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Outlook 2010 fails to display email contents

Posted on 2014-03-26
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Last Modified: 2014-03-30
Hi,
  I have an user that has Outlook 2010. It receives email thru his IMAP account, but when I open an email, it does not display the contents of email.
  I can see Ouutlook1.pst with about 2.5GB of data in his c:\Users\username\My Documents\Outlook Files folder.
  Can you help?

Thanks.
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Question by:sglee
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Manjunath Sullad earned 500 total points
ID: 39956129
Have you tried re creating outlook profile ?

There may be chance of Virus.. Update your antivirus and scan completely.

- Manjunath Sullad
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Author Comment

by:sglee
ID: 39956142
I am currently creating a PST backup just in case before I begin any troubleshooting.
Re-creating a profile is next step on my list.
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LVL 11

Expert Comment

by:Manjunath Sullad
ID: 39956170
Ok.. Take a PST backup and recreate profile,  Let us know if that fix the issue.

Also as suggested, Scan the entire computer with updated antivirus.
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Author Comment

by:sglee
ID: 39956198
OK. I backup his outlook now.
I created a new profile using my test email account. It received my test email and I was able to open it. Although when I replied to that email, it failed to go out and it is stuck in Outbox now. The test email also failed during the creation of new email/profile too.
Now I know at least this Outlook is capable of receiving emails and displaying contents of it. So the remaining issue is to find out why outgoing mail is failing and create a new profile for that user.

I tried "regsvr32.exe inetcomm.dll", but did not work. It could not find the DLL file.
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LVL 11

Expert Comment

by:Manjunath Sullad
ID: 39956213
Try reinstalling MS office completely (Uninstall --> Reboot--> install).

And perform Windows update on client.

- Manjunath Sullad
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Author Comment

by:sglee
ID: 39956220
SearchProtect by ConduitI just discovered that this computer has SearchProtect by Conduit. I need to get rid of this guy first.
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Expert Comment

by:Manjunath Sullad
ID: 39956230
Download uninstaller tool and uninstall completely.
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Author Comment

by:sglee
ID: 39956238
I removed it from Add/Remove program. I am not aware of "uninstaller" tool.
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Author Comment

by:sglee
ID: 39956323
Outlook Data FilesOutlook Data File Folder ListJW Folder List
After further looking into this, I discovered that he has two PST files in one outlook with only one profile called "Outlook"
(1) JW@Lif***.com located in C:\Users\warnoj1\AppData\Local\Microsoft\Outlook
(2) Outlook Data File (DEFAULT) located in C:\Users\warnoj1\Documents\Outlook Files

How can this happen?

Apparently he has most emails in Outlook Data File. Very little in JW@Lif***.com account and it is the emails in JW@Lef*** that he can't open contents from.

If I go to any subfolders in Outlook Data File and open any email, I can see the contents.
But new emails were in JW inbox and he can't see the contents.

How can I combine this into one file?
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Author Comment

by:sglee
ID: 39956376
All of sudden now, I can open the contents of emails in JW INBOX.

Maybe removal of those two spyware/malware did the trick???

Anyway I like to know how to merge these two inboxes into one for easier management?
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LVL 11

Expert Comment

by:Manjunath Sullad
ID: 39956591
You can create a new folder in Default mailbox and move all mails to this folder,

And make this folder as default mailbox, if you have configured any rules > Delete these rule or cross verify again these rules.
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Author Comment

by:sglee
ID: 39957748
@ Manjunath Sullad
I am not following you on this.
First, can you explain how this user could have ended up having two separate data PST files in two different folders? I am asking for possible scenarios...
Then I think I would understand your instructions better.
I manage multiple exchange sites and I have not run this this problem ever, so I need some clarity.
According to the user, there is only one email account: JW@life***.com and it is IMAP.
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