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DavidFontaine-2825 avatar image
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DavidFontaine-2825 asked ChristyZhang-MSFT edited

Strange variant of blank emails - only sending HTML to myself. Outlook 2016 (365)

I've had a strange and tenacious problem with blank emails, but it only appears to be a problem when sending to myself. The emails are only blank when viewed in Outlook on my PC; they have content when viewed on my webmail interface or iPhone. Also, emails sent to others have NOT had any similar problems.

Troubleshooting done to date:

  • Uninstalled McAffee AV, in case it was causing a problem. NO CHANGE.

  • Uninstalled/reinstalled Office 365 (incl Outlook 2016). NO CHANGE.

  • Tried running in elevated mode. NO CHANGE.

  • Scanned .ost. Problems found and repaired. NO CHANGE.

  • Uninstalled Avast AV and associated Outlook add-ins. NO CHANGE.

  • Tried sending as Plain Text. THIS WORKED. (Yay!!)

So, it appears it is a very local and localized problem - only when sending HTML formatted messages. I'd prefer not to have to resort to plain text only, as I often send myself messages with links and images.

Can anyone think of an underlying cause for something this particular? Suggestions?

Thanks in advance for any help!




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DavidFontaine-2825 avatar image
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DavidFontaine-2825 answered ChristyZhang-MSFT edited

Thank you for your help on this. I have not yet had the time to pursue creating a new profile to see if that helps. Given that I can send to myself as RTF as an acceptable workaround, I may just live with it.

Feel free to close this inquiry for now.

Thanks and regards,
David

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Hi @DavidFontaine-2825 ,

Thanks for your reply!

I noticed that you accept the workaround to send the email to yourself as RTF format, would you mind mark your own reply as an answer? so that users with same issue could get reference. Warm thanks!

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ChristyZhang-MSFT avatar image
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ChristyZhang-MSFT answered DavidFontaine-2825 commented

Hi @DavidFontaine-2825 ,

Welcome to our forum!

What's the version of your Outlook 2016? (File > Office Account > About Outlook). Please make sure you have upgraded your Outlook to the latest version.

In order to further confirm the problem, please provide information about the following problems:

  • Is there only a specific account on your client that has this problem? If you use other accounts for the same test, does the problem still exist?

  • And does the issue occur in all your emails or some special emails? If they are some special emails, do these emails have any common features, such as only pictures?

According to my test on my outlook 2016 (version 16.0.5188.1000), I found that when I set the option to read all emails in plain text and send an email containing only pictures to myself, the email will be displayed as a blank email in Outlook client. Please go to File>Options>Trust Center>Under Microsoft Outlook Trust Center, click Trust Center Settings…>Email Security>Under Read as Plain text, unclick Read all standard mail in plain text, and then do the same test to see if there're any differences.
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If the above is not your case, considering the damage of your current profile, it is suggested that you could try to create a new profile(Control panel>Mail>Show profile>Add) and add your account to check if there are some differences.

If this is still the case in the new profile, considering the impact of some add ins, It is suggested that you try to start outlook in safe mode(win+R>type: outlook /safe) to check whether it works normally.

Hope the above help!


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Christy -

Thank you for your quick response. Regarding your questions, my Outlook version is 2108 (Build 14326.20238 Click-to-Run), which was freshly updated yesterday, presumably to the latest-and-greatest. I am only using a single account with this client, and there appear to be no issues with the account itself. This really seems to be an issue with rendering of message content.

With the "Read all standard mail in plain text" option selected, that doesn't help with my issue, as the problem is with HTML message content (formatted text, links, images) not displaying, which would be the expected behavior. All further testing has been done with that setting turned OFF.

So, here's the results of testing the various email formats:

  1. Plain Text - Text messages (no formatting images) display correctly in Sent messages and as received in my Inbox.

  2. Rich Text Format - Messages with formatted text and images display correctly in Sent messages and as received in my Inbox

  3. HTML - Messages with formatted text and images display correctly in Sent messages, but are BLANK in my Inbox.

Perhaps that will help zero in on the problem area?

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Hi @DavidFontaine-2825 ,

Thanks for your reply!

Based on my test on my Outlook 365 client(the same version as yours), the messages sent to myself can be displayed normally in my inbox. As I mentioned in the previous post, considering the corruption of your current profile and the impact of some add ins, it is recommended that you could try the suggestions mentioned in my previous post and check if there're any differences.

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Hi @DavidFontaine-2825 ,

I am writing to see how everything is going on with this thread. Should you need more help on this, you can feel free to post back.

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