Outlook Client Email Truncation Issue on Windows

Question

I am writing to seek your valuable insights and assistance regarding an email truncation issue that some of our customers are facing while using the Outlook client for Windows.

Here is a brief description of the problem:

• Issue Overview: We are encountering situations where emails sent from our system, via AWS SES, appear to be truncated or cut off when viewed in the Outlook client on Windows machines.
• Affected Customers: A subset of our customers using the Outlook client for Windows have reported this problem.
• Truncation Details: The email content is being truncated, resulting in incomplete messages for the affected recipients. However, the emails display correctly on other email clients, such as Gmail.2023-06-27 09_46_29-Window.png
• Client Version: The affected Windows machines are running the following Outlook client version: Version 1808 (Build 10398.20008 Kick-und-Los). Bildschirm_foto 2023-06-27 um 16.36.50.png.
• Client Upgrade Attempt: Initially, we advised the affected customers to upgrade their Outlook client to the latest version, but unfortunately, it did not resolve the truncation issue.
• Mobile and Browser Access: Interestingly, when we instructed the affected customers to access the emails via a web browser, they confirmed that the full content was visible.
• Our access to the email: Despite our customer's problem, when we include ourselves in the Cc or Bcc field while sending the email, we receive the entire message without any truncation on our own Outlook client.

I would greatly appreciate it if you could confirm whether the issue is related to the specific version of Outlook on Windows that the customer is using and provide guidance on how they can update their client version to resolve this problem. Additionally, considering that many of our customers' customers are facing the same issue, I would like to inquire if updating the client version is the only solution or if there are any alternative resolutions available. It is not feasible for us to ask each and every end customer to update their clients, so we are looking for a more practical solution.

We are seeking your guidance and expertise to help us identify the root cause of this problem and find a suitable solution. As our customers heavily rely on Outlook for their daily email communication, resolving this issue is of utmost importance.

If you have any suggestions, insights, or possible solutions to address this email truncation issue, we would greatly appreciate your input.

Thanks in advance,

Sumanth.

Answer 1

Hello there,

If you are experiencing email truncation issues in the Outlook client on Windows, where emails are cut off or incomplete when viewing them, you can try the following troubleshooting steps:

Adjust Reading Pane settings: In Outlook, go to the "View" tab and click on "Reading Pane". Select "Options" and adjust the settings to display the full content of emails. You can choose options like "Right" or "Bottom" to display the reading pane alongside the email list.

Disable message preview: If you have the message preview enabled, try disabling it. Go to the "View" tab and click on "Message Preview". Choose "Off" to disable the preview pane. This will show the full email content in the email list view.

Check zoom level: Ensure that the zoom level is set to 100% in Outlook. Sometimes, if the zoom level is increased, it can cause emails to be truncated. You can adjust the zoom level by using the zoom slider in the bottom right corner of the Outlook window.

Update Outlook: Make sure you have the latest updates installed for your version of Outlook. Microsoft frequently releases updates that address bugs and performance issues. Open Outlook, go to "File" > "Office Account" > "Update Options" and click on "Update Now" to check for and install any available updates.

Repair Outlook installation: If the issue persists, you can try repairing the Outlook installation. Open the "Control Panel", go to "Programs" > "Programs and Features", find Microsoft Office in the list of installed programs, and click on "Change". Select the "Repair" option and follow the on-screen instructions to repair the Outlook installation.

Disable add-ins: Add-ins in Outlook can sometimes cause issues with email rendering. Try disabling any third-party add-ins you have installed and check if the truncation issue is resolved.

I used AI provided by ChatGPT to formulate part of this response. I have verified that the information is accurate before sharing it with you.

Hope this resolves your Query !!

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