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Unable to Download File Attachments in BUI
Answer ID 10520   |   Last Review Date 05/29/2019

What is the cause of the error "Unable to open/download file attachments", when trying to open file attachments in BUI?

Environment:

Browser User Interface (BUI)

Issue:

When trying to open file attachments in BUI, this error is received:

"Unable to open/download file attachments"

Resolution:

This issue is caused by an IP restriction when making a call to the file attachment server from the Agent Browser UI. This restriction is resolved by checking the following two configurations:

SEC_PAPI_INTEG_HOSTS_REST
Defines which hosts are allowed to access the public REST API interface. Valid entries include a comma-separated list of domain names with wildcards, specific IP addresses, or IP subnet masks. Only users logging in from hosts matching entries in this list are allowed access to the SOAP interface. Default is blank.

SEC_VALID_ADMIN_HOSTS
Defines which hosts are allowed to access the administration interface. Valid entries include a comma-separated list of domain names with wildcards, specific IP addresses, or IP subnet masks. Only users logging in from hosts matching entries in this list are allowed access to the administration interface. Default is blank.

If the SEC_PAPI_INTEG_HOSTS_REST  configuration is restricting traffic then you will need to add *.rightnowtech.com to the SEC_VALID_ADMIN_HOSTS configuration.

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