Troubleshooting Intune: Fixing Attachment Errors on Android Enterprise Devices

Table of Contents

When managing Android Enterprise enrolled devices through Microsoft Intune, users may encounter various operational challenges. One specific issue reported by users operating within an Android Enterprise work profile is the inability to attach files, particularly photos, to applications deployed within that secure profile. This problem significantly hinders productivity, preventing users from sharing images or documents required for their work tasks within the dedicated work environment. Understanding the underlying cause and implementing the correct solution is crucial for maintaining a functional and efficient mobile workforce using Android Enterprise.

This article delves into the specifics of this attachment error, exploring its common symptoms, the technical reasons behind its occurrence within the isolated work profile, and provides a straightforward solution to resolve the issue. We will outline the necessary steps for administrators managing Intune and Android Enterprise devices to ensure users can seamlessly attach required files to their work applications without encountering frustrating errors.

Symptoms¶

Users operating on an Android Enterprise work profile enrolled device managed by Microsoft Intune often experience difficulties when attempting to attach photos or other media files into applications specifically deployed within the work profile. This includes commonly used productivity applications such as Microsoft Word, Excel, Outlook, OneDrive, and other applications provisioned via Managed Google Play for the work profile. The issue manifests when the user navigates the application’s interface and attempts to initiate the file attachment process, typically by tapping an “Attach” or “Insert” icon.

Instead of opening a file browser or gallery from which to select the desired media, the user is immediately met with an error message. A frequently observed error message, which clearly indicates a problem with accessing file resources, states:

Unable to add attachment due to IO error

This error message suggests a failure in input/output operations, implying that the application within the work profile is unable to read or access the file system locations where the user’s desired photo or file resides. The problem is particularly prevalent with photos, as these are often stored outside the work profile’s default storage area, highlighting the boundary issues between the personal and work spaces on the device. The inability to attach files disrupts workflows and can require users to resort to less secure or less efficient workarounds, undermining the benefits of the managed work profile environment.

The severity of this symptom depends on the user’s reliance on attaching local files within their work applications. For users who frequently need to share images taken with the device’s camera, attach downloaded documents, or include files stored on the device’s internal storage or SD card within emails, documents, or cloud storage uploads, this issue becomes a significant impediment to their daily tasks.

Cause¶

The root cause of the “Unable to add attachment due to IO error” within an Android Enterprise work profile environment is fundamentally tied to the security architecture of Android Enterprise. The work profile is designed to be an isolated container on the device, separate from the personal profile. This isolation serves a critical security purpose: it prevents corporate data within the work profile from mixing with or being accessed by applications in the personal profile, and vice versa. This boundary is enforced by the Android operating system at a fundamental level.

When an application within the work profile attempts to access a file for attachment, it is typically trying to invoke a system function or another application capable of browsing and selecting files. On a standard Android device or within the personal profile, the system’s built-in file picker or gallery application handles this request, seamlessly providing access to the device’s storage. However, within the work profile, the operating system’s security policies restrict applications from directly launching or accessing components (like the personal profile’s gallery or file manager) that reside outside the work profile boundary.

Therefore, the work profile application (like Word or Outlook) initiates a request to access files, but there isn’t a component within the work profile itself configured by default to fulfill this request. The standard Android system’s file browser or gallery is usually part of the personal profile and cannot be accessed by work apps. This lack of an authorized file access component within the secure work space leads to the Input/Output (IO) error, as the application cannot complete the file selection process because it cannot initiate or communicate with a file browsing utility within its allowed boundaries.

Android requires a designated application within the work profile context that has the necessary permissions and design to interact with the work profile’s file storage and act as the intermediary for applications needing to access local files. Without such an application approved and deployed to the work profile, attempts to attach files by browsing local storage will inevitably fail due to this security-enforced isolation. The system prevents the work application from crossing the profile boundary to access file pickers or storage locations in the personal space, and no suitable tool exists within the work space by default.

