cannot open file from attachment

WHD version, are you using HTTPS or HTTP, is this from an E-Mail link? Is the user a registered Client on WHD?

It's HTTPS with a red line.

our version is 12.7.9 - Build #12.7.9.8603

yes, it's registered under the client.

actually, when I open the attachment from the ticket, it shows like a picture as I shared

psbexcvm01:8081/.../download

The 8081 Port signifies HTTP Port, do you force HTTPS within Setup > General > Server Options > redirect HTTP Request to HTTPS ?

Is the machine psbexcvm01 resolvable from the Client machine ? 

this is setting

Is the machine psbexcvm01 resolvable from the Client machine ? 

No sure..

In that setup screen toggle on the Redirect HTTP Requests to HTTPS.

Within Setup > General > Options > Force HTTPS = Always

In that setup screen toggle on the Redirect HTTP Requests to HTTPS.

Within Setup > General > Options > Force HTTPS = Always

i already click it

Then perhaps it is the server name it has an issue with. On the Client machine if you bring up the command prompt, can you "ping psbexcvm01" ?

i tried again to open but still cant open it

yes can ping.

its our server

will it be possible the problem is SSL or something?

Did you set this?

And restart the Web Help Desk services?

yes. let me try now and restart it now

after restarted, still cant opens it.

What browser type are you using? IE, Edge, Chrome, Firefox etc

chrome.

you want me to try another browser type?