Hi,

If I have questions/issues I usually email support, attaching screenshots etc. to illustrate my questions. I use Microsoft Outlook for this; I've not had problems before.
With one support engineer, my email either comes through completely empty or it loses attachments, tho it takes her some time to say this.
I'd assumed it was an issue with the Draytek support mail processing and this seemed to be confirmed some months ago and I was told it was fixed, but it seems to be happening again.

Has anyone else encountered this?  It makes support impossible, tho it seems to happen to *every* email to one support engineer but only very occasionally to another engineer

Thanks

If you have a ticket # give them a phone call. They should be able to resolve this and check if the issues are related to some additional security measures or perhaps your client settings need updating, or both.

I've spoken to 3 engineers about it; one behaved as if it's just a thing, another seemed surprised and the other one seemed surprised each time I mentioned it to her, then said it'd been fixed (but it hasn't).
I think it may be related to .png files; I've not had the issue since using .jpg files tho it's been hard to get the engineers to say whether they got the attachments or not.