Some Word documents sent as attachments in Outlook are missing text

Hello fellow Experts Exchange members:

I have one user who reports that she often sends the same Word document (updated constantly) to the same users.

She reports that recently the recipients reported that the Word documents they received are missing text and have lines out-of-order.

I have attached a screenshot of the original document and the document the recipients received.  (Text has been blacked out for privacy, and missing text on the received document is indicated by brown squares).

All of the users are in the same mail domain handled by the same Exchange server, and no other users have reported any issues with Word attachments missing information.

The user attaches the Word document using the "Attach Item" button in a mail message in Outlook and not using the "Send As" button in Word.

She reports that even test messages sent to herself are missing text, but she has not experienced any other issues with her computer.

I have reviewed the event log entries on both her computer and the Exchange server but have not discovered anything suspicious.

Have any Experts Exchange members experienced a similar situation and could offer pointers on the resolution?

Sincerely,

Kahn
Image---original--upload-.png
Image1---missing-text--upload-.png
KYiin-ComputerMDAsked:
Who is Participating?
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.

dee30Commented:
Hello, out of curiosity is this hosted /lice MS office?
Are the office/word versions the same across clients?
Are these Thin client sessions, xenserver or vm desktops or thinapps?

How does the data look if the word doc is saved as something else .htm, pdf, or even doc vs docx file and then sent in comparison?

Thank you.
I
William FulksSystems Analyst & WebmasterCommented:
Are they using different versions of Word? That could be an issue.

Also, if they are using non-standard Windows fonts, that can yield weird results if someone without those fonts opens the file on another pC.
Rob HensonFinance AnalystCommented:
Couple of other options:

1) Starting a new email and using the Outlook "Attach item" option and browsing to the file location will attach the latest saved version; if amendments have been made and not saved they will not show in the sent document.

Whereas using the Share and Send As attachment option will open a new email and attach a copy of the current file with amendments even if they haven't been saved.

Resolution: Use the Share function within Word or ensure the file is saved before attaching to an email.

2) Is it possible that the previously sent version is somehow cached on the recipient machine so the recipient is viewing an older version of the file; similar to when working offline and coming back online.

Resolution: Don't know; might not even be possible for this to happen.
KYiin-ComputerMDAuthor Commented:
Hello fellow Experts Exchange members:

After troubleshooting the issue further, I instructed the user to e-mail the document directly from Microsoft Word using the Email button from the Quick Access Toolbar.

Since using the Email button from within Microsoft Word, neither she nor any other users have had any issues sending the document via e-mail.

It seems there was likely an issue where Outlook was attaching an old or temporary copy of the document that was stored in the Offline Files cache.

Thank you for very much for your assistance, and we can now close this case!

Sincerely,

Kahn

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
dee30Commented:
I got distracted, I meant to come back and suggest deleting the ost and having it be regenerated or temp turning off cache mode and testing... Glad it's fixed.
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
Exchange

From novice to tech pro — start learning today.