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Exch2010 User is getting repeated blank emails but seemingly at random

Posted on 2011-05-04
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Last Modified: 2012-05-11
I have a user that is getting some emails where the subject is there but there is no content in the body of the email.  I've looked around on these forums and the Internet long enough to see that some of these problems are related to ESET NOD32 (which we have on our client computers).  I've removed ESET and it still had the problem, I put the latest version on it as requested by ESET and after a while the user had the problem again.  Moved the user to another Exchange Database, didn't fix it.  We sent her repeated emails in HTML, Rich Text and Plain Text formats and only the Plain Text formatted ones never had issues.  The HTML and Rich Text ones were occasionally let through but 90% of the time (from my cohort and I) not permitted to see anything in the body of the email.  If you View Source on the email there is nothing in there either.

As this seems to be a fairly common issue I'm wondering what other peoples experience was in getting this resolved.
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Question by:ChocolateRain
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Expert Comment

by:Thomas Zucker-Scharff
ID: 35692284
What client is the end user using (I assume (s)he is not using OWA - although this would seem to be a work around)?
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Author Comment

by:ChocolateRain
ID: 35692412
Outlook 2007
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Expert Comment

by:Thomas Zucker-Scharff
ID: 35692469
Can you paste in the headers?  Do you have a OWA interface set up?  If so, log into OWA with this user's credentials and see what happens there.  It has been my experience that most users do fine with OWA (I tell them that is their their only choice).  The only people I have found really need the thick client are people who take care of other peoples calendars and some power users who are bring multiple accounts into the interface.
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Author Comment

by:ChocolateRain
ID: 35692533
In OWA as well as her Outlook client the messages that should have text in them are blank.

How do I paste in the headers?
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Expert Comment

by:Thomas Zucker-Scharff
ID: 35692597
In Outlook (it's been a while) I believe you highlight the message click on tools properties and choose headers.  Copy and paste everything in the internet headers section to a notebook file.

In OWA, open the message and click on the message details icon (looks like an envelope with a piece of paper next to it), copy everything in the internet headers section to a notebook file.

Finally, copy what is in the notebook file. Paste the contents in here.
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Author Comment

by:ChocolateRain
ID: 35692720
Received: from AGCV10K.domain.lcl ([169.254.1.172]) by AGCV11k.domain.lcl
 ([10.10.100.101]) with mapi id 14.01.0270.001; Wed, 4 May 2011 11:30:09 -0700
Content-Type: application/ms-tnef; name="winmail.dat"
Content-Transfer-Encoding: binary
From: Matt Folger <john.smith@domain-global.com>
To: Bobbi Mcconnell <bobbi.smith@domain-global.com>
Subject: test email to bobbi - DON'T REPLY - just for testing
Thread-Topic: test email to bobbi - DON'T REPLY - just for testing
Thread-Index: AcwKiUwQVqLGRd/9SBepN8qf/TtI/Q==
Date: Wed, 4 May 2011 11:30:08 -0700
Message-ID: <40D73679C720884BB642F0BD07925FDD04FA756A@AGCV10k.domain.lcl>
Accept-Language: en-US
Content-Language: en-US
X-MS-Has-Attach: yes
X-MS-Exchange-Organization-SCL: -1
X-MS-TNEF-Correlator: <40D73679C720884BB642F0BD07925FDD04FA756A@AGCV10k.domain.lcl>
MIME-Version: 1.0
X-MS-Exchange-Organization-AuthSource: AGCV11k.domain.lcl
X-MS-Exchange-Organization-AuthAs: Internal
X-MS-Exchange-Organization-AuthMechanism: 04
X-Originating-IP: [10.10.2.123]
X-EsetId: 32EA852E0C7E53692DEC857406251E

where-s-the-header-info-on-an-OW.png
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Expert Comment

by:Thomas Zucker-Scharff
ID: 35692861
Opera is not fully supported in OWA.  Try using IE, Firefox, or Safari.
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Expert Comment

by:Thomas Zucker-Scharff
ID: 35692956
OWA in Firefox 4.x Message open After clicking on properties icon indicated by arrow
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Author Comment

by:ChocolateRain
ID: 35693935
Received: from AGCV10K.domain.lcl ([169.254.1.172]) by AGCV11k.domain.lcl
 ([10.10.100.101]) with mapi id 14.01.0270.001; Wed, 4 May 2011 11:30:09 -0700
Content-Type: application/ms-tnef; name="winmail.dat"
Content-Transfer-Encoding: binary
From: Bob Smith <bob.smith@domain-global.com>
To: Bobbi Mcconnell <bobbi.mcconnell@domain-global.com>
Subject: test email to bobbi - DON'T REPLY - just for testing
Thread-Topic: test email to bobbi - DON'T REPLY - just for testing
Thread-Index: AcwKiUwQVqLGRd/9SBepN8qf/TtI/Q==
Date: Wed, 4 May 2011 11:30:08 -0700
Message-ID: <40D73679C720884BB642F0BD07925FDD04FA756A@AGCV10k.domain.lcl>
Accept-Language: en-US
Content-Language: en-US
X-MS-Has-Attach: yes
X-MS-Exchange-Organization-SCL: -1
X-MS-TNEF-Correlator: <40D73679C720884BB642F0BD07925FDD04FA756A@AGCV10k.domain.lcl>
MIME-Version: 1.0
X-MS-Exchange-Organization-AuthSource: AGCV11k.domain.lcl
X-MS-Exchange-Organization-AuthAs: Internal
X-MS-Exchange-Organization-AuthMechanism: 04
X-Originating-IP: [10.10.2.123]
X-EsetId: 32EA852E0C7E53692DEC857406251E
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Author Comment

by:ChocolateRain
ID: 35693945
Got the Header information from OWA from IE but still in IE or Firefox or whatever the emails that are blank in Outlook are also blank in OWA.
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Accepted Solution

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Thomas Zucker-Scharff earned 2000 total points
ID: 35698373
Looking at the header info (and I'm not a maven in any way) I don't see anything, BUT according to this header the email is being processed by ESET.  if you are using OWA ESET should never need to touch the email.  Do you have ESEt set up on the exchange server?
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Assisted Solution

by:ChocolateRain
ChocolateRain earned 0 total points
ID: 35702814
So far it looks like that moving the mailbox BACK to the Exchange 2003 server and then back to the Exch2010 server has removed the ESETID's from the Header info of the mail items.

So far, the user hasn't received any more of these blank emails.

Going to watch it for a few days...
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Author Closing Comment

by:ChocolateRain
ID: 35763216
Moving it to 2003 Exchange removed whatever ESET had made changes to on her mailbox and fixed the problem. Kudos for indentifying the ESET tags.
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