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email garbled code RRS feed

  • Question

  • hi , we recently received some email garbled emails. no pattern or we can't found the pattern :)

    oh, the only pattern we found is those emails are from external. 

    most tricky is in a mail conversation, at first beginning is display normally,  and suddenly the text in body garbled.

    check this out:

    receive the reply from outside and display normal:

    and we reply to the customer (display normally) and then comster reply and display garbled

    we don't have any idea, the only change recently it's we added the "disclaimer " if the mail from external. BUT this is 1 month ago, and the garbled text just start in few days ago. 

    please give me some hint ... thanks !

    BTW, for some reason, we can't remove the disclaimer for test. 

     
    Friday, July 24, 2020 4:17 AM

All replies

  • We found some clue,an email sent to our exchange 2016 server, 2 recipients , one add the disclaimer , one didn't.

    the garbled text shown on the disclaimer one. it's seems the disclaimer rule cause the issue...

    but , how to fix ? since we must have disclaimer....

    thanks

    Friday, July 24, 2020 8:46 AM
  • i for got to post the rule setting:

    Monday, July 27, 2020 1:03 AM
  • Hi Jerry,

    >> the only pattern we found is those emails are from external. 

    Does it occur to any particular external users or it can be reproduced on any incoming messages from external senders?
    Have you checked in OWA to see if there is any difference?
    What's the detailed version of the Exchange server? You can view the build number by running the cmdlet below:

    Get-ExchangeServer | Format-List Name,Edition,AdminDisplayVersion

    Please open a problematic message, click the "Edit" button on the "Message" tab, choose "Other Actions" > "Encoding", try switching between different encodings and see the result:

    Besides, as the issue has been narrowed down to be with the disclaimer mail flow rule, but you can't remove the disclaimer for test, I'd like to suggest creating a test disclaimer rule that applies to a test external sender/internal recipient account only for further troubleshooting:

    1. Add an exception in the current disclaimer rule to exclude the test internal account, let's say user1:
    2. Create a similar disclaimer rule that applies to "user1" only, test with the same disclaimer text as the problematic rule to confirm that the issue can be reproduced for user1.
    3. Performing more tests by modifying the disclaimer text, such as removing the html code for format or replacing the Chinese characters with some simple English words, etc. This can help eliminate whether the issue is caused by a particular portion of the disclaimer text.

    Any update or findings, please feel free to post back.

    This Exchange Server 2016 - General Discussion Forum will be migrating to a new home on Microsoft Q&A, please refer to this sticky post for more details.

    Regards,

    Yuki Sun


    Exchange Server 2016 - General Discussion forum will be migrating to a new home on Microsoft Q&A! We invite you to post new questions in the new forum.

    For more information, please refer to the sticky post.

    Monday, July 27, 2020 2:44 AM
  • ver:

    AdminDisplayVersion : Version 15.1 (Build 1979.3)

    we found in the same mail loop , the encoding change:

    it's difficult to reproduce the issue, it's ssems random, and if the text garbled and if ask the client resend, the resend email might display normally....

    I will create a test rule and test user later...keep you posted.

    thanks

    Monday, July 27, 2020 10:15 AM
  • Hi Jerry,

    >> it's difficult to reproduce the issue, it's ssems random, and if the text garbled and if ask the client resend, the resend email might display normally....

    Do you mean currently there are no particular steps to reproduce the issue? If this describes the situation, then it might be quite difficult and time-consuming to troubleshoot the issue.

    As from what we observed so far, it seems that the issue could be related to the encoding, apart from the tests we mentioned earlier, it's also suggested to compare the Preferred encoding for outgoing messages on both the sender and recipient's side:

    Feel free to post back with any updates.

    This Exchange Server 2016 - General Discussion Forum will be migrating to a new home on Microsoft Q&A, please refer to this sticky post for more details.

    Regards,

    Yuki Sun


    Exchange Server 2016 - General Discussion forum will be migrating to a new home on Microsoft Q&A! We invite you to post new questions in the new forum.

    For more information, please refer to the sticky post.

    Thursday, July 30, 2020 4:33 AM
  • Hi Jerry,

    I am writing to see how everything is going on with this issue. Please let me know if you need further assistance. Thanks!

    This Exchange Server 2016 - General Discussion Forum will be migrating to a new home on Microsoft Q&A, please refer to this sticky post for more details.

    Regards,

    Yuki Sun


    Exchange Server 2016 - General Discussion forum will be migrating to a new home on Microsoft Q&A! We invite you to post new questions in the new forum.

    For more information, please refer to the sticky post.

    Monday, August 3, 2020 7:16 AM