Troubleshoot attachment upload and download

Product Zbix CRM · Version 1.2.0 · Source reviewed · Reviewed 28 October 2026
Audience Administrators and implementation teams · Deployment All supported models

Overview

Attachment access depends on both the attachment action and visibility of its parent CRM record. New files enter a pending scan state. A download can remain blocked even though its filename appears in the record. File format validation and malware scan evidence are separate checks; an unavailable scanner is not a clean result.

Purpose

Use this procedure for rejected uploads, quarantined files and missing downloads while preserving original evidence.

Prerequisites

• Access to the parent record and appropriate attachment permissions.

• The original file, its type and size, without exposing its confidential contents in a ticket.

Procedure

1. Open the parent record and its Attachments tab. Confirm that the record itself is accessible to the affected user.

2. For upload failures, compare the file type and size with the supported types and installed limit. Use a simple filename of at most 200 characters.

3. Review the displayed scan state. Pending requires worker progress; unavailable or error requires scanner/service diagnosis; infected files must remain quarantined.

4. Ask the administrator to inspect System Health and scan diagnostics when processing does not advance. Verify storage availability as well as worker activity.

5. After an authorized scan or storage repair, refresh the attachment and try the normal download action. Do not retrieve private file bytes through an exposed server directory.

6. Escalate persistent failures with the parent module, attachment name/type/size, scan state, time and safe error.

Expected result

The cause is identified as permission, content/size validation, scan evidence or storage integrity, with the original file preserved.

Important notes

• PDF, DOCX, XLSX, PNG, JPG/JPEG, TXT and CSV are allowlisted, subject to content checks. Renaming an unsupported file does not make it valid.

• Production release requires matching clean evidence and actual content. A local compatibility allowance is not a general production bypass.

• Pending, infected and error states do not become downloadable merely because an administrator can view the record.

• Deletion is a recorded operation with later retention cleanup; use the supported control instead of removing storage objects manually.

Troubleshooting

• Download returns not found: check both record visibility and attachment permission before assuming the bytes are absent.

• Scanner unavailable: resolve the configured scanning service and reprocess through the supported operation.

• Checksum/evidence mismatch: preserve the artifact and escalate for integrity review.

Related articles

• Private files and generated document storage

• Authorization and permission evaluation

• Read System Health and verify service readiness

• Prepare a safe support case