Outlook Intermittent Issue with Drafts not Displaying Entire Content

[G&G Danny]

Hi All,

This issue is only effecting 1 user.

The user will create an email with X amount of paragraphs, which is saved to drafts when they close it. Later in the day they will open the email and the text towards the bottom of the email is missing which may be a couple of paragraphs and the signature. They close the email, switch their view to the deleted items, revisit the drafts folder then re-open the email and the content which was missing is now showing.

The occurrence of the issue can vary from a day to a couple of weeks. we have had no success in being able to recreate the issue.

We are using Exchange 2007 and the User is using Outlook 2007 SP3, they are both based in the office on the same LAN and Cache copy is not enabled on the users PC.

Would anyone be able to adivse on what I should do next to locate the cause of the issue.

Thanks in Advance

Regards

Danny

 

[Diane Poremsky]

Hmmm. That is interesting. I know there is a similar issue with Outlook 2003, but the missing text is gone, never to return. It's cause is IE11. I don't think that is your issue though. (Outlook 2007 and up use Word to render HTML, not IE).

I could understand issues if you used cache mode - NAT routers sometimes cause problems with the folder refreshing, but in online mode the only copy is on the server and downloads when you open the folder. It could be network issues and only part of the data is transmitted, but in that case the message shouldn't open until the message is complete.

Is this a new problem? When did the user first notice it? If they close and reopen the message isn't restored, it requires a switch to a different folder? Does it only work if they switch to the deleted folder or will any folder do?

 

[G&G Danny]

Diane,

I really appreciate you responding to my post, I hope the following answers your questions.

The issue first occurred in March last year, and to our knowledge has only occurred a handful of times.

In our experience simply closing/re-opening the email does not restore the missing portion.

Following a conversation with the user, from their belief the email will not restore if they switch to any other folder other then the deleted items. – Next time they experience the issue they will test a different folder and I will update this post.

Regards

Danny

 

[Diane Poremsky]

When the problem is random and hard to repro, its harder to solve. I'm not aware of any known issues that have this symptom.

 

[G&G Danny]

Diane,

Upon the user experiencing the issue again - going into drafts folder, opening an email, half of the content is missing.

They closed the email and this time clicked into the inbox folder (instead of the delete items folder) then back into the drafts and the missing part of the email was restored.

To conclude, the user is able to click on different folders other then deleted items in order for the email to be restored.

I also noticed that the cut off point was at the end of a sentence, not sentence. However it was in the middle of a paragraph.

Regards

Danny