Outlook 2010: mails showing bunch of ?????? and squares from CNN, UPS ..

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Outlook version
Outlook 2010 64 bit
Email Account
Exchange Server
A lot of my emails are coming in like this since last Thursday. Can this be fixed? :(

Happening for few users . we have Symantec end point as AV .. Checked the encoding and its not set as UTF-8

Help will be greatly appreciated .. its becoming kinda annoying now

From: UPS Quantum View



Subject: UPS Ship Notification


Visit www.ups.com <http://www.ups.com/content/us/en/index.jsx
Sign Up For Additional E-Mail From UPS <https://wwwapps.ups.com/emailEnrollment/signIn?










it started to happen with more user now. specially after a fresh installation of outlook. Opening outlook in safe mode solves the problem. mails open fine in safe mode.

what should be the next step to resolve the issue.
Following are the add ins we have installed currently :

Business Connectivity Services Add-In

MS Conferencing Add In for outlook

MS Exchange Add-In

MS Outlook Social Connector

MS Sharepoint Server Colleague Import Add-In

MS Sharepoint Workspace Proxy for Outlook Add-in

One Note Notes about Outlook Items

Please advice ..
I tried to open outlook disabling all add-ins. no luck.

The issue still remains .. anyone experienced the same issue ?
Those addins shouldn't cause problems - that leaves support files or a 3rd party application that won't work with outlook in safe mode.

What antivirus do you use on the computer?
We have Symantec End point protection version 11.0.6100.645
most of the user with same AV defination and version are able to open the messages fine. it happens with some .. i have checked the outlook settings and matched. no difference there .. please advice
Digging further we found if we open the message and change the setting to Unicode (UTF-8) from actions -> other actions-> encoding then the message appear correctly. Current encoding setting for the effected users is Western European (Windows) and that's the default for all messages. is there a way we can change the default encoding to UTF-8 for all mails so that we don't need to open each mail and change the encoding every time. We have outlook 2010 for all users.

help on this would be greatly appreciated!
can someone guide me to get this issue resolved?
Have you tried a new profile? That it works correctly in Safe mode says the problem is either with an addin (often antivirus scanners) or support files. A new profile with create new support files.
creating new profile shows the mail correctly. I just checked with a user. Is there any change we need to make in the office/OS image? what changes needs to be made?
Are all users affected? If not, i don't think its a problem with the image so no change necessary.

do you use any type of registry repair utilities? That can cause issues such as this.
apparently most of the users with the new image are getting affected not all of them though. how to change/repair the support files for outlook 2010 if that is the issue? we don't have any registry repair utilities installed in the systems.
apparently most of the users with the new image are getting affected not all of them though. how to change/repair the support files for outlook 2010 if that is the issue? we don't have any registry repair utilities installed in the systems.

We too are having the same issue and I was able to find this. We have deleted the key and it has worked for several users. Looking at why this happens.


[h=5]AWB Jan 18, 2013 at 5:44 PM[/h]I have resolved the issue in our environment. This could just be specific to ours but give it a shot. Our Outlook uses Word as the native editor. That being said, we found a Reg key under the following path that should not be there by default:

HKEY_CURRENT_USER\Software\Microsoft\Office\14.0\Word\Internet\Fonts. Within Fonts, there was a String named "Latin"

Neither Internet and it's sub key Fonts should be present by default. We exported the Key, Deleted it, opened Outlook and revisited the problems emails. No boxes. We are implementing a policy for this that checks for that reg key, if it finds it, delete it. How it got there is a mystery, possibly the user opened a Word document with a funky font and it inserted that Internet key into the registry. We'll continue to monitor to try to understand the root cause.
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