If you're experiencing issues where Remittance Advice PDFs from Mosaic are being downloaded or sent as HTML or ZIP files, here are some steps you can follow to diagnose and resolve the problem:
Check Browser Settings
Remittance Advice files from Mosaic are usually produced as PDF file extensions, but they may be affected by the user's browser settings. Your user might notice that the files are transformed into a .zip or .html file. You can check this link to test how the file is being saved and see if that helps: Slashgear article on fixing PDF saving issues
Email Client Settings
Sometimes, email clients can misinterpret file types. Ensure the email client settings are properly configured to handle PDF files.
Identify Affected Payees
Check if all payees are experiencing the issue or just a handful. Determine if the problem occurs when they receive an email with an attachment or when they download the RA PDF from a browser.
Clear the Browser Cache
Try clearing the browser cache, as this can sometimes resolve issues with file downloads.
File Extension on Download
When you download the file to your machine, check the file extension. Ensure that it is a .pdf file and see how it opens when you click it.
Check Email Server Configuration
It’s worth checking the Email Server Configuration (SMTP) to ensure the server isn’t compressing attachments into a zip file.
Third-Party Services
If the attachment is being sent through any third-party service, make sure that service isn't altering the file type during the transmission.
If you're still facing issues after trying the above steps, please raise a new case. When doing so, include the following details:
A screenshot of the file being downloaded in the download tray, including the file extension.
Whether all payees are affected or just a few.
Confirmation that you've tried clearing the browser cache.
Whether the Remittance Advice is being sent through a third-party service.