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Outlook 2003 error "Can't open this item. The item was found to contain a virus and was deleted."

Posted on 2007-04-10
Medium Priority
Last Modified: 2008-01-09
I have a user that is running Outlook 2003 on Windows XP Professional. She has a few emails that are in her Outbox and will not deliver. When you try to open one of the emails, the following error is displayed:
"Can't open this item. The item was found to contain a virus and was deleted. For more information, contact your Exchange Server Administrator."  I manually scanned her computer and it was free of viruses. The client has Trend Micro Office Scan installed. It appears to be an intermittent problem, as she is sending and received other emails. A few of the emails are replies, a few are forwards and a few are new. All addressees are in the GAL on the same Exchange Server. Please let me know if you need anymore information. Thanks!
Question by:jrstx
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Author Comment

ID: 18889529
OK, the person called me this morning and said she found the culprit of her problems. The emails that go through OK do not have her signature added to them. The emails that get stuck in the Outbox and display the error: "Can't open this item. The item was found to contain a virus and was deleted. For more information, contact your Exchange Server Administrator."  do have her signature added. I asked her to change her mail format from html to rich text, then plain text, and none of these worked. She is currently sending emails just fine without using a signature, but we would still like to find a solution.

Accepted Solution

jrstx earned 0 total points
ID: 18897527
I have resolved this problem, and need to know how to close it.
For reference, the problem was an issue with our VOIP system (Shoretel). The shoretel call manager integrates with Outlook, and had some corrupt registry entries. The solution was to uninstall both Outlook and Shoretel, then reinstall Outlook first, followed by Shoretel.

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