gibberish only on outlook client

Question

Hi

I have this weird issue with outlook client and gibberish

I have something like 20+ users that their emails changes to gibberish when they receive or send an email (not all the time).

Their outlook client encoding is configured correctly so as their region language setting.

The thing is – that those gibberish email appear correctly in OWA and on their mobile app.

I also tried to configure a user email on a computer that Is not on the domain – same problem, some outlook client emails appear in gibberish.

I will state that some of our users moved to 365 – those users don’t seem to have a problem.

Any suggestion or ideas? Is this related to 365 move or to the on prem server?

Answer 1

Hi @Shirushaka ,

Welcome to Q&A!

Sounds like that you are encountering garbled message issue, right? Please kindly forgive me that I could not understand your issue very well and it would be so nice of you if you can provide us with more detailed information about your issue:

1. What's the version of your Outlook desktop client and Exchange server? In order to avoid version-related issues, please make sure you have updated your Outlook and Exchange server to the latest version.
2. How does this garbled issue look like in your email messages? If possible, please try to provide us with the screenshots of your issue for further research. (Notice: Please hide your personal information in the screenshot for security.)
3. I noticed that this issue seems only happen to specific users when sending/ receiving specific email messages, right? If so, are there anything in common between these problematic email messages, such as specific email senders/receipts, specific email content and attachment?
4. And are there any on-prem users who can work fine without getting this garbled issue? If yes, you could try to compare those normal users with those problematic users and see if there is difference with their Outlook versions, encoding settings, Outlook add-ins and so on.

Any updates about this issue, please feel free to post back and share with us.

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Answer 2

Hi @Shirushaka ,

Thanks for your reply.

According to your description, it seems that your garbled message issue is quite random and irregular which brought a great deal of difficulty to our troubleshooting. Therefore, I'm afraid it might be a long process to find the cause of this garbled message issue and it will also need your cooperation to conduct more tests to narrow the scope of the problem.

In order to conduct further research about your issue, it is suggested for you to try to forward one garbled email message to two different users(one of them is a problematic user and the other is a user who can work fine without any issues) and see how everything goes. If the same email message does still display different on different users' sides, please try to compare their message header and message source to see if there is any difference.

By the way, if possible, what if you add the problematic email account to the normal user's Outlook client? Could this issue still be successfully reproduced?

Any updates, please feel free to post back.

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Answer 3

hey, same problem.

In my organization we user O-L 365, and the manager get from another user gibberish message. only him get the gibberish messege.
and another user get it fine.
the manager always get message right, except him