Solution¶

Resolving the attachment error within the Android Enterprise work profile involves deploying a necessary utility application into the work environment. The solution hinges on providing an application within the work profile that is specifically designed or capable of browsing and selecting files from locations accessible to the work profile’s applications. This application acts as the required intermediary or file picker that the work applications can safely interact with.

The most effective and recommended approach is to approve and assign a suitable File Explorer application from the Managed Google Play store to the affected devices/users via Microsoft Intune. Managed Google Play is the enterprise version of the Google Play Store, controlled by the organization and integrated with the UEM solution like Intune. It allows administrators to curate, approve, and deploy applications directly to the managed work profiles on enrolled devices.

Steps for the Administrator:

1. Access Managed Google Play: Log in to the Microsoft Endpoint Manager admin center (Intune portal). Navigate to Apps > Android. Select Android Enterprise tab. Click on Managed Google Play. This will open the Managed Google Play store interface within the Intune portal.
2. Search and Approve the File Explorer App: In the Managed Google Play store, search for a file explorer application. A reliable choice is the Files by Google application (also known as File Explorer application by Google), developed by Google itself, which is designed to integrate well with Android system functionalities.
   • Search: Type “File Explorer” or “Files by Google” in the search bar.
   • Approve: Click on the desired file explorer app from the search results. Review the app details and permissions. Click the Approve button.
   • Consent to Permissions: You will be prompted to consent to the app’s permissions on behalf of your organization. Review the permissions and click Approve.
   • Keep Approved: Choose how to handle new permission requests (e.g., “Keep approved when app requests new permissions” is often convenient for maintenance, but review policy).
   • Done: Click Done.
3. Assign the Application: Close the Managed Google Play interface and return to the Intune portal. The approved File Explorer app should now appear in your list of Android Enterprise apps (you might need to refresh).
   • Select App: Click on the File Explorer application you just approved.
   • Assignments: Go to the Assignments section.
   • Add Group: Click Add group.
   • Assignment Type: Choose an assignment type like Required (to automatically install the app in the work profile) or Available for enrolled devices (to allow users to install it manually from Managed Google Play within the work profile). Required is generally recommended for this specific issue as it ensures the utility is present.
   • Select Groups: Choose the Azure AD groups containing the users or devices experiencing this issue. Ensure the group scope is appropriate (e.g., All Users, specific user groups, specific device groups).
   • Save: Review the assignment settings and click Save.
4. Sync and Verify: Intune will now process the assignment. Devices targeted by the assignment will receive the policy and install the File Explorer application within their work profile. This process may take some time depending on device check-in cycles. You can manually trigger a sync from the device or Intune portal if needed for testing.

Steps for the End-User (if assigned as Required):

• The File Explorer application (e.g., Files by Google) will automatically be installed within their Android Enterprise work profile. They will find its icon alongside other work apps, often indicated by a briefcase badge.

Steps for the End-User (After Assignment and Installation):

Once the File Explorer application is installed within the work profile:

1. Open the Work Application: Launch the application where you previously encountered the attachment error (e.g., Outlook, Word, etc.).
2. Attempt Attachment: Navigate to the feature where you attach files (e.g., composing an email, inserting a picture into a document). Click or tap the Attach or Insert icon.
3. Select File Source: This time, the operating system, recognizing that a file explorer is available within the work profile, should present an option or automatically launch the File Explorer application (like Files by Google) within the work profile context.
4. Browse and Select: Use the File Explorer application to browse the storage locations accessible to the work profile. Note that this typically includes internal storage locations specifically designated or accessible by the work profile, potentially downloads within the work profile, or files saved by other work apps. It may not automatically grant access to the personal profile’s gallery or downloads directly, depending on how the file explorer is designed and how the OS presents options. You might need to navigate specific folders.
5. Attach: Select the desired photo or file within the File Explorer interface. The File Explorer will then pass the selected file back to the originating application, and the attachment should now proceed successfully.

The File Explorer app serves as the bridge, providing the necessary interface and permissions within the isolated work profile to interact with file storage and return selected files to other work applications. This circumvents the issue caused by the lack of a native file selection tool within the work boundary.

