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Outlook 2010 emails are received truncated RRS feed

  • Question

  • I originally submitted this to the general forum but was directed here.  The issue:

    We have recently upgraded to Outlook 2010 from Outlook 2003.  We do not use Exchange Server and do not use Anti Virus scanning on the out bound email.  We are finding with multiple users the emails sent are being received truncated or otherwise garbled (looks like html code embedded in the message)  These messages display perfectly fine in the users Sent folder.  Also if cced within our company the inside receipient receives it fine.

    I read where this may be due to how the signature files being different in 2010.  We had copied over the this signature info from 2003.  We have tried removing the signature from the email to no avail. 

    We thought it is possible this is due to an update but have not be successful in figuring this out!  As a side not we did move a user back to Office 2007 and all seemed well but the issue resurfaced after a couple of weeks.  This does not happen on all emails so is very difficult to troubleshoot.    If someone from Microsoft would like I can forward sample of the received emails.

    This has become quite serious and we need to find and answer soon or else our 2010 rollout will be halted.

    And a further update:

    What is the email format in outlook?  HTML                                                                           Is the computer on a network or a domain?  Domain                                                              Do the computers have a common router?  Yes                                                                      Do the emails go through fine if you send it without your old signature? No

    Also the issue happens on Windows 7 64 bit computers

    Some more info.  This continues to happen on Outlook 2010 and now in some instances on 2007.  It is sporadic, not on all emails sent.  And the email in the sent folder is perfectly fine  

    From what we have seen. It appears it has something to do with the converting/processing of the HTML formatting.  We tested by sending emails to a outside email address.  It appears that formatting the email triggers this, for instance spacing and indenting in the email.   Some emails text disappears, in others formatting code is substituted for text  (an example: class=MsoListParagraph style='text-indent:-.25in;mso-list:l0 level1 lfo1' is found in the body of the email where text should be???)

    We thought this may be an microsoft update issue since it has surfaced recently

    On a test computer with Office 2007 we replaced the mso.dll file with the orginal one from a newly installed computer.  This seems to have resolved the issue!  So we were wondering if anyone has seen this and if Microsoft may know of Office\Outlook\Word updates which may affect this.

    I know this isn't a preferred method to handle it and we don't want to do this on a live computer but it appears to isolate the issue..   The next question is how to handle this on Outlook 2010        

     


    Thursday, July 14, 2011 1:06 PM

Answers

  • To see if this is caused by an update, try system reestore to restore the system to a previous state before this issue occurred.

    If the problem persists, try to repair the office program from start > control panel > Add/Remove programs. Locate the Office program and click Change, then Repair.

    • Marked as answer by Nick Wan Thursday, July 21, 2011 5:16 AM
    Tuesday, July 19, 2011 7:45 AM

All replies

  • To see if this is caused by an update, try system reestore to restore the system to a previous state before this issue occurred.

    If the problem persists, try to repair the office program from start > control panel > Add/Remove programs. Locate the Office program and click Change, then Repair.

    • Marked as answer by Nick Wan Thursday, July 21, 2011 5:16 AM
    Tuesday, July 19, 2011 7:45 AM
  • Thanks for the reply.  We have tried both to no avail.  I just installed a new computer with Office 2010 and tried testing  It appears it is a html formatting issue.  To test i sent an email to an outside account(comcast.net)  Here is the sent email from the outlook Sent Folder:

    This is a test email It includes formatting with spaces and indents to test outlook 2010 email issues.  Please respond to this email after received it

     

     

    This is a test email It includes formatting with spaces and indents to test outlook 2010 email issues.  Please respond to this email after received it

     

    1.      Test test aaaaaaaaaa

    2.      Test test bbbbbbbbbb

    3.       Test cccccccccccccccccc

     

     

    Thanks

     

    Here is how it was received by the comcast account:

     

    This is a test email It includes formatting with spaces and indents to test outlook 2010 email issues.  Please respond to this email after received it

     

     

    This is a test email It includes formatting with spaces and indents to test outlook 2010 email issues.  Please respond to this email after received it

     

    1.      Test test aaaaaaaaaa

    2.      Test test bbbbbbbbbb

    3.       Test ccccccccccc

     

     

    Thanks

     

    For some unknown reason there are strikethroughs in the text, we have also seen in other sent emails where some text is just dropped, completely disappears, at the receiving end,  It seems spacing or identing in the original email causes this.  Any thoughts/help would be appreciated

    Thanks

         

     

    Thursday, July 21, 2011 7:04 PM
  • Ok that is strange, when viewing the receiving email above prior to sending there were strikethroughs starting with  1. Test Test aaaaaaa and continuing to Thanks 

    But when submitted the strikethroughs disappear and showed normal on the forum!!  I'd attached a document on it but it doesn't look like an option on the forum.

    Thanks

       

    Thursday, July 21, 2011 7:12 PM
  • We are having the same issue with Sent Emails truncating at 72 characters. This seems to be happening to Digitally signed emails. It is more of an issue as we send/receive emails outside of the network. We are on a domain, using the latest patches associated with Outlook 2010. We are running on the Windows 7 Enterprise platform using Server 2008. Has anyone found a more permanent fix for this issue?
    A+ NET+ Security+ MCDST MCTS
    Thursday, November 3, 2011 11:57 PM
  • had the same problem.  This worked

    Try to increase the Wrap text by following the steps given below and check if it works fine.

    Open Outlook 2010> File> Options> Mail> message format> increase the wrap text at character

    If the above steps fail create a newOutlook profile and verify the status.

    http://support.microsoft.com/kb/829918

    Thursday, August 2, 2012 5:31 PM