Outlook Image Insertion

Strange Issue.

We have a user outside of our organization / exchange environment that when we send her a new email with an image embedded in the email, it gets stripped. The marker is still there, but the actual image is gone.

So if I send her a new email with an embedded image she get's a " [cid:image001.jpg@01D055c5.69ACE080]" link where the image use to be.

Now, if I reply to an email that she sent me and I embed an image in that reply, it goes through fine.

I receive embedded images from her without issue.

She does not have this problem with anyone else and neither do we.

I'm not exactly sure on her outlook version but it's at least outlook 2010.

Any ideas?
Who is Participating?

[Product update] Infrastructure Analysis Tool is now available with Business Accounts.Learn More

I wear a lot of hats...

"The solutions and answers provided on Experts Exchange have been extremely helpful to me over the last few years. I wear a lot of hats - Developer, Database Administrator, Help Desk, etc., so I know a lot of things but not a lot about one thing. Experts Exchange gives me answers from people who do know a lot about one thing, in a easy to use platform." -Todd S.

Iain MacMillanIT Regional Manager - UKCommented:
would normally depend on the message format at your end and on the settings you may have on your exchange server.

for embedding you generally use HTML to display the image in the message body and then send it out.  the recipient will need to have an email client that also supports HTML messaging so they can open it and see it as you did.  if you use RTF or Plain Text, then the image will only be added as an attachment, so they would need to have downloaded the whole email (incase its a mobile client) to be able to open the attached image.

read the email title-bar frame of what she sent you to see if its HTML format or something else.  Then open a new email on your Outlook client and check to see if its the same.
themightydudeAuthor Commented:
Everyone uses outlook.

I confirmed yesterday her outlook version is 2010 as is mine.

When I email her, my outlook shows the message is HTML. When she receives the message it opens it as plain text.
However, when I reply to an email she sent me, it's all HTML.
Iain MacMillanIT Regional Manager - UKCommented:
do you have her in the GAL as an external contact, its possible to set contact profiles to use plain text only, as it sounds like your exchange server is converting your own original message to Plain to send out.

yet when she sends in as HTML, the system will not over-ride it on your reply as its not a new message, but a reply.

is this the only contact with this issue or are there others?  [just incase you have a exchange wide policy/config regards plain text message format for new emails]
Big Business Goals? Which KPIs Will Help You

The most successful MSPs rely on metrics – known as key performance indicators (KPIs) – for making informed decisions that help their businesses thrive, rather than just survive. This eBook provides an overview of the most important KPIs used by top MSPs.

themightydudeAuthor Commented:
Checked our contact list in Exchange and she is in the GAL as an external contact.

As far as I know, this is the only  contact we have issues with, but it's possible that there might be others, just they don't use embedded pictures quite as much as this person does.

I looked at her contact properties in exchange and from my outlook and I don't see anything in there about using only plain text.
Iain MacMillanIT Regional Manager - UKCommented:
check the contact under your EMC -->Recip. Config --> Mail Contact and open the properties of the external contact profile and you will see the settings for Use MAPI Rich Text under their alias.  If this set to Never, every email will be sent in PLAIN text.

If its set to Use Default Settings, then you need to check what your client system is set to when it creates a new message, as it will use that - HTML, RTF or Plain.

If you go to Org Config -->Hub Transport --> Remote domains, open the default props, 2nd tab, you can kill off RTF for evertyone, which leaves you with HTML or plain.  Easy enough to update your Office GPO to make the Outlook default to be HTML.
themightydudeAuthor Commented:
We currently have an exchange 2013 / 2010 mixed environment with everyone on the 2013 server, so I did not see that option looking at her mail contact in exchagne 2013. Looking at her mail contact from the exchagne 2010 EMC it's set to default.

I'll try killing RTF for everyone, but whenever I open a new email outlook says I am in HTML mode and when I look at the sent items she has been sent, all of them were sent as HTML when I open the email.
themightydudeAuthor Commented:
Just another strange small issue.
Just testing further with her, if I'm in the to subject and I reply to that email with an embedded picture, she does not get it. If she CC's me in the email and I reply with an embedded picture and she'll get that.

And again, if someone with say a gmail or yahoo address sends her an embedded picture she get's that.

It seems to only be restricted to sending from our domain to her domain.

I wonder if deleting her mail contact would help with anything.
Iain MacMillanIT Regional Manager - UKCommented:
might do, definitely sounds like an issue within your domain (or policies), and its seems to be the format.  If you remove her contact from the server, wait for the GAL to sync on both platforms, and then send her an new HTML email from you.

hopefully it will arrive unhampered as desired.

Experts Exchange Solution brought to you by

Your issues matter to us.

Facing a tech roadblock? Get the help and guidance you need from experienced professionals who care. Ask your question anytime, anywhere, with no hassle.

Start your 7-day free trial
themightydudeAuthor Commented:
Sorry for the long delay. She is out of country now. I'll update as soon as I can.
themightydudeAuthor Commented:
Sorry for the long delay.

I don't know why it only affected her, but myself along with everyone else can now send her messages with embedded pictures after removing her as a contact from the exchange server.
It's more than this solution.Get answers and train to solve all your tech problems - anytime, anywhere.Try it for free Edge Out The Competitionfor your dream job with proven skills and certifications.Get started today Stand Outas the employee with proven skills.Start learning today for free Move Your Career Forwardwith certification training in the latest technologies.Start your trial today

From novice to tech pro — start learning today.