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Snip pastes a blank box into Outlook or Word

wfcrr
wfcrr asked
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Last Modified: 2020-05-19
We have Windows 10 Pro and one user today started having a weird issue with Snip, the screen capture build into Windows.  When she pastes the Snip into Outlook or Word, it is a blank box.  Before pasting, the screen capture looks normal in the Snip window, but when she pastes, it is a white box with nothing showing.  I tried several things to fix this, nothing worked.

So, I decided to install a different screen capture, "TechSmith Capture" and guess what?  It does the exact same thing, so now I am thinking it is not the screen capture, but something else is causing this.  To further clarify, the Snip or the TechSmith Capture, both look fine when viewing the screen capture in their window. And, we can "save" the image to the desktop and open it and we can also "attach" it and it looks fine like that, but pasting it is the problem. It pastes as a blank box into Outlook or into Word.  

What should I look at to fix this?  Until today her machine would paste the Snip into Outlook and it looked normal.
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FOXActive Directory/Exchange Engineer
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Top Expert 2015

Commented:
1. Verify that there were no addins added to outlook or word
2. Run a repair on the office installation
    Control Panel>Programs and Features>Highlight the office Installation>Change>Repair
    *If there is an option for ONLINE REPAIR do that instead*
KimputerIT Manager
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Commented:
Was any new antivirus or other security program added since after it worked?
Paul SauvéRetired
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Commented:
have you tried to paste the screen capture to Paint?
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Commented:
try also running a chkdsk, and SFC /scannow    if the above does not help
Hello ThereSystem Administrator
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Commented:
It might be a bug. Is the PC up-to-date?

Also, make sure you use HTML or Rich Text in Outlook.
Outlook -> Format Text tab -> Format group -> make sure that Plain Text is not selected.

How to insert a screenshot: Insert tab -> Illustrations group -> Screenshot 
https://support.office.com/en-us/article/insert-a-screenshot-or-screen-clipping-56ade2ac-7285-4e7b-a0b1-40646b275703 

Author

Commented:
There isn't a new AV and there aren't any new addins (I think).  How would I check for new addins?
We do run Malwarebytes, the cloud version.
From your suggestions above....
Ran the Online Repair. Still has same issue, Outlook and Word, the pasted Snip is blank.
Tried pasting the snip into Paint and it works, looks normal.
Ran chkdsk and no problems found.
Ran SFC/scannow and found and repaired something.  Says Windows Resource Protection found corrupt files and successfully repaired them.
I tried a Snip after running SFC/scannow and when pasting a Snip into Outlook it still pastes a blank box.  The Snip paste into Paint works fine.
What else should I check?

Author

Commented:
I don't know if this is related, but I am having another odd problem on this employees machine.  When she tries to Search in Outlook, it says "Something went wrong and your search couldn't be completed".  It also says "It looks like there's a problem with your network connection"...."Let's look on your computer instead"....and if we click the "Let's look on your computer instead", it searches and finds all the emails we expect to find.  I don't understand what changed in Outlook and the machine is definitely connected to the network. Outlook in the lower right corner shows Connected to Microsoft Exchange and email is sending and receiving.


Hello ThereSystem Administrator
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Commented:
A lot of people complained about this on several forums with no clear solution in the past few years.

Have you tried to log in with another user account?

Since you have more issues with Outlook, have you tried to reinstall MS Office?

Author

Commented:
As it turns out, the employees's computer has been doing this since we upgraded from Win7Pro to Win10Pro.  We actually upgraded all our machines from 7 to 10 in March 2020.  This is the only machine that has this odd problem of Snip pasting a blank box into Outlook or Word.  It has been doing it since the Win10 upgrade.  Is there something to look at in the system?    
Hello ThereSystem Administrator
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Commented:
This is not a feature, this seems to be a bug.

Have you tried to log in with another user account?

Since you have more issues with Outlook, have you tried to reinstall MS Office?                                  
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Commented:
what version of opffice is this?  2013 or 2016 ?
and is office updated ?

Author

Commented:
Office 2019.  I ran Windows Update and it installed several updates. Restarted machine, still pastes blank Snip in Word, pastes snip normally in Paint.
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Commented:
you can try this in word :
 Click on File > Options.
Under Display tab, check the box for Print drawings created in Word.
 Under Advanced tab, look for Show document content. Uncheck the Show picture placeholders box and check the Show drawings and text boxes on screen box.


or this :
To show the  images: Click on the top left round button, and then on " Word Options" at the bottom of the popup box. In the dialog that appears click on "Advanced" on the left. Scroll down, and then under "Show document content" uncheck "Show  picture placeholders". Click OK.

Author

Commented:
under File>Options>Display, the Print drawings box was checked.
under Advanced tab>Show document content, the Show pic placeholders was unchecked and the Show drawings and text was checked.

Also went to Word Options from the top left dropdown menu and the Show document content box was unchecked.

Thanks for the help though this still isn't working. This seems like an odd issue?

Author

Commented:
Here is a new twist on this, when I sent an email from her Outlook with the snip pasted into it (blank, but there), when it arrived in my Outlook, I see the snip.  So I decided to see what happened when I forward it back to her...the 'forwarded" the email back to her now shows the snip on her machine.  It seems as though the snip just displays blank when pasted into the new email. Once it is sent, the snip displays fine on the recipients machine and then when it is forwarded back, it displays fine on her machine.  I tried a "reply" instead of a "forward' but the "reply" changed the snip to this "<<OLE Object: Picture (Device Independent Bitmap)>>" instead of a displayed image.
System Administrator
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Commented:
Interesting. So it's working basically, you just don't see the snip but it's there.

I suggested a test with another user account. What's the result?

Is reinstalling MS Office in a play?

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Author

Commented:
Does the same thing from the administrator account.
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Commented:
can you uninstall/reinstall office then?
Hello ThereSystem Administrator
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Commented:
I suggested reinstalling MS Office three times. Probably this is not an option for the author.
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sorry; overlooked - but maybe he starts to think otherwise now?
Hello ThereSystem Administrator
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Commented:
I hope he will. It's a matter of a few minutes.

Author

Commented:
Thanks for the reminder on the reinstall.  I can do that,but have been reluctant as the machine is "remote", in the users house in another city.  Do I need to do anything with the license to ensure the re-installed MS Office can use the same license? Or do I have to buy another license?
Hello ThereSystem Administrator
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Commented:
Do not worry. You will just need to reapply the current MS Office license.

Author

Commented:
I'll try that in the next day or two and report back.
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