Dynamics Community Forum Thread Details

Unable to download/open note attachment from timeline

Hi everyone,

We’re experiencing an issue in our Dynamics 365 Customer Service environment where some users cannot open file attachments (e.g. .docx, .xlsx) from the timeline on Case records.

When they try to open the file, they get the following error saying:

“Action not supported. Error code: 0x80040315.”

A few important details:

The files are stored as Note (annotation) attachments
The issue affects .docx and .xlsx files (neither can be opened). Other file types have not been tested.
Not all users are affected — some can open the same attachments just fine.
The affected users have Organization-level Create/Read/Append/AppendTo access to the Case and Notes tables
Users get the same error in both production and test environments.
They cannot open attachments even if they were the ones who uploaded them.
They have already tried clearing cache, without success
The issue started recently, same users experiencing this issue could open the attachment files before.
If they navigate to the Note record directly (instead of through the timeline) and open the attachment from there, it works fine.
- When they try to open from the attachment timeline, some users get the error:
- But when they try to open the attachment from the note record, it works and no one gets any error:

Has anyone else experienced this issue — where attachments stored in Notes (annotations) cannot be opened from the timeline for certain users, but work fine when opened directly from the Note record?

Any insights would be greatly appreciated!

Categories:

Microsoft Dynamics CRM

Dynamics 365 Sales

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