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Text Missing From Email

Posted on 2011-04-26
Medium Priority
Last Modified: 2012-05-11

I created a new email in HTML in Outlook 2003 SP3. I typed the first paragraph and then copied and pasted text from another HTML email to create a second paragraph. I sent the email. When it was received, the first paragraph was missing. I checked Sent Items and the first paragraph was not there. I clicked on Resend Message and the first paragraph reappeared. I sent it and the first paragraph was missing again when it was received.
Win XP SP3, MS Office 2003 SP3, Exchange Server

Any help greatly appreciated.
Question by:jhf2863
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LVL 11

Expert Comment

ID: 35472365
Is the receiving client setup to receive HTML, Plain Text or Rich Text?

Perhaps the copy/pasted item was inserted on top of the original text you created as it treated the cut/paste like an image.  

Can you do this again with a new message?  Does it happen again?

I try to make a habit to add a carrage return or two between typed paragraphs and cut/pated ones and if I need to clean it up before I send, I will, otherwise, I leave it.

Did you message leave your domain?  Or was this something you sent inside your domain?

Author Comment

ID: 35475320

Thanks for the response.
The sender and recipient both have HTML as format type.
The pasted text was put in below the typed text. There were several carriage returns between them.
It was sent inside domain.
I changed the format type of the sender to Rich Text. Then I recreated the email by typing the first paragragh and then again copying and pasting the second paragraph. When it was sent this time, the whole email was received. I guess the question is why when the Outlook format is HTML does it remove the whole typed paragraph and only send the pasted paragraph and why when the format is changed to Rich Text it does not.
LVL 11

Expert Comment

ID: 35475708
Microsoft's summary:

Other than being a quirk with MS Office, I've run into weird things when using Rich Text.  But, in most of those cases, IIRC, the version of office was different between the receipiant and the sender.  In your case, you have stated they are both 2003.  Personally, I use Plain Text and set up my customers with this unless they demand otherwise.  

There are hidden HTML coding that you don't see when you create your message.  When using Outlook, is WORD your editor?  I've seen more issues with Rich Text than HTML, but here you are using the older version of Outlook, Word and attempting to send mail via HTML.

Other than, I've seen this happen and other similar issues, once clients upgraded, many of the problems were eliminated (so, coding inside Word and Outlook was likely cleaned up) and the other was to educate them to use Plain Text.  And most mail can be sent plain text, however, some prefer to use the fancy stuff...I understand and I'm not saying you cannot, purely mentioning what I do and recommend to my customers.

-Can you recreate the problem by switching your sender to be the receipiant and having your receipiant be the sender?   (both using HTML?)
-Does the problem only occur with the one messaeg you typed?  Or do you see this happening all the time?

There have been issues reported over the years with Word being the editor and with Rich and HTML e-mails and Outlook formating.  The exact nature, I'd lean toward it is something with the coding and since you did use a cut/paste inside HTML, this does seem that the formating just didn't accept your paste correctly.
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Author Comment

ID: 35476332
I should have mentioned that Word is not the email editor for either the sender or recipient.

I have seen issues in the past when copying and pasting text from other emails into a new email. It will change the font type and size sometimes. I have never seen it where one whole paragraph will be present in the email when you click Send, and yet not be in the email both in Sent items and when it is received.

I will try to recreate as you suggest.
LVL 11

Expert Comment

ID: 35476907
Thanks,  Please post back your findings.

It's been a while since I"ve seen strange behavior, but it's been a few years since most of my clients have used Outlook 2003.   I liked 2003, too, but I've seen fewer issues with 2010 (or even 2007).

Author Comment

ID: 35483450
I had email recreated and sent by another party. Text was not stripped out.
So, in summary, Outlook 2003, WinXp, both SP3, new HTML email is created, first paragraph is typed, second paragraph is pasted from another HTML email. Email is sent. When received first paragraph is missing and only pasted text is there. Opened email in Sent Items and only pasted text is there. Go to Actions menu....Resend this Message. This opens the email in another window and the first paragraph is now there. If email is then sent, first paragraph is stripped out again. ???
LVL 11

Accepted Solution

Plantwiz earned 2000 total points
ID: 35484342
It really sounds like the hidden code is dictating the format of your message.

Do you remember AppleWorks from the 80s?  This app had issues with hidden carriage returns throughout the document and they were not found until the document printed.

Can you use something other than HTML message and do you still have this problem?  Or have you isolated it to ONLY be when you create a message with HTML as the default?
LVL 11

Expert Comment

ID: 35484371
Can you 'move' the image on the message once it is received or sent?  Is the typed text beneth the image?
LVL 11

Expert Comment

ID: 35484562
I found this and it is along the lines of where I was going...

Start your message in plain text as HTML is problematic.


And you may wish to see if you have Smart Tags available:

And were you able to recreate the same problem on another machine (using HTML)?  If not, perhaps the Office Clipboard association may be damaged.  

Or test by disabling the office clipboard (and this is for 2003 as well as 2000)
Disabling the Office Clipboard
Important This section, method, or task contains steps that tell you how to modify the registry. However, serious problems might occur if you modify the registry incorrectly. Therefore, make sure that you follow these steps carefully. For added protection, back up the registry before you modify it. Then, you can restore the registry if a problem occurs. For more information about how to back up and restore the registry, click the following article number to view the article in the Microsoft Knowledge Base:
322756  (http://support.microsoft.com/kb/322756/ ) How to back up and restore the registry in Windows

When you add the following registry entry, it prevents the Office Clipboard from automatically appearing when you perform multiple Copy commands in any of the Office programs. To add the AcbControl registry entry, follow these steps:

Quit any programs that are running.
Click Start, and then click Run. Type regedit and click OK.
In the Registry Editor, click to select the following subkey (folder):
On the Edit menu, point to New and click DWORD Value. With New Value #1 selected, type AcbControl, and then press ENTER.
On the Edit menu, click Modify. In the Edit DWORD Value dialog box, click Decimal under Base. Type 1 in the Value data box. Click OK and quit the Registry Editor.

NOTE: To turn on the Office Clipboard, repeat step 5 above, changing the value from 1 to 0.


Author Closing Comment

ID: 35485525
I right clicked in the body of the email and selected View Source to look at the HTML code.
The parts of the email that were missing had source code saying Display:None. So apparently the code was telling it to not display. Still just not sure why but at least I know what it is now.

Many thanks.
LVL 11

Expert Comment

ID: 35485595
You are welcome!


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