Webmail stuck in 'Attachment View' by default

[itphonehome]

I've been trying to resolve this for an elderly friend. She thought all her emails had disappeared. I changed the view to 'conversation' - al emails appeared normally - logged out and in again and it had reverted to 'attachment view! Eventually phoned BT and they advised changing browser, clearing cookies, suspending any rules etc. None of these worked. Gave up when it locked me out for 20 minutes.

I eventually set my friend up on an email client and all is well but the Webmail problem has never been resolved. I have tried it on my own BT account and it defaults to whichever view was last chosen - as you might expect. My friend's does not!

Can anyone suggest what's going on with my friend's Webmail account? 

[gg30340]

"Attachment View" only displays emails that have an attachment.

You would appear to have selected " Attachment"  you need to click on the "View" button and select either " Right" , "Below" or "None".

This changes how the preview pane is displayed and will display all the emails that are in the Inbox.

"Conversation View" works in all of the above "views". It just groups all the emails that are in the same conversation together. 

[itphonehome]

Sorry I maybe didn't make myself clear - yes by changing the view the emails appear no problem - BUT regardless of which view I leave it on at logout it ALWAYS reverts to 'attachment view' on my friend's computer when she logs back in (This doesn't happen on my account on my computer, where the selected view 'sticks' -  nor should it happen according to BT support. They were stumped too!)

The thing is my friend is 87 and  has been used to just logging into Webmail and seeing her emails in front of her. Having to constantly change the view to see them is complicating things for her unnecessarily. She actually does well at her age to negotiate logging into Webmail at all.

As I say I've set her up with MS Outlook so with one click on the desktop it's open and her emails are there.

The point is that she's always used Webmail and it has  always behaved predictably. Now, for no good reason it doesn't.

[iandev]

Im having the same problem. If I want to view emails after logging in I need to go to VIEW and press NONE

[Alex_H]

Hi @iandev,

Welcome to the BT Community

Is this happening on webmail on one device or any device you login using webmail has attachment view as the default? Has it just started recently? 

 If it is one device had you also tried the steps the OP had went through with different browsers, clearing cookies and cache etc to test and make sure none of that was causing the issue? 

Alex

[iandev]

Doesn't happen on my mobile I've only recently started to use the computer to check my email. 

Sorry to say all corrections sound a bit complicated to me. 

Ian

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[Leanne_T]

Morning @iandev 

No problem, we will certainly see what we can do to help you with these troubleshooting steps 🙂

Firstly to get you the correct steps to clear the cookies and cache, which web browser are you using on the computer? 

Also, to see if the problem happens in other browsers, have you been able to try a different one such as Chrome, Microsoft Edge, Firefox any that is different to the one you have originally used?

Speak to you soon 🙂

Leanne.

[iandev]

I normally use Microsoft Edge.

I can also open emeil in Outlook and this does not seem to be a problem.

Ian

[Leanne_T]

Thanks very much @iandev 

To clear cookies and cache for Microsoft Edge, please go to Settings > Privacy > Clear browsing data. This will remove all data including saved passwords. Once this has been done, please try the email again and let me know if the same view shows? 

Leanne.

[gg30340]

If you do not want to clear your saved passwords that are in your Auto Fill section in Edge, when you click on  Settings > Privacy > Clear browsing data a new box opens where you can select what is to be cleared.

If you want to keep the saved passwords just untick the box beside "Passwords" if it is ticked. If I remember correctly it is unticked by default but you are best to check.

You should also change the Time Range setting in the box to "All Time" if it is not already showing that.