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PeterWhitehouse's avatar
PeterWhitehouse
Iron Contributor
Feb 12, 2023

Email body blank for some messages in Outlook with Exchange accounts in cache mode

As per the thread title we have a user that has random messages in their Outlook exchange accounts showing no information in the message body for random emails, the emails are fine in online mode, OW...
Compumat's avatar
Compumat
Copper Contributor
Sep 23, 2023

reinstall windows was my solution

PeterWhitehouse's avatar
PeterWhitehouse
Iron Contributor
Sep 23, 2023
We already did that as well as providing a new device, same result so probably a slightly different issues to yours 😞
  • JHardwood's avatar
    JHardwood
    Copper Contributor
    Dec 18, 2023

    ronenu 

     

    I am not sure if MS every released a fix, but here is how we got around it.  

     

    Note:  PLEASE BE SURE TO READ THIS FULL CONTENT BEFORE TAKING ANY STEPS.  UPDATES AT THE BOTTOM CHANGE THE RESOLUTION APPROACH
     
    Starting around 2023-04-07, some users that receive automatic emails from our internal wdsqladm account in the various systems started reporting that the body of the emails was blank (actually, they were showing the very first line of text, but no more).  This was true in the preview pane or if they double-clicked to open the email.   However, when they took action to Forward/Reply/Print, the pop-up screen then showed the full body text. 
     
    In troubleshooting, we concluded that this was an issue with the client device and MSOffice version on that device, updated with recent updates.  More confusing is that others with similar update versions were not necessarily seeing the same issue.  The short term workaround was for the user to use Forward/Reply/Print to see the data, or to use OWA, where the problem does not occur.
     
    As a more user friendly workaround, we were advised by Microsoft to change the update cycle of Microsoft Office on that particular client from "Current" (meaning that updates are downloaded/installed as soon as they are available) to "Semi-Annual", which allows updates to curate for 6 months and have issues resolved with them before they are pushed to the client device. Because our MSO365 tenant is currently defaulted to "Current" for all users, this can be overridden for an individual user.
     
    To see what the update cycle is for user:
    1. Open MSOutlook on the user device
    2. Click File - Office Account
    3. Look under "About Outlook" to see if it is set to "Current Channel"
     

     

     
     
    If so, complete the following steps to change to "Semi Annual"
    • From the user login from the device, close Outlook and any other Office Apps
    • Run a Command prompt as Administrator and enter the following commands
    cd C:\Program Files\Common Files\Microsoft Shared\ClickToRun
    OfficeC2RClient.exe /changesetting Channel="SemiAnnual"
    OfficeC2RClient.exe /update user
    • Minimize or close the command window.  There should be a popup window behind that will download/update MSOffice based on the new setting.  Allow that to finish.
    • Restart Outlook
    • Check File - Account Options to see if the "About Outlook" has changed to "Semi Annual" channel.  If so, try to view the email again to see if the problem is resolved
     
    If the channel does not change with the above commands, reference the following link and use the attached .txt file (renamed to .bat) to try changing the setting via registry.  If that does not work....
     
    https://social.technet.microsoft.com/Forums/en-US/c4543ed5-c234-40f5-8b2b-1c9374e1d076/change-microsoft-office-monthly-to-semiannual-channel
     
    Updated 4/1/23
    It was noted in a MS knowledgebase article that the issue is that a recent Outlook Update appears to affect plain text emails that have a CR (ascii 13) without a following LF (ascii 10).  WHen this occurs, Outlook stops displaying any text after the CR.  As a workaround, the sender application can be updated to be sure to insert a LF after every CR.   We made that change in our SQL jobs that send out daily reports, and they are now fully viewable.  It is recommended that unless MS fixes this issue, that we work around it by updating the send rather than by doing channel updates for every affected user.  Here are links to a couple of knowledgebase articles calling out this issue and the CR/LF workaround:
     
    https://learn.microsoft.com/en-us/answers/questions/1220974/some-outlook-text-emails-are-blank-in-preview-pane?page=1&orderby=Helpful&comment=answer-1208079#newest-answer-comment
     
  • ronenu's avatar
    ronenu
    Copper Contributor
    Dec 17, 2023
    did any one has a solution to this issue ?

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