Recently some of the emails she's receiving from our company (and only from us) have started to show up with the unknown character icon in them.

Example:

> A NEW USER support and training contract is $799 down from $999
>
> A RENEWAL which is what the flyer is for has $100 off support and $100 off support and training.

Not all emails get garbled and sometimes sending the same email again will come through clear.

My company is using Outlook 2010 to send emails and we've just recently replaced our exchange server with Exchange 2013.  This has started happening fairly recently after the exchange upgrade, but I don't know how that could be causing this issue.

The owner uses the online hotmail.com website to access her email, not Outlook or another email program.  She's received these emails on multiple computers and devices (iPad for example) so it's not something to do with a particular computer.

Any ideas?

Hi,

Does the recipient use the same language as you do? As this can be an encoding issue, please check the following in Outlook:

File -> Options -> Advanced -> International options.

When we send an email with Outlook, we can set Outlook to automatically select encoding for outgoing email messages to increase the possibility that the recipient receiving the message will see all the characters rendered properly. By default, Outlook 2010 will automatically select an optimal encoding for outgoing e-mail messages if we tick "Automatically select encoding for outgoing messages".

If the recipient uses a different language from yours, you can try the corresponding encoding for that language then send the email again.

Please also send the emails from OWA, check if the recipient will see the garbled characters.

Regards,

Melon Chen
TechNet Community Su

Unfortunately the language is in english for both sides.

I will try the OWA option to see if that works.

Hi

What's the result on OWA?

Regards,

Melon Chen
TechNet Community Su