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Quick question, this happens with both the stock messaging app and stock email app, correct? If so, have you tried using the Gmail app to see if they receive the same error. What kind of phones do they have? Older androids (even the Galaxy S3) would not allow you to download attachments in certain applications until it was patched via software updates. Long story short, try the Gmail app and if it happens there, see if they have ever downloaded an attachment and check into whether they are due for a system update.
 
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