I'm unable to open email attachments on my Samsung Android device. How can I fix this?

Last Update date : 2016.10.04

l Please note that the answer below is a reference for customers, which may change in different software version and device models. The pictures/images are for reference only. All other products and services mentioned may belong to their respective trademark owners.



There are many possibilities which may contribute this problem. Four solutions are provided below.




Solution I. Download Relevant App. 


If you are unable to open an email attachment, you may go to Google Play Store to download a relevant App. to open the attachment, e.g. a PDF viewer to open PDF files.





Solution II. Perform Software Update


If removing and then re-adding the email account didn't work then follow these steps to perform a software update.



1. From the Home screen, touch Apps

2. Touch Settings

step1  step2


3.1 Touch About device 

3.2 Touch Software update


4. Touch Update now




5. After upgrade, restart your device and then re-attempt to open the attachment(s) in the email message(s).






Solution III.  Remove and Re-add Email Account


If you cannot open email attachments that are in formats which your device recognises then you can probably fix the problem by removing the email account and then adding it again.


These steps apply broadly to Samsung Android devices. The steps for your specific device may vary very slightly from those below.


To Remove Account

1. From the Home screen touch App Icon Apps

2. Touch GS4 Settings Icon Settings 

step1 step2  


3.1 Touch the Accounts tab 

3.2 Touch the Email account with which you are having problems


4. Touch More

1 1   


5. Touch remove account




6. If you received email through that account through an app you downloaded from Google Play or Samsung Apps proceed to Settings 

6.1 Touch Applications

6.2 Touch Application Manager



7. Search for the email app you used (Using Yahoo Mail as an example)

8. Touch Uninstall to remove the apps

step7  step8 


To re-add the account


If you use third-party email app, youcan simply  install the apps and set up the account again

If you were not using a third-party email app, you can follow the steps below.


1. Touching the Add account option beneath your other accounts on the settings menu

2. Selecting Email, register the account again

step8  step2 



3. Restart your device and then re-attempt to open the attachment(s) in the email message(s).





Solution IV. Perform Factory Reset


If the software update didn't solve the problem (or no recent software update was available) try performing a factory reset.

Back up all the media, text messages, etc that you wish to save. This can be done through Kies on your PC. A factory reset will wipe your phone clean, restoring the software to how it was when the device left the factory.


1. From the Home screen, touch Apps

2. Touch Settings

step1 step2


3.1 Touch Back and Reset

3.2 Touch Factory Data Reset


4. Touch Reset device

1    step4


5. Your device will restart. Finish the setup process on your device and then add the email account again. If you're still unable to open attachments with your emails after this it suggests an unusual fault with your device that requires an engineer's attention. Please click here to find the location and contact details of your nearest Samsung service centre.



If your problem cannot be solved by the above steps, please call our service hotline (+852 3698 4698) or contact us on live chat .




Screen Images are for reference only.

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All other products and services mentioned may belong to their respective trademark owners.


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