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Interesting Outlook 2010 Issue when Forwarding E-mails

Posted on 2014-04-17
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Last Modified: 2014-05-06
Hello Experts,

One of our users ran into an issue today that I have not only never heard of but never seen before, and I was wandering if someone could shed some light on this for me.

If you go to your contacts and then open up any contact you have in there. Now make sure you are on the "Contact Tab" and click on the button that says "Email", and a new message opens with the e-mail address from the contact you were just in. Now create any subject, and body and hit send. Once you have done that go to the same users "Sent Box" and find the e-mail you just sent and open it. Now hit forward and type in another e-mail address manually in the "To" field and hit send. Ok, now go the second person's mailbox that you just sent that e-mail to and open up the e-mail from there inbox. Now go to File and then info and properties (You are looking for the dialog box that will show you the header information from the e-mail message). About 3/4 of the way down the properties box is a button that says "Contacts" with a field beside it, and you will notice that it has the "Contact" name in it from the very first e-mail that you sent?? Also, if you print this e-mail out you will see a line item called "Contacts" with the same information on the print out.

Now if you send a new message and manually type in the contacts name (In other words do not go to contacts first and select e-mail from there), and send the message. If you follow the same process above when you look at the properties again for the second message you will notice that the "Contacts" field is blank. The question is how to prevent outlook from placing anything in this field when you start an e-mail from your actual contact list?? Any help would be greatly appreciated.


Justin
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Question by:justinmoore14
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9 Comments
 
LVL 43

Expert Comment

by:Vasil Michev (MVP)
ID: 40007375
Tried this on Outlook 2013, cannot reproduce it. I do remember that this "Contacts" option was used previously to tag messages and you were able to view them in the 'activities' report for that contact. This is gone with 2013 it seems, but if both mailboxes have the same contact added, kinda explains why this happens.

Just to rule out the possibility that some addon is causing this, have you tried Outlook in safe mode?
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LVL 8

Author Comment

by:justinmoore14
ID: 40007719
Hello Vasil,

Thank you for your reply!

Interestingly enough when I was troubleshooting this earlier (To find out the results I posted in question) I was doing this on a machine that has Outlook 2013 on it. Note: All our users have Outlook 2010 on them, but I can make the same thing happen on my machine that has Outlook 2013 on it. However, I would most likely have the same add ins that the user does in outlook, so I will definitely look at that (I never thought about that for some reason). Also, I have not tried safe mode yet either. Let me give these options a shot and will post back. It will probably be tomorrow morning since the user has already gone home for the day.


Justin
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LVL 8

Author Comment

by:justinmoore14
ID: 40007838
Ok, I spoke to soon. I was actually able to catch the user before they left for the day. Sorry about that.

When I re-tested both my machine (Outlook 2013) and the users machine (Outlook 2010) with outlook in "Safe Mode" I am still getting the same results as before. Nothing changed.

Also to answer your comment above (...but if both mailboxes have the same contact added, kinda explains why this happens.). That is what is so weird about it is both mailboxes Do Not have the contacts saved. Only the originating mailbox has the contact saved in it. The receiving mailbox does not have the contact saved.



Justin
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LVL 8

Author Comment

by:justinmoore14
ID: 40021150
Hello Vasil,

I wanted to touch base with you and see if by chance you have had time to review my last post??



Justin
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LVL 43

Accepted Solution

by:
Vasil Michev (MVP) earned 2000 total points
ID: 40021260
Sorry, out of ideas. What you are explaining seems just like the contact 'tagging', but why it happens when forwarding to a 3rd person I cannot really explain.

You can try some general troubleshooting to narrow it down. Check on a machine outside of your corporate environment, check if you can reproduce it using OWA. Check what happens if you forward it to a person outside of your company, etc.
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LVL 8

Author Comment

by:justinmoore14
ID: 40023170
Hello Vasil,


--Question, would it be possible for you to provide more details on what you mean as "Contact Tagging" as I don't fully understand what that is? I know you mentioned that in a previous post. This may provide me a few clues as to where I can also do further troubleshooting.


--Also, in the meantime I will do some further troubleshooting based on the ideas you gave me above and will report back.



Justin
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LVL 8

Author Comment

by:justinmoore14
ID: 40030527
Hello Vasil,

--Wanted to see if you had a chance to look over my post above yet??


--Also, in response to post 40021260 this is what I was able to find out.

Check on a machine outside of your corporate environment. I am able to replicate the issue on a machine outside of our corporate environment.

check if you can reproduce it using OWA. I can not reproduce the issue using OWA. Could it be perhaps something in the "HTML" formatting of messages sent from Outlook, since the issue does not show when sending an e-mail from OWA?

Check what happens if you forward it to a person outside of your company. When you send a message to a contact that is outside of the organization you still get the same results of the "Contact Field" being filled out. Also, the user who is experiencing the issue when I checked back with them they were also sending to a contact that was out of the organization.

--I was able to find out that I can only reproduce the issue when a message is sent from inside of MS Outlook, and not from a "Webmail Client" such as Gmail.


Justin
0
 
LVL 43

Expert Comment

by:Vasil Michev (MVP)
ID: 40030570
So it's definitely not some addon nor anything on the local PC then...

Can you send me a sample email to vasil at michev dot info? Curious to see how it looks like with MFCMAPI. Cannot promise a solution though :)
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LVL 8

Author Closing Comment

by:justinmoore14
ID: 40045570
Vasil,

I really appreciate you taking all the time that you have invested in this issue to try and help me come to a resolution. Hope you have great rest of the week.


Justin
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