Unable to SEE Incident Attachments

Summary

When customers send a picture via email the created incident does not show the attachments.

Content

The incident is being created with an "X" where the picture would normally be displayed.  We have had an extremely large increase in the number of emails being received with pictures attached that we cannot see and as you can imagine this is causing a huge jump in customer escalations.

Does anyone have any idea what could be causing this and what you've done to resolve it?

Version

.Net version 19A