User received empty emails

Question

Hello All

An internal user in Exchange is having described below. A significant proportion on the messages the user is receiving are coming through with the text erased. The user can only read the title (and sometimes the header is initially visible, but then even that disappears), but the message otherwise appears empty. The affected person has sometimes asked the sender to resend the message, which works fine. But it happening to > 10 of my emails (e.g. 10 times a day), so it’s not practical for me to contact the sender every time.

It seems to happen regardless of whether I access my email through the browser or the desktop app.

The blank emails show whether using web app or outlook.

Regards

Answer 1

Hello Mostafa!

Try disabling your Outlook AVG Add-in or your antivirus and see if it fixes the issue.

https://support.microsoft.com/en-us/help/285478....

Let me know the outcome.

With regards to your question whether it's possible to trace an email message, you can use the message trace feature to follow messages as they pass through your Exchange Online Protection service. With message tracing, you can determine whether a targeted email message was received, rejected, deferred, or delivered by the service. It also shows what events have occurred to the message before reaching its final status.

Here are some articles for a more detailed information.

Trace an Email Message:

https://docs.microsoft.com/en-us/exchange/monit...

Run a Message Trace and View the Results:

https://docs.microsoft.com/en-us/exchange/monit...

Hope this helps!

Jen :)

Answer 2

Thanks Jen for your input.

This was one of the first fixes attempted on outlook.

Please note this is happening for the same emails in OWA. the issue seems to be the email itself,

would it be possible to see the message transit and when the message is being cut from the email ??? and how to see the message transit?

Answer 3

Hello Mostafa! Hello! I'm Jen, an independent advisor, I'd be happy to help you out with this issue.

Could you try this? Go to Outlook Options > Advanced > Display > Uncheck "Disable Hardware Graphics Acceleration". Then check if the issue has been fixed.

Hope this helps!

Regards,

Jen :)