External email client not opening the email when I click Reply or Reply All

Hi Brian,

Do you know if this is happening to other users at your company, or just yourself? Can you also try this in a private browsing window and another browser to see if that changes anything in the behavior? 

Thanks!

Hi Alex thanks for your response! I've raised the issue with our help desk but they advise me that I will just have to use the embedded sugar email client because they can't figure out why this behavior is occurring. 

It's really hard for me to handle appropriate support communications (screen shots/html formatting, etc) through the Sugar email client so I thought I'd try to dig a bit more on my own for a solution.

The behavior is the same no matter if I am using Chrome, Edge, Chrome Incognito, Edge InPrivate, and all of those combinations inside my company network or on my personal computer at home.

Chrome and Edge are Chromium based and have hard coded limits.  Firefox is not and is Quantum based browser (Netscape).  Its limits that we have been able to tell is only 1 attachment can be forwarded.

OH my goodness... you're right!!! Firefox works!!!  Thank you!!

Now I just need to figure out how to convince our IT department that I need Firefox installed so I can use Sugar :) 

Good catch Mark Blaszka! 

Brian Kudera - I did some more digging and found a known defect, #80068, that seems to confirm this behavior: "The body of the replied-to email is included in the mailto URL that is created for the Reply button. In Chrome, when the length of the Mailto URL exceeds 2050 characters altogether, the Mailto link does nothing and appears to not work."

Does that sound correct based on the emails you're sending? If so, I'll get you added to this defect to help its prioritization. 

Good catch Mark Blaszka! 

Brian Kudera - I did some more digging and found a known defect, #80068, that seems to confirm this behavior: "The body of the replied-to email is included in the mailto URL that is created for the Reply button. In Chrome, when the length of the Mailto URL exceeds 2050 characters altogether, the Mailto link does nothing and appears to not work."

Does that sound correct based on the emails you're sending? If so, I'll get you added to this defect to help its prioritization. 

Hi Alex, I think that issue applies to us here as well.

I had to go through several cases to test this but eventually I found one with a small enough of email that the Reply link did open up the email in Outlook.

Thanks for your help!

Thanks for confirming Brian! Sorry about this issue, but glad to know the reason. I'll make some updates to the bug report internally.