Outlook:Text disappears or is changed to symbols upon sending

Cassie Lemons 6 Reputation points

I compose the email, but when I send it the text disappears completely, or changes to symbols eg. 톐䔮NJ It doesn't happen every time and I can't find a pattern. Have reinstalled Office 365 but it made no difference. Any ideas? I'm not techie, so answers in plain English please! TIA,

Outlook Management
Outlook Management
Outlook: A family of Microsoft email and calendar products.Management: The act or process of organizing, handling, directing or controlling something.
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  1. Cassie Lemons 6 Reputation points

    Hi @JeffYang-MSFT . Thanks for your advice. I haven't had chance to test it out yet. What I did try was to exclude outgoing mail from the anti-spam feature of my McAfee protection, and I haven't had the problem since, but I haven't had so much email traffic over the Xmas break. However, I don't like to leave it unprotected so have just turned it back on and will wait and see if I get the funny symbols. Will send a test message every hour or so and see what happens. It often occurs around the same time each day. If it doesn't come back, great. If it does come back, I will follow your instructions and let you know if it's successful. Many thanks for the help.

    1 person found this answer helpful.

  2. JeffYang-MSFT 6,186 Reputation points

    Hi @CassieLemons-3988,

    Have you noticed anything in common when the issue occurs such as specific email sender or recipient, specific email content? And which email format did you use when the issue occurs(HTML, RTF or Plain Text)? In order to conduct further researches on your issue, we might still need more useful information to help us find the key to resolve it.

    As I know, we can usually fix Outlook feature errors by reinstalling or repairing Office 365, but this method might not suitable to this kind of email message issues. There could be some add-ins in your Outlook client that cause this issue, so it is suggested to start your Outlook in safe mode (Press Win + R, type “outlook /safe”, press Enter.) and see if the issue continues.

    Corrupted Outlook template files (Normalemail.dotm) might also cause Outlook email messages garbled issues. So, please try to exit your Outlook client, rename your Normalemail.dotm file as Normalemail.old and restart your Outlook to see if this issue could be resolved.
    File location: C:\Users\Users\AppData\Roaming\Microsoft\Templates

    Any update, please feel free to post back.

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