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Lotus Notes cannot open emails from Outlook

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Last Modified: 2013-12-18
Kinda new at this but here is our situation...our marketing department sent out a email thru Outlook...it is basically a newsletter with graphics and links...so far 4 receipients have come back to us saying they cannot open up the email....I have since confirmed that 2 of these people are Lotus Notes users...by searching on this great site I found some cases where there is issues between Outlook and Lotus Notes where the Notes user could not open some emails....

Can someone tell me more on what could be causing these problems?....what steps could we take?....

Thanks
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Sjef BosmanGroupware Consultant
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Commented:
More info please, maestro! Release, what are the error messages they get, are mails arriving, dit you have a peek using the Document Properties?

Author

Commented:
Sorry...here is word for word what one Notes user emailed me:

It says that Explorer can not open it.

I don't have a clue what that means....the 2nd Notes user just told the marketing dept over the phone that the email won't open..??....emails ARE arriving....

Do you mean document properies in Outlook where the email was created?

Thanks a lot

Monte
check the settings in the location documents whther it is set to open with IE....
Sjef BosmanGroupware Consultant
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Commented:
A guessing game again, much like "Knock knock"... :-))

At the moment, we don't have too much to work on, now do we? Can you please ask your users to describe exactly what they get, what they see, what happens when they open a mail, etc.

My guess:
1) they get a mail, in the Inbox
2) they double-click it, and it opens
3) there is no content, except for an attachment called winmail.dat
4) and that file cannot be opened

If this is the case, the Outlook settings should be modified. See:
http://www.dwheeler.com/essays/microsoft-outlook-tnef.html

Author

Commented:
Ok...I THINK I have more info for you all...

First these are NOT my users...but actually are recipents to our company's newsletter so I do not have good info besides what they told me via email...

I contacted one person who stated they could not open up the email and this is all they replied in their email to me: It says that Explorer can not open it.

A second person replied with:
The subject email will not open for me. I keep getting a window message which states "Could not find any Web Navigator templates". I believe that means I do not have the Navigator browser, but I'm not sure.

Here is how we are sending out our mass emails according to our website developer:
"A windows component called CDO.Message that gets called in our ASP scripts.  That ends up going out through our MailEnable mail server via SMTP."

Another bit of info I just found out today is that these emails were sent out on behalf of the President of the firm.  I stated to me today that when he emails those people directly from his Outlook they have no problems reading his emails.  So it appears the problem is some compatiblity issues between this windows component above and Lotus Notes?....

Hope this helps provide more light on my situation....sorry for being clueless on this subject....

Monte

Groupware Consultant
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Commented:
Aaaah... I understand. Apparently there is no problem with Outlook, but with the mail method you use. I have to say I'm not familiar with ASP at all, but I suppose an ordinairy HTML mail is sent out. Somewhere, there's something wrong in it, at least for the Notes users.

Now, Lotus Notes is a bit peculiar in its way of handling mail. I suppose your mail contains links to images in HTML, using the IMG-tag. I suppose that's where the Notes-client starts complaining. The Notes client must be told how to retrieve those images. It is clearly a problem at their side, a poorly configured Notes environment, for any mail with images in HTML will show the same behaviour.

The first message (Explorer cannot open) seems like a wrong attachment, or a wrong file association to me, as I described for winmail.dat, earlier.
To address the 2nd problem, tell them to go to this link: http://www-01.ibm.com/support/docview.wss?uid=swg21088362

The very best thing to do is to add one line to your mass mail, saying "If this message is not readable in your mail client, please visit our website at ....." and supply a link to the same mail but available from your website.

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