Hello all,
I have been receiving complaints from employees that sometimes when you reply or forward an external email the email body in the original message disappears. It's kept in the body of the first forward/reply sometimes, but not always. There isn't a way to recover the information from the email body in Outlook.
After the email body of the original email has been cleared from Outlook you can go to OWA and find that the issue is there as well. The same email in OWA has had the body wiped from it. Since we can't tell when it's going to happen we haven't been able to see if the same email in OWA has the email body removed after they reply/forward the email or if it's gone before the reply/forward. I've even noticed it happens when replying and forwarding external emails from Outlook for mobile.
If you have third party services, like I have Mimecast, I can go into the user's Mimecast inbox and find the original email with the body still intact. I can resend that email to their Outlook inbox from Mimecast so they have the original message with the body in Outlook and they don't have to keep going back to Mimecast to read the email, but that's a very annoying temporary solution for most of them.
Even though the issue shouldn't be just related to Outlook, I have tried creating a new mail profile for Outlook, making sure all unused add-ins are disabled in Outlook, and the font settings are the default font settings. Any insight as to why or how this is happening would be greatly appreciated.