Emailed results troubleshooting

Emailed results troubleshooting

General troubleshooting

1: The email was sent to my work email address and my work email system stripped the attachment as it couldn’t be decoded. What should I do?

Please contact your IT department to see if they can assist. Alternatively, have your results sent to your personal email address. 

2: The email was sent to my work email address and the email was stopped as the email system couldn’t decode the attachment. What should I do?

Please contact your IT department to see if they can assist. Alternatively, have your results sent to your personal email address.

3: I am trying to install 7-Zip or Adobe Acrobat on my work computer so that I can read my results but the install is being blocked. How can I prevent this?

Please contact your IT department to see if they can assist. Alternatively, have your results sent to your personal email address.

Microsoft Windows troubleshooting

1: When I try to open the email attachment Windows displays the following message: “Adobe Reader could not open ‘xxxxxxx.7z’ because it is either not a supported file type or because the file has been damaged (for example, it was sent as an email attachment and wasn’t correctly decoded)“.

You are attempting to open the 7-Zip archive with Adobe Acrobat Reader. The 7-Zip archive needs to be opened with 7-Zip File Manager.

  • Ensure that you have installed 7-Zip as per these instructions.
  • Ensure you have told Windows to open 7-Zip files with 7-Zip (See “Set the file associations to recognise 7-Zip” on this page.)
  • If those steps don’t work, try the following as a work around:
    • Save the email attachment to your hard drive (e.g. to the Desktop or My Documents folder).
    • Browse to the folder where you have saved the attachment. Now right click the file and select the option 7-Zip.
    • Select option Open Archive. You should now be prompted for a password.
2: When I enter my password Windows displays the following message: “Cannot open file ‘C:Users\ccccccc\cccc.7Z’ as archive“. What is the issue?

An incorrect password has been entered. Try entering the password again checking that Num Lock is enabled if you’re using the numeric key pad to enter your password. If you continue to get this error please contact the help desk. 

3: When I try to open the email attachment, Windows says it doesn’t know how to open it. What should I do?
  • Ensure that you have installed 7-Zip as per these instructions.
  • Ensure you have told Windows to open 7-Zip files with 7-Zip (See “Set the file associations to recognise 7-Zip” on this page.)
  • If those steps don’t work, try the following as a work around:
    • Save the email attachment to your hard drive (e.g. to the Desktop or My Documents folder).
    • Browse to the folder where you have saved the attachment. Now right-click the file and select the option 7-Zip.
    • Select option Open Archive. You should now be prompted for a password.
  • If 7-Zip doesn’t appear on the right-click menu you may have a 64-bit operating system but have installed the 32-bit version of 7-Zip. Try installing the 64-bit version.