Any inbound email the attachment is removed after Vancouver upgrade

[Chad R]

Hi Team,

Wanted to see if anyone else ran into this and any possible solutions, I do have a case open with ServiceNow support but haven't had a lot of traction. After the upgrade to Vancouver in our non prod environments any inbound emails with attachments are having their attachements removed with the following error "Attachment size exceeds the limit of 3072MB". I have also attached an image of the error, I have confirmed the emails size is well below this limit, I have checked the proper email configurations and system properties to ensure attachment size is configured correctly. Has anyone else ran into this issue and had a fix provided. Many thanks for reading and appreciate the respones!

[Melisa Moll]

Hi Chad R,

Yes, you can access to that value through sys_properties.list and then searching for com.glide.attachment.max_size. 

In fact, I think I had 10240 as previous value, and even changing to more, less, etc, it does not work. 

Tested with 3000, does not work either.

File's size is 300kb. 

[Chad R]

Hi Melisa,

Whats odd is I adjusted that property as well and it didn't work either, it took me modifying it through the module to get it to work.

[Melisa Moll]

Hi Chad R,

Thank you so much for this conversation and your help. 

Now support has already answered with a KB, it seems is something related to Vancouver:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1527779

Hope this helps you too! 

[Chad R]

Thanks Melisa for the KB! I wonder why me increasing the size even more resolved the issue for me? Glad we both now have a solution hope your upgrade to Vancouver goes smooth. 

[Melisa Moll]

Hope the same for you Chad! 🙂

And if you ever know why increasing the size helped you, I hope you share it with me haha 😄 I had to decrease the size and it worked at last!