problems that internet explorer causes

Answer
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I have tried to get into my hotmail attachment it says run I hit it and it does nothing I hit save it willn't open either I get I got window vista my daughter got a laptop and she can get into it why cann't I

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