HTML Mail from Office 365 not visible in Outlook 2010 and 2013

Lately we noticed that HTML email (body) send from Office 365 to our organization is not shown in outlook (2010 and 2013).

The Body off the HTML email is visible through OWA (exchange 2010), and mobile devices

When email is opened, the body is totaly empty, but the source off the body can be saved to HTML file, which is visible in the browser.

Local Virus Scanner, and Outlook plugin have been disabled, outlook is started in Safe mode, but still the HTML body is not visible.

Anybody know if there is a solution/hotfix for this issue, as the problem seems only be occuring with Outlook.

March 18th, 2014 9:01am

Hi,

Please go to FILE tab -> Options -> Mail -> Message format -> untick Reduce message size by removing format information not necessary to display the message -> OK. Then check the result.

Please also switch to Online Mode to test if the issue persists. If you are using Cached Mode, please consider to run Scanpst.exe to repair the possible data file corruption:

http://support.microsoft.com/kb/272227/en-us

Or we can simply create a new profile to setup the account, test the result:

http://support.microsoft.com/kb/829918/en-us

If you have updated to SP1 recently, we recommend you update your Video Driver to the latest as well.

Thanks,

Melon Chen

Forum Support

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March 19th, 2014 5:38am

Hi Melon Chen,

As suggested I removed the check mark from "Reduce message size by removing format information not necessary to display the message", gestarted outlook (cached and in online mode), but still content not visible.

I don't see why scanpst.exe should work, as this problem occurs on multiple clients..., with multitple users...

To be sure, I recreated my outlook profile, but no luck...

In OWA the body content starts with:

-->

Hallo Michel,

Regards,

Michel

March 19th, 2014 8:07am

Hi,

I recommend you check the following settings:

1. FILE tab -> Options -> Trust Center -> Trust Center Settings -> E-mail Security -> Untick Read all standard mail in plain text if it is selected.

2. FILE tab -> Options -> Trust Center -> Trust Center Settings -> Automatic Download -> Try unticking Don't download pictures automatically in HTML e-mail messages or RSS items.

Moreover, have you updated to SP1? If yes, please try updating the video driver to the latest as I suggested.

Thanks,

Melon Chen

Forum Support

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March 20th, 2014 2:06am

Tried as suggested, but still not working.

Don't get me wrong, but I don't seen why i need to update the video driver, as this problem occurs on multiple systems (desktop, laptop, terminal server) which all have different display adapaters/drivers...

thanks

Michel

March 21st, 2014 12:09pm

Hi,

I suggested you update the video driver because I've seen some issues were caused by the new released SP1, I just wanted to make sure it's not related.

You can also let me know what changes had been done to the environment before the problem existed.

I recommend you troubleshoot this problem in Windows Clean Boot Mode, to determine if 3rd-party programs may be the culprit:

http://support.microsoft.com/kb/929135

Sorry for replying a little late, please keep me updated.

Thanks,

Melon Chen

Forum Support

Free Windows Admin Tool Kit Click here and download it now
March 24th, 2014 5:30am

Hi,

I was able to reproduce this issue my self (as this problem was dropped at me), but it seems when an email is send to an user hosted on office 365, and it is replied from the OWA console on Office 365, the message body is not visible.

A new composed email from OWA Office 365 console is working fine.

This has been tested on various systems (windows 7, 8.1, Server 2008r2) also different version of outlook (2010, 2013), and different versions of IE, but every time the same happend.

Only when a reply was send from the OWA Office 365 Webconsole the email body is not visible.

Mail reply from Outlook or an Mobile device is NOT giving this problem.

Regards,

Michel

March 25th, 2014 10:04am

Hi,

I tried replying a html email to Outlook 2013 from Office 365 OWA, this issue wasn't reproduced on my side.

I'm doing research on this problem and will probably involve someone familiar with this topic to further look at this issue.

Thanks,

Melon Chen

Forum Support

Free Windows Admin Tool Kit Click here and download it now
March 27th, 2014 9:21am

Hi,

Thank you for your question.

I am trying to involve someone familiar with this topic to further look at this issue.

Thanks,

Melon Chen

Forum Support

March 28th, 2014 7:24am

The issue was repoduced at my side with different senders, only think is that the orginal message came from our environment (exchange 2010 SP3-RU2), send from different outlook clients (2010/2013).

When the mail is replied, content not visible...

We have a LAB environment, which is a total seperate environment which runs the same Exchange 2010 SP3-RU2, and i got exact the same issue there.

Michel

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March 28th, 2014 7:47am

Hi,

At this point of time, I would request you to open phone support case with Microsoft since the issue is very weird and we need to collect dumps and carry out troubleshooting which is not possible via this Forum.

To open phone support case with Microsoft, you can contact customer central on 1-800-936-4900 or you can visit our website http://support.microsoft.com/oas

Hope this helps


Thanks

April 1st, 2014 2:35am

Hello,

From outlook:

Go to File Tab> Options > Mail > Message Format > unset "Reduce message size by removing format information not necessary to display the message". > Click ok.

For the e-mails sent before the format will still facing the issue, So you need to sent a new test from where the message format was not changed by outlook.

Regards,

Anderson Oliveira

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June 11th, 2015 5:01pm

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