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

Modified on Tue, 3 Mar at 11:35 AM

This article describes the most common cause of an error when sending a message. Please always check the file first; if this does not work, please contact customer service.

The most common error when sending a message with an attachment fails is incorrect naming of the file attachment. Therefore, please always check first whether the filename complies with the guidelines.

In order 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 hyphens - or underscores _ may be used as separators 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
Only a maximum of one dot . may be used as a separator before the file extension; otherwise, dots may not appear in the filename.

We are aware that up to a certain point, depending on the file type, messages could previously still be sent. But 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 not just a screenshot), so that we can perform the check. A screenshot does not show which symbol character you used, making a check impossible.

Furthermore, to ensure that there is no other error, please also send us your logs from the period in which the messages were not sent (provided you use our Gateway or the Outlook Add-In. If you use our Online Portal, please tell us the exact time when you wanted to send the message, and your Safe-ID, so that we can check the transmission protocol), and the message itself as a file (you can also replicate the error with a test message and send us this, if it is not possible otherwise due to 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 in the attachment.

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