Unable to download full attachment

[Fabien Henriot]

Hello Community!

This morning we received a ticket from a user complaining about his inability to download a file completely. The file he is trying to download is a 29MB csv file, and when he download it, it download only a 16MB file. 

I checked on properties, but the only one I found was attachment.max_size which is oob (1024MB). It seems there is no restriction on attachment download (except the roles, but not the case here).

Did you ever faced this kind of issue? And what was the solution? Of course the complete file was send via email due to this limitation/bug..

##Edit:

The user downloaded the file from incident form. The original size file was known as shown in the activity stream of the incident, but the result when downloading is the following one :
.

##

Thank you for your answer!

Best regards,
Fabien

[Tony Chatfield1]

Hi, can you clarify your issue as the supplied details are not clear.
I am also curious as to how the user knows the source file size? if they cannot download the file?

If the user was downloading an attachment I would expect the download to be either successful\complete or not and if the download was incomplete I would expect the file to be corrupt, not just a smaller sized file.
You should be able to see and download the impacted file directly from sys_attachment table?

Is the user is exporting data from a list view? then the export may be limited by settings found in System properties > Import Export, for CSV the export row limit may have an impact, for xls and xlsx the row limit and Cell limits may result in less data than expected.

[Fabien Henriot]

Hello,

thank you for your answer, I will try to clarify your questions.

The normal size of the file is known directly from the activity stream of the incident.

I can confirm by checking in sys_attachment table that the file is well saved with this size :

The user downloaded the file directly from the incident form (by clicking on it from activity stream, or from attachment at the top of the form).
The download is successful, but the file size is not correct (only 16MB). Here is the download progress with Chrome.

After comparison with the file received via email (the same as attached in the incident), the user saw that only half of the row are in the downloaded file (which make sense with the downloaded file size compared to the original file size).

I will not show you the data in the file but I confirm I can open the file after downloaded it and the file is not corrupted.

Hope this will clarify my post, and if you have any further questions do not hesitate. 

Thanks again!

Best regards,
Fabien

[Tony Chatfield1]

Hi, as far as I know the platform does not edit attachments OOB during or before download and I cannot conceive of a situation where this scenario is possible. 
Are you sure that are are not multiple files\records in sys_attachment with same name?
Or that a file was not replaced by one of the same name?
Perhaps you could consider logging issue this to ServiceNow Support.

[Fabien Henriot]

Hello,

Thanks for your time, I ensure there is no other file with the same name : 

I will open a case in support, and edit my post with their feedback.