Cannot open email in Outlook but able in iPhone and Gmail

Michael C
Michael C used Ask the Experts™
on
Hi

I have a problem that...  My boss receives an email from his client saying his client's email account has been hacked and having a crime report. The email is verified is true by phone call.

However,

1. the email cannot be forwarded or replied by any OUTLOOK. I have tried 2010 - 2019 version and 5 PC, but no luck.

2. However, the email can be forwarded by iPhone, and open / forward by gmail

3. The email cannot be opened by Outlook, but can open by Outlook safe mode

Since our boss is very nervous that this is a hacking email, so he would like know the root cause on it. As I know it seems a format issue, but honestly difficult to present at this moment. Anyone can help to make it to be able to forward? I also find that the email seems composed by Excel table format, so this may be the hint.

Appreciated for any help...
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Rajkumar DuraisamyIT Service Manager
Top Expert 2012

Commented:
3. The email cannot be opened by Outlook, but can open by Outlook safe mode

Your antivirus add-ins is causing the mail not opened in outlook normal mode. Looks like it is suspicious emails.

Disable the antivirus add-ins alone and then you will be able to open the email.

Outlook -> file -> Options -> Add-ins -> Manage Com add-ins click on Go -> uncheck the mcafee or the antivirus that you have..

Author

Commented:
yes, i have safe mode to disable all addin and can open email, but how about i disabled anti-virus and cannot forward email?

so if disable addin, does it mean the email is high risk?
Rajkumar DuraisamyIT Service Manager
Top Expert 2012

Commented:
It may be.. do not open any attachments.. disable the antivirus add-in alone and see if you can open the email like other emails.

If it works, u got the answer on why this email alone not working..

Once you tested.. shift delete the email.

Author

Commented:
Hi,

I should finally find the problem. Part of the email body become "mailto :" link (ending is a @ domain name)

But when I look by iphone, webmail, and Gmail, it is text format.

So I suspicious it is the Outlook bug that treating the part of the body to become an mailto email format...

I have disable the antivirus. It even cannot reply.
Distinguished Expert 2018

Commented:
Can you reply from anything outside of Outlook? You never specified this, just that you can forward.

So I suspicious it is the Outlook bug that treating the part of the body to become an mailto email format...
It could be a malformed HTML message. Have you tried viewing the source so you can see emails, etc?

If your boss has verified that his client has indeed been hacked, what root cause are you seeking? That would be an issue on the client's end, not yours?

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