Incoming attachments do not always work

[chelsel]

On most occasions when a customer sends a Help Desk ticket with an attachment, the attachment is invalid.

The most recent invalid attachment was a 4.2MB Windows .bmp screen snapshot but we have had failed .rar attachments and .zip attachments.

The scenario is using the Windows app to view a ticket, we click on the attachment and a new browser window opens (please fix this). When the new browser window opens we login to the help desk, then click the IE toolbar Download File warning. Download the file. Click open. Bitmap is invalid.

Any ideas how to debug this issue? Our maximum incoming file size with PHP is 20MB and we have plenty of memory allocated for this purpose as well.

This is really slowing down our productivity and it makes our help desk look pretty poor to outside customers when we tell them "we can't open your attachment, can you please resend it to our email address?"

Cliff.