Outlook preview pane for archived HTML items shows in gibberish

[Sarah_Seftel1]

Hi

Had this issues before, never found a solution.

Win 7, 64bit, SP1.

Outlook 2013.

HTML messages that are archived are shown in preview pane as gibberish.

TXT messages that are archived are fine.

opening the item - opens correctly.

Archive explorer & search vaults - results are in ok.

Only place where I have the gibberish is in the preview pane.

Language installed correctly, locale configured correctly, resetevclient - not helping.

I know for sure this is something local on the machine - but I need help in eliminating what it is.

[JesusWept3]

If you use Outlook Spy and look at the PR_BODY / PR_HTML etc, does it show as gibberish there also?

[Rob_Wilcox1]

Can you post a screenshot?

[Sarah_Seftel1]

Rob,

There is a jpg attached already.

Thanks

[Rob_Wilcox1]

Ah yes.. so there is.

Also worth checking if the default browser is still IE (on the server)

What do the items look like in Outlook on the EV server?

How about a different version of Outlook? How about Outlook in cached versus online mode?

Have you got 'use message body' as the shortcut content setting?

Is this every user?

[Sarah_Seftel1]

It's giberrish in PR_BODY & PR_HTML as well :(

[Sarah_Seftel1]

on server only browser is IE.

user was in cache mode in EV, we deleted the cache - and online in the 2013 outlook - still see HTML as gibberish.

Shortcut body set to Customize with 100 characters to show.

on EV server opened the user mailbox - mails appear ok, no gibberish.

At the moment, only one user is having this issue, and I am certain that this is a local issue on his computer, but I would really like to find out what it is.

[Rob_Wilcox1]

Have you reviewed the IE language setting on the users machine?

Just to confirm ... on the EV server and/or other machines with the SAME MAILBOX.. these are okay?

[Sarah_Seftel1]

Yep, on the EV server - no gibberish when opening his mailbox. it's only on that specific computer.

Will check other machines with his user, but since it also viewed ok in archive explorer, I'm sure it's a local issue that prevents the HTML from viewing correctly.

IE language set to Greek, as they are in Greece, so it is ok.

[Rob_Wilcox1]

Try setting the IE language to English, and then an ONLINE Outlook profile... on that computer.

[Sarah_Seftel1]

Adding an interesting finding:

Another customer, upgraded to EV version 10.0.3 on December 16, 2013.

On the same outlook, preview of HTML emails archived in older version of EV - are shows fine.

Emails that were archived after the upgrade of EV to 10.0.3 - are shows in Gibberish in preview pane.

Any ideas?

Sarah.

[Eran_Sweiry]

Hi,

There is problem with the Encoding.

It can be work for you if you change the shortcut content to use message body.

Eran Sweiry.

[Sarah_Seftel1]

I am also working with Abdul from Symantec on this issue, and as I told him when he suggested this , I want to stay with customized settings, with 100 characters only, as moving to message body will result in bigger stubs. I do think that something changed between the ev versions as I didn't have this issue before in older versions.

[Sarah_Seftel1]

Hi,

after some checking, I understand that Symantec is informed on 2-3 Israeli customers having the same issue.

It appears that in version 10, with 1255 (Hebrew) there is a bug in HTML preview while customized setting is set on mailbox policy.

Can any Symantec employee approve that this is taken care by engineering?
 

I'm holding any upgrades at the moment to my customers, as this is a problematic issue for them.

Thanks,

Sarah

[Sarah_Seftel1]

Anyone from Symantec can comment on this?

I have a Greek customer who is having the same issue.

emails in Greek are seen as gibberish in preview pane, and idea of moving him to "use message body" is not acceptable as this will highly increase the size of the stubs which they want to avoid.

We need Symantec help here, as this is clearly a bug in the new version.

Thanks,

Sarah

[TonySterling]

Hey Sarah,

Just curious if you sorted this out with support.

Cheers,

[Sarah_Seftel1 · Accepted solution]

Hi Tony,

Unfortunately not, Symantec confirmed this to be a bug, and according to them, it is fixed in version 11.

They will not issue a separate fix as the number of customers having this issue is not big.

Will wait to the official release of version 11, and after upgrade - hope I will be able to deliver good news :)

Sarah