Alternative File Explorer Apps:

While Files by Google is a common and recommended option, other file explorer applications available on Managed Google Play might also work, provided they are compatible with the Android Enterprise work profile restrictions and designed to function correctly within that environment. Always test any third-party file explorer thoroughly before deploying it widely. Ensure the chosen app is from a reputable developer and has good reviews, especially regarding its behavior in managed profiles.

Implementing this solution ensures that users within the secure Android Enterprise work profile have the necessary tools to perform common tasks like attaching files, thereby improving productivity while maintaining the required data separation and security posture. This highlights the importance of deploying essential utility applications to the work profile environment to enable full functionality for business applications.

To further understand the process or visualize the steps, consider the following simplified flow diagram:

```mermaid
graph TD
A[User in Work Profile] → B{Attempt Attach File};
B → C{No File Explorer in Work Profile?};
C – Yes → D[IO Error Occurs];
C – No → E[File Explorer Available];
E → F[User Selects File via Explorer];
F → G[File Attached Successfully];
D → H[Admin Approves/Assigns File Explorer];
H → I[File Explorer Installed in Work Profile];
I → B;

style D fill:#f9f,stroke:#333,stroke-width:2px
style G fill:#bbf,stroke:#333,stroke-width:2px
style H fill:#ccf,stroke:#333,stroke-width:2px
style I fill:#ccf,stroke:#333,stroke-width:2px

```

This diagram illustrates how the absence of a File Explorer within the work profile leads to the error and how the administrator’s action of deploying one resolves the issue by enabling the success path.

Prerequisites for Implementation¶

Before an administrator can successfully implement the solution described above, several prerequisites must be met within the organization’s IT infrastructure and Microsoft Intune configuration:

• Microsoft Intune Subscription: The organization must have an active subscription to Microsoft Intune (now part of Microsoft Endpoint Manager) and devices must be enrolled and managed by Intune.
• Android Enterprise Setup: Intune must be configured for Android Enterprise management. This involves connecting Intune to Managed Google Play. This setup allows Intune to manage Android Enterprise dedicated devices, fully managed devices, and devices with a work profile.
• Managed Google Play Account Linked: A Managed Google Play enterprise account must be linked to your Intune tenant. This is a one-time setup process essential for deploying and managing applications within the Android Enterprise framework via Intune.
• Android Enterprise Enrolled Devices: The user’s device must be enrolled into Intune specifically as an Android Enterprise device, either with a work profile (which is the focus of this issue), as a fully managed device, or as a dedicated device. The symptoms described are most common on devices with a work profile.
• Azure Active Directory Groups: Users or devices targeted for the File Explorer app assignment should be members of appropriate Azure AD groups that can be used for assignment in Intune.

Ensuring these prerequisites are in place provides the foundation for managing Android Enterprise apps and policies, making the deployment of the necessary File Explorer application a straightforward administrative task. Without the correct setup, the Managed Google Play store and assignment options will not be available or function correctly within the Intune portal.

Understanding the Error Message: “Unable to add attachment due to IO error”¶

Let’s delve slightly deeper into the specific error message, “Unable to add attachment due to IO error.” The term “IO error” stands for Input/Output error. In computing contexts, this type of error typically signifies a problem occurring during an attempt by a program to read data from or write data to a device or location. In the context of attaching a file, the application (e.g., Outlook within the work profile) is attempting to perform an “Input” operation – reading the content of a file from the device’s storage so it can then process it (like embedding it in an email or document).

The “IO error” here doesn’t necessarily mean the storage medium itself is faulty. Instead, it indicates that the application failed to successfully initiate or complete the process of accessing the file data. This failure is a direct result of the work profile’s security boundary. The application tries to call a function or access a resource (the file system browser or the file itself) that is either unavailable within its isolated environment or requires an interaction across the profile boundary that is blocked by security policies.

When a file explorer is present within the work profile, the work application can successfully delegate the task of browsing and selecting the file to this approved work-profile-aware utility. The utility performs the “Input” operation within the work profile’s permissible scope and returns a reference or the file data itself back to the originating application, thus preventing the IO error. The error message, while generic, effectively signals that the app couldn’t perform the required file access operation due to an environmental or permission-based limitation imposed by the work profile’s design.

