A common reason a user cannot attach a file in an external room is that the user doesn't have the entitlement Can share files externally enabled.
To check if the user has this entitlement:
- In Symphony Messaging, select the Settings icon, then select Admin Portal.
Alternatively, go to https://companyabc.symphony.com/?admin as an administrator (where companyabc is the name of your Symphony Messaging instance).
- Select Begin Session.
- Navigate to Accounts > Browse Accounts and select the user whose entitlement you want to check.
- In Entitlements, check if the entitlement Can share files externally is enabled. If the entitlement is set to No, change it to Yes.
- Select Save.
- Return to Symphony Messaging and attempt to attach a file in an external room. This should now be successful.