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Errors in opening saved e-mail messages

We are using a client management system called SIgXP at our company, which allows us to attach e-mails to the client screens as records of activity on various client accounts.  we drag and drop the e-mails, which automoatically save themselves, following which we are able to type an activity describing the content of the attachments.  When service reps access the client file to open the e-mails when reviewing client files, they are getting an error which will not allow them to open the e-mail.  I have contact the client management tech support and they tell me that it is either outlook or the individual service reps PC, and for the life of me I can't firgure out why this individual employee cannot open these saved e-mails.  Any help would be much appreciated.  Thanks
OutlookEmail ServersWindows OS

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8/22/2022 - Mon

It's going to be very difficult to troubleshoot this issue without any specific or detailed error messages.  Chances are if the company that makes the product can't figure out the problem, than it might be hard for somebody here to figure it out as well.

Specific error messages, rather than just "they are getting an error that will not allow them to open the e-mail" would be useful to at least help narrow down the problem.  Is the error a Microsoft error, or is it an error from the 3rd party program you are using?

The error is coming from the 3rd party program, however, because it is only 2 PC that are having the issue, there support department is telling me that it is a local issue on the PC, and nothing to do with the actual thrid party software.  Thank you for the suggestion, I wil post a copy of the error message when I get back to the office.

- the software works fine for users who DONT use word as their email editor, and breaks for users who changed the setting.  (or vice versa)
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William Peck

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