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Erratic Outlook Behavior - Receiving Blank Emails

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Last Modified: 2010-08-24
I have a user on a Vista SP1 notebook with Microsoft Office Pro Plus 2007 installed. Outlook 2007 is not displaying the body of all emails all the time. For example, some HTML emails received by the user will appear blank, while others will not. Some plain text emails will appear blank, while others will not. However, accessing email via Mailgate Exchange *always* displays the messages properly.

I tried completely disabling our antivirus/security software as other posts mention (https://www.experts-exchange.com/Software/Internet_Email/Email/Q_22805512.html), FortiClient 3.0.541. 541 is the latest FortiClient build and all Windows Updates are installed. No luck with that.

I found the following post, but not how to change in which format emails are viewed (can't you only change the format (HTML/Plain Text/Rich Text) of sent email?): "I have seen this where someone sends in email with only text and the receiver is viewing only in html so the text is hidden and the email looks blank.  That would not [sic?] explain why you no longer see the body." (https://www.experts-exchange.com/Software/Internet_Email/Email/Email_Clients/Q_22675504.html)

When this happened once before, about 2-3 weeks ago, I rebuilt the local Outlook profile and the emails all appeared fine once they downloaded again--even those that were previously opening completely blank.

What steps should I take from this point? I tried disabling the COM Add-in for FortiClient antivirus as well, but the same emails remain blank.

Uninstalling and reinstalling both Outlook and FortiClient perhaps?
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Nick WolfEverything IT

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gupnit: Will do, thank you.
Nick WolfEverything IT

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Commented:
Disabling e-mail scan did not correct issue. In terms of removing FortiClient, once I uninstall and reboot, if I open Outlook and look for emails that are currently appearing blank, should I expect them to no-longer be blank, or do I need to have the user wait it out and see if she receives more blank emails? Also, what antivirus/security software should I use in the meantime if the user needs to wait?
Nitin GuptaSolutions & Presales
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Yes once you uninstall and reboot, wait for user to receive more mails.
Use avast for the time being if that is not an issue !
Nick WolfEverything IT

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Commented:
gupnit: Will do. Waiting on user to setup time for this. Thanks again.
Nitin GuptaSolutions & Presales
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Sure !
Nick WolfEverything IT

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I am still waiting on the user to allow me time to uninstall FortiClient and install Avast. (Apparently this isn't *that* urgent of a concern...) Just wanted to let you know that I didn't abandon the question.
Nick WolfEverything IT

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Commented:
Fortinet has confirmed that blank emails with FortiClient 3.0 MR7 Build 595 is a reported bug and they expect a fix with the next release of MR7.
Nitin GuptaSolutions & Presales
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Hi,
Good to know you got a solution and well even better that you posted it here
Thanks
Nitin

Commented:
I have the same issue - no e-mail scanning whatsoever. Problem is occurring internally as well in e-mails sent to the outside recipients. Behavior completely sporadic, there are no rules and we can't repeat it (same user, same recipient etc).
Further more, this also happens from time to time when using Blackberry handheld (on BES) to send an e-mail out.

Thanks.
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