Outlook 2010-2013

Posted on 2013-02-05
Last Modified: 2013-02-13
Client Computer running Windows 7 Pro SP1 & Outlook 2013. Client began experiencing problems while running Outlook 2010 and upgraded using Home & Business 2013 and the problem continues. Using pop3 with a PST file. No background, wall paper or custom stationary is being used. All setting are default to HTML. Not using Word for e-mail.

Problem: Some but not all e-mail appears blank in the reading pane and when opened. The attachments don't show up either. However if you hit forward you can both read the e-mail and open the attachment. Everything also works when running Outlook in Safe Mode, outlook.exe /safemode. You can read e-mail and open attachments everything is fine. But if you open Outlook in normal mode with all add -ins disabled the problems remain.

What I have tried.

1.) Ran scanpst - no change
2.) All add-ins disabled - no change
3.) Created a new profile and used a new PST file, did not import any old data. Problem remains.
4.) Did repair install of Office 2013 - no change.

Any ideas or suggestions appreciated.
Question by:pcenterprises
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Expert Comment

ID: 38857260
I had an issue with this - with AVG scanning the email and putting a disclaimer in the email wiping all of the original text - I'll find the link for this.

Expert Comment

ID: 38857274
Here it is;

Which AV are you using - on AVG I just had to disable -put disclaimer on incoming and outgoing emails.

Author Comment

ID: 38857437
"" Does not really describe the problem this person is having. The text is there when you hit reply or forward so it is not being wiped out. There is no exchange server involved on his end, web hosted e-mail. No issues with e-mail going out at all only incoming mail.  He is using AVG 2013 but scanning of mail only it does not append a message to the e-mail. Setting to plain text for e-mail screws with the company disclaimer and no other user ( 12 users running Outlook 2010) are having issues.

I am ditching AVG totally this year as my clients licenses expire. I have spent more time updating and fixing AVG than it is worth. Trying to keep the web browser add ins working is a full time occupation. Do you have any recommendations on that end?

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Expert Comment

ID: 38857481
Can you uninstall AVG for the time being - just to check this works - I think from memory if you forwarded the email you could see the original text - just not when you tried to read it.
Disabling the disclaimer did do the trick, but in the end we just uninstalled.

With regards to AV I really like Sophos Endpoint Security - put it on and then forget that it is there - I agree with AVG it's become hard to manage especially in a domain environment - all of our clients we've moved to Sophos now.

Author Comment

ID: 38864480
I wanted to respond because I appreciate your taking the time to post. My client tells me that he spent 3 hours on the phone & went through 3 levels of Microsoft tech support and got no resolution. So he decided to upgrade his computer to Windows 8 Pro which amazingly enough didn't fix the issue either but it did disable my access to his computer. As soon as I get access I will remove AVG and let you know the results.

Author Comment

ID: 38865976
Removing AVG had no effect. Setting the email to  read plain text does resolve the issue. However if you try to covert an email to html the problem repeats. There seems to be an issue with styles. The client says the number of styles he can apply increases every time he tries to apply a  saved style to a new e-mail which are all html based. Microsoft Tech support supposedly completely removed Microsoft Office and then reinstalled. If they did a complete removal then that should have removed the styles.

Perhaps removing all the styles would fix that. I have no other good ideas at this point other that or just reformatting the hard drive.


Accepted Solution

pcenterprises earned 0 total points
ID: 38868631
Deleting normal.dotm resolved the issue on new e-mail but not ones already received. Deleting normalemail.dotm had no effect. What I do know is that Microsoft apparently did not do a complete removal of office as they stated they did. Problem resoved.

Author Closing Comment

ID: 38883790
Fixed new incoming email but not e-mail already received.

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