Blank Email body when created by Opera

Hi all,

We have a site which has recently started having this problem (last Tuesday in fact). Their Opera version has not changed. They use Windows 7 Pro with Outlook 2013 32 bit.

They create emails in CRM in Opera via the contact, tick the box to 'Edit before sending' and hit ok. The email appears as a draft in Outlook and they can send it as normal. However upon checking sent items the email body is blank and only the email subject remains. The recipient also receives a blank email. If they add attachments in Opera then these do get sent.

We have found if they create emails in Outlook and send them these are fine. Also if they create the email in Opera and untick 'edit before sending' this also works.

They use AVG as antivirus and I have tested with this uninstalled and all Outlook add-ins disabled and the issue still occurs.

Any ideas?

Thanks,
Alex

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Comments

alan-bourke

If you take Outlook offline ('Work Offline' on the Send/Receive' tab) and then produce an email in Outlook, what does it look like in the outbox?

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richardd

We have exactly the same issue which our customer only reported last week and we have also not updated Opera recently. They are running on Terminal Server and this only occurs when logged on using certain TS / Outlook profiles so we think this is an Outlook issue. They are also using Outlook 2013 Pro 2013

unknown

I am also getting the same problem! 2008 r2 Terminal Server and Office 2013. Started happening around mid August.

alex

In answer to your question Alan, the same occurs when Outlook is offline. An Outlook generated email appears correctly but an Opera generated one is blank in the outbox.

alan-bourke

Are these issues only from emails from CRM, or any emails from Opera? If memory serves the ones from CRM are rich text format. Has the 'stationery' in the CRM emails been changed recently?

richardd

We think it's just CRM at the moment and we cannot find any recent changes. We have just tested unticking 'edit before sending' and when you do this all works fine.

Alex, you will also find the history notes are not updated with the subject text either! We are currently logging a call with Pegasus but I feel it's environmental because it works in-house using Outlook 2013.

alex

Thanks for the update Richard. I hadn't noticed the history tab isn't updated. Interestingly the email is saved to the *_EMAIL folder within the data directory. Just CRM here as far as I know at least they've not reported an issue with statements, invoices etc. I will check!

Please let me know how you get on with Pegasus as that was my next step.

richardd

Alex, if you leave the edit email ticked so outlook pops, click on the format text tab on the email, it should be set to HTML (I think Opera forces this), change the option to Rich Text and then back to HTML and then click send. The email then sends correctly on our system. Please try on your when you get 5 minutes.

Cheers

Rick

alex

Hi Richard,

I have just tested this workaround on our site and it also works so thank you for that. At least they can use the edit before sending feature now.

Have you logged the issue with Pegasus? I am wondering whether it is worth doing this myself.

Thanks,
Alex

joe_cancglin

This has been logged with Pegasus already as a potential SCR(Under investigation). for Office 2013 users that have applied update version 15.0.4745.1002 another work around is to uninstall the August update of Office 2013.

[Updated on 9/3/2015 3:44 AM]

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unknown

hi Alex, we have exactly the same issue with one of our sites too. Your work around works, but youll need to do this each time you launch the email. I have checked on one of the PC's & theres been no updates, in particular Office 2013 since April, so we're a little stuck! We have logged this with Pegasus too. Regards

unknown

Aplogies Ive found where you see your office updates & how you remove them - not straightforward (not in control panel!)
Anyhow, just currently reverting Office 2013 to a previous version than the August update & Ill let you know the outcome! Cheers

unknown

Yes that works!!!! Many thanks

unknown

Also, Jon Sherwood has adde "It seems to be a general problem whereby if you open an .msg file (saved Outlook message) and re-send it, the body of the sent email ends up blank. This happens even if you do it manually."

So I not sure if its a fix for Microsoft to sort out & NOT a Pegasus one????

abhishek-daniel

This appears to be a Microsoft bug, a fix is currently being worked on by Microsoft and the following thread contains further information : answers.microsoft.com/.../85f90120-5e10-489e-a670-da399b5732be.

Our understanding from our CRM supplier is that, a quick workaround is ;
When the message is open, and before sending, change the message format from ‘HTML’ to ‘Rich Text’ and then back to ‘HTML’ again. The message will then appear to send correctly.

unknown

Or remove the August Office 2013 update by typing this from a command prompt:

So basically from a command prompt you copy & paste:

Cd C:Program FilesMicrosoft Office 15ClientX64

Then:
officec2rclient.exe /update user updatetoversion=15.0.4737.1003

alex

Morning all,

The link above posted by Deb shows this issue has been fixed in an update (support.microsoft.com/.../3085495).
Is anyone able to confirm that installing the update does fix the issue?

Thanks,
Alex

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unknown

The above link says Page not Found

alex

Whoops sorry - support.microsoft.com/.../3085495

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