Security Considerations¶

Deploying a file explorer application into the Android Enterprise work profile aligns with the security principles of the framework. By requiring a designated application within the work profile to handle file browsing and selection, the system ensures that:

1. Data Separation is Maintained: The file explorer deployed to the work profile only accesses files within the work profile’s storage areas or other locations explicitly allowed by work profile policies. It cannot easily browse or transfer files from the personal profile without explicit user action and potential system prompts related to cross-profile sharing (which can often be restricted by policy).
2. App Behavior is Controlled: Applications deployed via Managed Google Play are managed apps. Their installation, updates, and even removal can be controlled by the administrator via Intune. This ensures that the file explorer used for accessing work files is approved by the organization and adheres to enterprise security standards.
3. Malicious Access is Prevented: Without a work-profile-aware file explorer, a malicious application in the personal profile could potentially try to trick a user into opening corporate data if the work profile wasn’t strictly isolated. The current model prevents work applications from relying on potentially unmanaged or malicious applications in the personal profile for critical functions like file access.

Choosing a reputable file explorer application, such as Files by Google, which is developed by the platform vendor, further enhances security confidence. Administrators should always review the permissions requested by any app before approving and deploying it to the managed environment, ensuring they align with the app’s intended function and the organization’s security policies. The requirement for a work-profile-specific utility for file access is a feature, not a bug, of Android Enterprise, reinforcing its robust security posture.

Advanced Troubleshooting¶

If deploying a file explorer does not immediately resolve the issue, consider these advanced troubleshooting steps:

• Verify App Assignment Status: In Intune, check the “Device install status” and “User install status” reports for the File Explorer app assignment. Ensure the app has been successfully reported as installed on the affected device(s) within the work profile context.
• Check Device Sync: Ensure the device has recently synced with Intune to receive the latest policies and application assignments. A manual sync can be initiated from the Intune Company Portal app within the work profile.
• App Permissions: While Managed Google Play handles permissions upon approval, occasionally, permission issues can arise. On the device, navigate to the work profile settings (often found under System or Accounts), find the File Explorer app, and verify that it has the necessary storage permissions. Also, check the permissions for the application you are trying to attach from (e.g., Outlook) within the work profile settings.
• Android Version Compatibility: Ensure the File Explorer app and the application you are attaching from are compatible with the Android version running on the device. Outdated app versions or OS versions can sometimes lead to unexpected behavior.
• Device Restart: A simple device restart can sometimes resolve transient issues by refreshing the work profile environment and application states.
• Work Profile Integrity: In rare cases, the work profile itself might have an issue. If the problem persists across multiple apps and after verifying the file explorer setup, consider troubleshooting the work profile enrollment on the device.
• Managed Google Play Cache: On the device, clearing the cache for the Managed Google Play Store app (within the work profile) might help if there are issues with app deployment updates.

These steps can help diagnose whether the issue lies specifically with the file explorer deployment, device communication with Intune, or other device-specific factors.

Conclusion¶

Encountering attachment errors like “Unable to add attachment due to IO error” within an Android Enterprise work profile managed by Intune can be frustrating, but it is a well-understood consequence of the work profile’s secure, isolated design. The absence of a native file selection tool within the default work environment requires a specific utility application to bridge this gap.

By leveraging Microsoft Intune and Managed Google Play to approve and deploy a reliable File Explorer application (such as Files by Google) to the Android Enterprise work profiles, administrators can effectively resolve this issue. This simple administrative action provides the necessary component within the secure boundary, allowing users to browse and attach files needed for their work tasks seamlessly. This solution not only fixes the immediate problem but also reinforces the security and management capabilities of the Android Enterprise framework controlled through Intune.

We hope this detailed guide helps administrators and users understand and resolve this specific issue. If you have encountered this problem or have additional tips on troubleshooting attachment errors in Android Enterprise work profiles, please share your experiences below!