Read Receipt Encoding

Question

I have a client that is receiving a strange block of characters in her read receipts. I have created a new profile, checked UTF-8 encoding etc. all the normal steps you'd expect to use in order to fix something like this but I can't get it to stop. No one else in the office has this issue, only one user. Any ideas?

Answer 1

Hi Mike,

Thanks for the update. Please update the version 2102 (Build 13801.20360).

Have you tried to check this user issue via using the Outlook Web App?

If not, you may please try to use the Outlook Web App via Incognito/InPrivate browsing window to check this issue.

Since the issue doesn't happen with any other users, you may please try to troubleshoot this user issue via using another PC (e.g. any non-problematic colleague’s PC) to determine whether it is specific client side issue.

Please also try to check this issue via using any non problematic user’s account on the same problematic user PC to determine whether it can be reproduced.  

Moreover, you can use the Office 365 Support and Recovery Assistant (SaRA) tool that can diagnose the Outlook problems. Please download the tool and run the Support and Recovery Assistant to check the issue. See: About the Microsoft Support and Recovery Assistant

Let us know the result so that we can further assist you. Your patience and cooperation are highly appreciated. Have a nice day and stay safe!

Best regards, 

Shyamal

Answer 2

Hello Shyamal,

The user is using Office 365 Outlook, version: 2102 Build 13801.20294

The anti-virus that we supply them with is WebRoot SecureAnywhere which all the laptops are using so I'm fairly confident this shouldn't be the issue as no one else is having this problem.

I have started Outlook in safe mode to create a new profile and yes in saying that I mean a new profile for Outlook. I have also very recently created a new profile in Windows on the laptop in question for the user.

Regards,

Mike.

Answer 3

Hi Mike,

May I know which Outlook 365 desktop client version are user using please provide us with the detailed screenshot information about this, see About Office: What version of Office am I using? 

If you have any antivirus software installed, please temporally disable it.

Does user have any antivirus add-in such as McAfee add-in enabled in Outlook? 

You may try using Outlook in safe mode and disable add-ins to determine whether any add-in causing this issue.

To start Outlook in safe mode. 

1. Choose Start > Run.
2. Type Outlook /safe, and choose OK.

When you say "I have created a new profile" do you mean that Outlook profile or Windows user account?

If you haven't tried via creating new Windows user account, please create a new Windows user account and performing a clean install Outlook application to setup the account to see whether the problem still occurs.

Your patience and cooperation are highly appreciated. Have a nice day and stay safe!

Best regards, 

Shyamal