Greetings,

we are currently facing an issue with outbound emails which contain screenshots in the email body (no attachment).

Scenario

A user enters the text of his email into a richtext editor and also copies screenshots of various sizes into it. He then proceeds to send out the email.

Expectation

The email arrives and contains all screenshots inside the email body.

Result

I have seen two different results:

1. The email arrives with the smaller screenshots inside the email body, but the large screenshots are missing. The correspondence attached to the case contains every screenshot and looks fine.
2. The "Fix Correspondence" flow is triggered and the following error message is displayed: "Caught unhandled exception : The request size exceeds the maximum limit.". The correspondence itself looks fine and contains all screenshots/pictures inside the body.

Investigation results

I have found an article mentioning some DSS (How to change the maximum file size for attachments | Support Center). However those DSS do not exist on our system and the default values are way higher than the size of the actual string representation of the whole correspondence. Also the screenshots/pictures are not attachments, but a part of the email body. As far I could see in other articles the mailbox was blamed, but I have sent the same screenshots, using the same email account, from Outlook (I tried once with including the screenshots in the mail and I also tried with the whole string representation of the correspondence (HTML+base64 of the pictures)) and it worked fine. So I don't think it has to do with a size limitation on the email account.

Configuration

We are on the PegaCloud (Pega Infinity 24.2). We are connecting to the email account using MS Graph both for sending and receiving.

Do you have an idea how this issue could be solved? Is it a mailbox or a Pega problem?

Thanks and regards,

Bernd