Outlook is not showing message correctly, looks like encrypted messages

youssefomar
youssefomar used Ask the Experts™
on
Hello Dears,

As you can see from the attached images, email headers are not showing in the emails list pane. also the Reading pane is showing the raw email content, headers and encrypted message.

other email clients are showing the same email correctly.

tried to:
     -uninstall/re-install of Office 2010, 2013, 2016 none has worked, all of them show the same problem. even cleaned Registry after the uninstall.
     -repair pst, create a new pst file, all have the same issue.
     -disabled McAfee , removed McAfee, installed AVG nothing changed.

none of the above worked.

the conclusion I came to is, there might be a setting somewhere that is telling outlook not to parse the email, and only to view a raw message .. but I searched many forums for a solution with no luck.

the office is installed on windows 10.
emails listmessage looks like encrypted
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Qlemo"Batchelor", Developer and EE Topic Advisor
Top Expert 2015

Commented:
Attachments are missing.

Is this only happening for a single specific email?

Author

Commented:
No, it's all email accounts, all received emails
Edwin HofferTechnical Expert
Top Expert 2014

Commented:
Hello,

If your emails are digitally signed by any encryption methods, then you can not view the content of your email without proper decryption of it. All the above tried methods like, reinstalling, creating new PST file or disabling antivirus software will not do any help here.

You can check whether your email messages are digitally signed. If yes, then proper certificates and passwords are required to decrypt such messages. There is one third party application which can remove encryption from Outlook email messages efficiently. SysTools Outlook PST Recovery tool has some prerequisites like, it needs proper certificates, or private key and the password that used while digitally signing the emails. Refer the blog for more information:

https://datahelpsoftware.com/blog/how-to-remove-encryption-from-outlook-email.html

Let me know if you have digitally signed your Outlook emails or not.

Regards,
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Author

Commented:
Hi Edwin,

I don't have any encryption enabled on my emails. when I use windows 10 Mail App it works just fine, didn't need to install any encryption keys. also it works on the webmail on the hosting site,

I'm not sure why outlook is doing this !

also, I downloaded SysTools OL PST Recovery, did not do any recovery since I don't have any encryption key.

I would appreciate any direction from here.


thank you
Qlemo"Batchelor", Developer and EE Topic Advisor
Top Expert 2015

Commented:
Then my conclusion is that Outlook misses or misinterprets something in the header. I've seen that with specific emails, but not as general issue with all mails.
What happens if you send mails to yourself, using Outlook, the mail app and Webmail? You might want to compare the headers.

Author

Commented:
Qlemo,

outlook doesn't send any emails, it sends error code 0x800CCC13 : Cannot connect to the network.
 
it was working normally before this issue.

Best regards
Qlemo"Batchelor", Developer and EE Topic Advisor
Top Expert 2015

Commented:
There is a reported bug in 2015 for 0x800CCC13, if Windows has been upgraded to W10. It's worth a try to run sfc /scannow and reboot.
It should not change anything about the garbled content, but who knows ...
Edwin HofferTechnical Expert
Top Expert 2014

Commented:
Hello Youssef Omar,

SysTools PST Recovery software requires encryption details (certificates / Private Key and Passwords) to decrypt the emails. Anyway, now you are getting error 0x800ccc13 code, the chance of encryption is also not existing. This error code occurs as a result of Windows up-gradation.

Refer the blog given below to fix this error code first. The blog provides proper step by steps and also a video. I hope this will help you.

https://www.msoutlookware.com/error/0x800ccc13-outlook-windows-10.html

Try the steps above and resolve Outlook error code 0x800ccc13. And see whether the issue regarding unreadable emails are also fixed along with this. Hope I will hear from you soon.

Regards
Edwin
Qlemo"Batchelor", Developer and EE Topic Advisor
Top Expert 2015

Commented:
Edwin, I intentionally just posted my short comment instead of a link to articles like that one you posted, because that lot of words is just garbage put around what I posted. That is only confusing, not helping.

Author

Commented:
Qlemo & Edwin, thanks for the suggestion, unfortunately it didn't work .. the scan finished the verification process 100% but nothing changed, the error code still exists and unreadable emails still coming.

it seems that I'm coming to the hard decision of formatting and reinstalling windows.

thanks everyone for trying to help.
Technical Expert
Top Expert 2014
Commented:
As per my suggestion first try to repair Windows, if not works then format & reinstall windows.

Author

Commented:
will do, thanks

Author

Commented:
Thank you guys, repairing windows 10 solved the issue.
Edwin HofferTechnical Expert
Top Expert 2014

Commented:
You are welcome

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