Files being automatically stripped from email when processed by Salesforce to create a case object

Question

We are using Email to Case (and Email 2 Case Premium), and we ran into an issue today that has me concerned. A customer of ours sent in two PDFs and two CAD 3D files (IGS extension). Inside the case, however, the files do not appear as attachments, only the PDFs. To verify it was Salesforce stripping the files and not our company's email box that forwards email to Salesforce, I forwarded the email to my personal gmail account (files came over correctly), then forwarded it directly to the Email-to-Case routing email address (rather than the one that hits our email system). The files were still stripped out of the message when it got to Salesforce.

These are valid 3D files that open correctly in our CAD software, is there any way to turn off this filter?

Thanks!

Mike

Kelly Wood · Answer

Hi Mike,   We're happy to help troubleshoot this for you - can you open a case at  E2CPremium@internetcreations.com ?     All the Best, Kelly

Files being automatically stripped from email when processed by Salesforce to create a case object

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