Outlook - email with missing text.

Question

Hello,

One of our colleagues sent an email to one of our clients from Outlook windows, when the client replied from his iPhone, the email come back with our colleague's previous original message, but with no text as response! Another person (Mac mail) was cc in this email, and he could see the clients answer. The clients email also had an untitled attachment. After a lot of testing, we still cant replicate this problem. We also noticed that when our colleague uses Thunderbird instead of Outlook, he CAN see the reply. This is a dovcot imap account.
Any help would be great!
Thank you

Answer 1

Checking to see if this problem was resolved as I am having the same problem...

Answer 2

Hi Katherine,

Thank you for your reply. We cant use outlook webmail, the email account in question is hosted on a private server. So far the problem only happened with the client replying from an iPhone, we've tried the repair option, Outlook is up to date and we tried previous versions too. We created other profiles and run several tests to no avail. We appreciate any kind of advise or ideas to try to identify this problem and find a way to prevent it to happen in the future.

Thank You

Answer 3

Hi itsystemsteam,

Thanks for choosing Microsoft Community.

Based on your description, I know your requirement. So sorry to bring you inconvenience. Please be kindly to use outlook on the web(https://outlook.office.com/) to log in and test again. Then check if he will meet this problem on the web. Meanwhile, does this problem only occur to this client replying with iPhone or when many other people reply with iPhone, your colleague will meet the same problem?

If you do no not meet the problem on the web, you can try the following suggestions to check if it can make any difference.

1. Repair an office application: Please be kindly to have a try according to Repair an Office application (microsoft.com).
2. Create a new profile: You can try to create a new one according to Create an Outlook profile (microsoft.com). And please do not delete the old one. If nothing works, you can change back the older profile.
3. If the colleague’s outlook is not the latest, please update to the latest.

Hope the suggestions above can help you. If there is any update, please feel free to let me know. Your understanding is highly appreciated.

Thanks for your precious time. Have a nice day.

Best Regards,

Katherine