Error sending a message with an attachment - Policy for EGVP Filenames

The most common error when sending a message with an attachment fails is an incorrect naming of the file attachment.

Therefore, please always check first whether the filename complies with the guidelines. 

For a file to be sent as an attachment via our EGVP systems, the following guidelines must be met:

• Only letters and numbers (incl. umlauts), 
• No special characters 
• Only a hyphen - or an underscore _ may be used as a separator between different words.
  (Please use exclusively these. Other dash symbols, e.g., em dash — or en dash, etc., are not permitted.)
• Length: maximum 90 characters
• A maximum of one period . may be used as a separator before the file extension; otherwise, periods must not appear in the filename.

We are aware that until a certain point, depending on the file type, messages could still be sent. However, since the last program change, this is no longer possible. Therefore, please try sending again by renaming your file accordingly. Alternatively, please send us the desired filename as plain text (please do not just send a screenshot), so that we can perform the check. A screenshot does not show which symbol you have used, which makes a check impossible.

Furthermore, to ensure that no other error is present, please also send us your logs from the period when the messages were not sent (if you use our Gateway or the Outlook Add-In. If you use our Online Portal, please provide us with the exact time you tried to send the message, and your Safe-ID, so we can check the send log), and the message itself as a file (you can also replicate the error with a test message and send it to us, if this is not possible for data protection reasons). 

If you receive an error message, please send us a screenshot of it.

The instructions on how to find your logs or create a file from the message can be found here as an attachment. 

If you have further questions or suggestions regarding the instructions, please create a ticket, and we will be happy to assist  you further.