outlook 2024 reference-line and content deleted when sending an Email

Question

outlook 2024 reference-line and content deleted when sending an Email

Anonymous

Hello,

I recently changed from Outlook Pro Plus 2021 to Outlook Pro Plus 2024. Ever since I notice that receivers return an empty Mail to me, that I sent and which is still in my outbox with reference-line and content. That happens frequently if I try to forward an E-Mail or to answer. As I said it happens occasionally but if it happens it is repetitive with the corresponding E-Mail.

I would highly appreciate a quick hint so that I can fix this nasty issue. I already de-installed Office 2024 Pro Plus and re-installed Office 2021 Pro Plus, but it doesn't make any difference, unfortunately.

Thanks and best regards

Hans-Joachim

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

0 comments

Answer accepted by question author

5 additional answers

Answer 1

Hello,

Thank you very much for your detailed observations and screenshots.

For your situation, I really want to help you but as forum moderators, we are limited to providing basic troubleshooting support. If the issue persists, Microsoft’s support team will need to step in.

A technical support engineer can conduct a remote session to examine the situation, verify backend configurations, and run necessary synchronization tools to resolve the problem. If further intervention is required, they can escalate the matter to a specialized team for in-depth analysis.

Additionally, you can ask about your issue here, where there will be more technical experts.

For your questions, this is information after I did the research:

1. Regarding the Certificate Error When Forwarding:

A digitally signed email ensures the message has not been changed after being signed by the sender. When you forward a message, even minor changes like encoding, formatting, or attachments can invalidate the signature, resulting in the red certificate warning.
To avoid this, use Reply or Reply All, which preserves the signature. Alternatively, remove the digital signature before forwarding, though this means the forwarded message won’t be signed.

2. Regarding the “Send and Track” Adobe Add-in:

The Send & Track Adobe add-in lets users send large files securely via Adobe Document Cloud and track views in Outlook. If unused, it’s safe to disable without affecting PDF creation or email functionality.

For the "Inactive" Microsoft VBA Add-In:

The Add-Ins dialog categorizes COM add-ins into Active, Inactive, or Disabled based on their recent usage status, not just their checkbox state.
If an add-in is installed and enabled, but hasn’t been loaded in the current session, it may appear under Inactive Application Add-Ins — even though it's ready to activate when needed.

If my above information is helpful, please mark it as an answer, which will help others in the community who have similar queries to find solutions to their problems faster.

Please feel free to reply below if you have any update or further concern.

Best regards,

Doris V - MSFT | Microsoft Community Support Specialist

Answer 2

Hello Doris,

your reply was extremely helpful. Step 1 of the list of 4 that you indicated delivered a repeatable result. The Add-In of my Adobe Suite which is named "ADOBE Send_Track...." is clearly causing the problem with deleting the reference-line and the whole content of the e-mail.

I do add one shot of the Add-Ins which are enabled now:

The only funny thing is, that the "inactive" Add-In "Microsoft VBA ..." is ticked enabled in the next push-up menue

There are two more things I noticed.

If I forward the mail to my own account, the mail in the inbox indicates a problem with the certificate (the German text speaks about a possible manipulation of the file)

this does not happen if I push the “answer”-option and replace the senders address by my own, as you can see next.

I would like to raise two questions with you:

Do you have any idea what causes the certificate error and how I could fix this?
I never used the "send and track function" of Adobe and really don't know what this is good for. Does this have any ramifications if I leave it disabled?

If I can help in any other way, just let me know, please. I look forward to your next input and remain sincerely yours.

Hans-Joachim

Answer 3

Hello,

Thank you very much for your reply and the detailed screenshots.

Based on your findings that emails sent in Outlook Safe Mode contain the correct content while those sent in standard mode appear empty to recipients, this strongly indicates that an add-in or third-party integration is interfering with the email content at the time of sending.

Here some steps I recommend:

1.Disable All COM Add-ins:

Open Outlook (in normal mode).
Go to File > Options > Add-ins.
At the bottom, choose Manage: COM Add-ins > click Go.
Uncheck all items in the list.
Restart Outlook and test sending/forwarding the same message again.

2. Check for third-party antivirus integration:

If you use antivirus software, check if it includes Outlook add-ins or email scanning features.

+ Try disabling just the email scanning feature temporarily to test if the issue persists.

3.Use S/MIME on Outlook Web:
+If you ever wish to try the Outlook Web App with S/MIME, you may follow Set up Outlook to use S/MIME encryption - Microsoft Support to set it up.

4.(Optional) Create a New Outlook Profile:

Go to Control Panel > Mail > Show Profiles.
Click Add, name the new profile, and set up your account.
Set this new profile to be used when starting Outlook and test again.

Please let me know the outcome after trying these steps. I’ll be happy to help further if needed.

Best regards,

Doris V - MSFT | Microsoft Community Support Specialist

Answer 4

Dear Doris,

firstly, thank you for your quick reply, that’s highly appreciated. Now to the questions that you raise:

at 1. My outlook is part of my privately owned Office suite LTSC Professional Plus 2024 installed on my WIN 11 64bit Laptop

at 2. No it happens randomly when responding or forwarding mails from various senders with and without attachments. So, it’s really unpredictable when it occurs.

at 3. I didn’t use the web version as of now because I don’t know how to implement the s/mime certificate there.

at 4. I’ll attach some screenshots to this mail because I tried the safe mode as You indicated and yes, bingo with that it does not send an empty mail.

Empty Mail in the outbox of outlook if sent in standard-mode

Mail with content in the outbox of outlook if sent in safe-mode

Outbox in WebMail of my E-Mail-Provider all-inkl.com

The empty inbox in Outlook if sent in standard-mode

The inbox with content in Outlook if sent in safe-mode

If I can help in any other way, just let me know, please. I look forward to your next input and remain sincerely yours.

Hans-Joachim

Answer 5

Hello,

Good day to you! Thank you for reaching out to the Microsoft Community. To support you better, we need to confirm the following information:

Do you use Microsoft 365 for Business account or Personal account?
Do you only receive the empty message return when replying to emails from a specific sender, or does it affect multiple senders?
Does this issue occur when using the web version of Outlook?
Please send us a screenshot of empty Mail you received.

Additionally, you can launch and run Outlook in safe mode, then try sending a test email to your account and see if there is the same problem.

I hope this helps you. Please feel free to reply below if you have any update or further concern.

Best regards,

Doris V - MSFT | Microsoft Community Support Specialist

Share via

outlook 2024 reference-line and content deleted when sending an Email

5 additional answers