Outlook HTML formatting issues hiding text in email body with random SPAN CLASS

Question

Hi, An interesting one for a Friday.

A user has noticed that email they have send is missing lines of text from the email body which is confusing the recipient as they are only getting half of the email. The interesting thing is it is only affecting some emails and only some of the text, usually in the middle of the email, the opening lines and signature are unaffected. If you open one of these emails and click the "Forward" button all the missing text appears, so the text is there but it is being hidden.

I've pulled the source HTML out of the email and I can see what the issue is, there is an additional SPAN CLASS on the text paragraph as shown here

And that class is here

So that's the reason the text isn't showing.

Does anyone know why Outlook would be adding this additional formatting, is it caused by something the user is doing or is there something else happening with the HTML formatting in the email that is causing this very random class being created? I've searched around for the "noteleft" name just to see if that's a known label in Outlook land but I've not found anything conclusive

Any help gratefully received.

Answer 1

Hi @Rob , Welcome to our forum!

Does this issue occur recently? If so, have you done any specific operations before that?

And i notice that the issue is related to some emails, do they have something in common?

In addition, what's the version of your Outlook? (File > Office Account > About Outlook). Please make sure you have upgraded your Outlook and Windows to the latest version. If both of them are the latest version, it's suggested that you could try to use the Microsoft Support and Recovery Assistant, which works by running tests to figure out what's wrong and offers the best solution for the identified problem.

We can also do the following troubleshooting:

• Considering the impact of some add ins, It is suggested that you try to start outlook in safe mode(win+R>type: outlook /safe) to check whether it works normally.
• If this is still the issue in safe mode, it is suggested that you could try to create a new profile(Control Panel>Mail>Show Profiles>add) and add the account for testing to check if there are some differences.

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