Outlook 2010 - Print Preview showing red crosses

Posted on 2012-08-29
Last Modified: 2012-09-26
hi all

we have a strange problem happening at work where a user has received a external email.

select Print
and in the print preview pane, the email does not show any of the images that are embedded...we can only see red crosses. (see image)

print preview showing red crosses
the email shows up correctly in the regular reading pane.
we have just migrated this user onto windows 7 64 bit from XP
office 32bit

if the user forwards the email to me and i do a print preview from my pc, everything works ok.

i have added the sender to the safe sender list and security looks to be setup correctly for downloading images as everything is enabled but its still not showing those images in the print preview pane.

any ideas what could be going on?
please let me know if you need any more information.

Question by:BakerSyd
    LVL 47

    Expert Comment

    Check that SP1 is installed

    Then close outlook and reopen using

    Start>Run>Outlook.exe /safe

    Now try the print preview

    If you can see the print preview, its likely and addin causing the issue

    If we can confirm its an add in issue

    Close Outlook and we can then go to the registry


    Note all the curren addin and their load behavior

    Then set them all to 0

    Now open outlook and test.
    The print preview should still work

    Close outlook, go back to registry
    and re-enstate one of the add-ins
    Go back and test outlook

    Continue this process until you find the faulting add in

    You can then choose to uninstall the add in, re-install it, or look to the vendor for an update

    Author Comment

    thanks for the reply but unfortunately your solution did not work...

    SP1 is installed.
    i tried /safe and it still didnt work

    i tried disabling all the addins just to see if that might be the problem but even with all addins disabled, print preview still wasnt showing the images...just red crosses

    im suspecting a security / trust issue somewhere thats effecting outlook 2010 with some external emails..maybe firewall settings?

    i forgot to mention that not all external emails are having this the moment we only have 1 external domain thats causing this.

    thanks for your help so far
    LVL 47

    Expert Comment

    hrm wondering if it might be the secure temp folder then

    Author Comment

    yeah i tried that as well..seen that page as well :)

    the red crosses show up even on a brand new win 7 image.
    going to the "shell:cache" option that takes to the temp location there are some folders there...
    i deleted them and tried again but no good

    this is a tough one....i cant find anything online that says others have experienced the same issue
    LVL 47

    Expert Comment

    A bit strange

    Does this happen on all emails with embeded images or just some?

    These emails being printed, are they in the inbox or in another folder in the mailbox

    also What version of IE is installed? Is this the same version that on the PCs that works

    Author Comment

    at the moment it seems to be only happening from 1 domain, a travel agency called traveledge

    so far its only with emails from them.

    the email we are testing is sitting in a personal folder which is outside the mailbox.

    its IE9
    and yes all pcs that we have tested on have IE9
    LVL 47

    Accepted Solution


    Ive seen something very similar here with a travel agent

    It turned out to be the antivirus/antimalware/Spyware installed on the PC was interfearing with the emails from the specific travel agency

    To test we actaully uninstalled the security software
    ( IN this case user had Windows Defender/AVG/and PC Cillin)

    Then had the travel agency resend the email, and it came through fine

    Once we narrowed it down to the security software we cvhanged it to Eset NOD32 where it allows the user to turn off all Outlook Integration from within the Nod Settings

    Author Comment

    damn security programs

    ok well we have

    Trend Micro Office scan
    Windows Defender is turned off
    and windows firewall is enabled (group policy stops me from disabling it)

    ill see if i can uninstall the antivirus first then check the email...see what it does..

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