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Missing part of sent email

Posted on 2014-01-11
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Last Modified: 2014-03-10
Hi all,

We are experiencing an unusual problem with a few of our users email were they are randomly missing text from the body of a sent email.  They will type email hit send but the recipient will receive the email with some or most of the original text missing.  The copy of the email in the sent items is also missing the text.  It is very random, happens a couple times a week to the affected users. So far 5 out of 50 users have reported this issue.   It started happening about 4/5 weeks ago.  In the mean time the exchange server has being upgraded from exchange 2003 to exchange 2010 (sbs versions) but not for this reason.  It has happened since the upgrade so I suppose that rules out the exchange server.   The affected clients are running Office 2003 or Outlook 2003, they have Symantec Endpoint (I have disabled the anti-virus plugin during troubleshooting).  Can't seem to find what is common with the PCs having the problem and because of the time between failures its hard to fix.
Any ideas on were to look would be appreciated.

Thanks
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Question by:ecraigbay
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Expert Comment

by:John Hurst
ID: 39774105
but the recipient will receive the email with some or most of the original text missing.  The copy of the email in the sent items is also missing the text.

So that says the email is being truncated or otherwise damaged while hitting the Send button which then puts the email in Outbox and then sends. You say both Sent and Received are the same.

I have not seen such behaviour and have used many versions of Outlook (V2013 right now).

Are the users making mistakes in construction of the email. Outlook 2003 is now quite old. Perhaps ask one careful user to carefully construct their email and that the cursor is at the end of the text body before hitting send.

Are there other versions of Outlook being used?  And do the other versions have issues?

Have you checked the 5 machines for viruses?

.... Thinkpads_User
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Author Comment

by:ecraigbay
ID: 39774332
Thinkpads_User

Thanks for reply.  Like you when I first heard of the problem I thought end user issues, but now its happened to some competent users.  It is so random its hard to get a handle on. The text can get cut of mid sentence or after the salutation, so far its the end of the message that  gets cut off not top or middle.
There are some Outlook 2007 and 2010 clients but so far no issues reported, of course its usually the recipient yhat is the one that has to notify the sender that email was incomplete.
I have scanned the PC with the installed Symantec anti-virus, I will check them with alternate malware scanner just to  be sure.
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John Hurst earned 500 total points
ID: 39774663
Outlook 2003 is the oldest version of Outlook supported on Exchange 2010.

Outlook 2003 needs to be at SP3 and Exchange 2010 needs to be at SP1 (the first rollout of Exchange 2010 did not support Outlook 2003).  See the two following articles - Tech Republic and Microsoft for information on issues with Outlook 2003.

http://www.techrepublic.com/blog/data-center/how-to-make-outlook-2003-coexist-peacefully-with-exchange-2010-server/

http://support.microsoft.com/kb/2006508

Can you upgrade Office on the problem machines?  That needs to happen sooner rather than later.

.... Thinkpads_User
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Author Comment

by:ecraigbay
ID: 39919168
Although not a fix, upgrading to outlook 2010 seems to have solved the issues.
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LVL 94

Expert Comment

by:John Hurst
ID: 39919631
@ecraigbay - Office 2010 is a good product, and I am glad your problem has been solved by upgrading.
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