Outlook 2013 deleting email text when sent

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Vincenzo

Senior Member
Outlook version
Outlook 2016 32 bit
Email Account
IMAP
This only happens in one particular circumstance.

My friend likes to open the HP scanner software and select Scan to Email. It then creates a pdf file, opens an Outlook 2013 new message, and the pdf file is attached. She adds the recipient address and some text in the body. But when she sends the email, the recipient gets the attachment but the text in the body is missing. If you look at the email copy in the Sent folder, the text is missing there too.

If you create a new email the usual way and attach the pdf, there is no problem.

I also notice that when the email is initiated by the HP software, the signature which is always added automatically in New Messages is not there, though you can add it manually.

This problem has only started happening in the last few days. She has used the software like this almost daily for the last 6 months.

Any ideas?

Thanks
 

Vincenzo

Senior Member
Outlook version
Outlook 2016 32 bit
Email Account
IMAP
The new message window appears the same in both instances, it says "Untitled - Message (HTML)"
 

Diane Poremsky

Senior Member
Outlook version
Outlook 2016 32 bit
Email Account
Office 365 Exchange
The signature issue is normal - the software is hooking into outlook after the point when the signature would be added. I'm guessing the missing text problem is because outlook is sending the draft copy, not the final copy. Make sure all updates are installed as this was fixed by an update, although it may still be a problem for some users - in that case, Save then send should take care of the problem.
 

Vincenzo

Senior Member
Outlook version
Outlook 2016 32 bit
Email Account
IMAP
Thanks for the signature info.

Regarding updates, she has Office 2013 Home and Student, and Outlook 2013, but when I looked in Winupdate history, I was seeing updates for Office 2010 and Outlook 2010. I noticed updates for both installed a few days ago. (I uninstalled the Outlook 2010 update from this month to see if it was the cause of the issue, did not help). Is that normal to be seeing these updates that are for the wrong version? I think there is a chance the old versions may have been installed on this computer at one time, it is a Win 7 computer.

And I'm not sure how to go about seeing if it is missing any updates it should be getting for the 2013 versions.

Thanks
 

Diane Poremsky

Senior Member
Outlook version
Outlook 2016 32 bit
Email Account
Office 365 Exchange
If a previous version was installed and not completely uninstalled, you'll get updates for the older versions. If you have other Office applications that ship separately from Office suite installed, you can get updates labeled as "office" rather than the specific program. The Calendar Printing Assistant and picture manager from older suites are two common apps that show up as older office suites.

For office 2013 updates, go to the File tab of any office program and choose Office Account (Outlook) or Account (the other applications) and check for updates. Current 2013 version is 15.0.4711.1002 (or higher).
 

Vincenzo

Senior Member
Outlook version
Outlook 2016 32 bit
Email Account
IMAP
Thanks for the tip. I tried saving before sending and that does allow the email to be send correctly. But I'd like to try to see if all updates are installed.

So I went in to the Office Account like you suggested, and found one update. But it was just the update that I had uninstalled yesterday like I mentioned in post #4 above. I let it install it, and after it installed it, I went in to Windows Update history and I see that it again refers to it as an update to Outlook 2010, even though the installed application is Outlook 2013.

And the issue of deleted text is still there, unless we save the email before sending, which is what she is doing now.

Thanks
 

Vincenzo

Senior Member
Outlook version
Outlook 2016 32 bit
Email Account
IMAP
And the Outlook version is the version you said is the latest.
 

Diane Poremsky

Senior Member
Outlook version
Outlook 2016 32 bit
Email Account
Office 365 Exchange
Were any updates (office or windows) installed between the last time it worked and when it first stopped working? Is it possible the save to drafts time changed or she took longer to send before (and the draft was saved)?
 

Vincenzo

Senior Member
Outlook version
Outlook 2016 32 bit
Email Account
IMAP
Yes, the April updates had both Office and Outlook 2010 updates. I uninstalled the Outlook update, did not help.

Where do I look to see the Save Drafts time setting?

Thanks
 

Diane Poremsky

Senior Member
Outlook version
Outlook 2016 32 bit
Email Account
Office 365 Exchange
Save drafts is in File, options, mail - about halfway down the page. Default is 3 minutes.
 

Vincenzo

Senior Member
Outlook version
Outlook 2016 32 bit
Email Account
IMAP
I was able to solve this problem completely by creating a new Outlook profile. But there is an issue now with autocomplete, I'll start a new thread for that issue.

Thanks
 
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