Email messages blank in Entourage X/2004

pvaneykelen · 05-09-2006, 12:25 AM

When receiving certain messages from PC Outlook 2000 users the message only shows a blank line in Entourage, either X or 2004.

When email is accessed via the webinterface the message content is there. If the message is accessed via a Outlook client on a PC the content is there.

This all started happening around the first of May.

Changed font settings, rebuild database, checked fonts on different systems and all the same issues.

Any suggestion would be appreciated.

trevor · 05-09-2006, 02:29 AM

What is unusual about these messages?

What do you see when you look at the source for these messages?

Trevor

Raven · 05-09-2006, 08:13 AM

Check to see if in Entourage prefs you have under the Security section "Display Complex HTML in messages. Also check under the Read section that you have for Languages selected Western European Windows (ISO). Also check in Account Settings for your account under Options to make sure Partially Receive messages over is unchecked.
So my guess is that the blank email sare HTML emails and that's disabled in Entourage for you.

a_man_with_a mac · 05-11-2006, 11:11 AM

I am having the same problem and need help!!!! Does anyone know why this is happening???

hefty2212 · 05-11-2006, 03:21 PM

We think we have figured out the issue.
It seems to be related to an Exchange update early in May and it only affects Entourage as far as we can see at this point.

If you are an IMAP client and click on edit once you open the message or click on Rewrap Paragraphs , it says it will remove the HTML and the message appears.

If you are an exchange client, that options is greyed out and you are out of luck unless you use OWA. We tried it with Mail and Thurderbird and the messages were all there. Hopefully Microsoft will fix this issue soon.

a_man_with_a mac · 05-11-2006, 06:16 PM

So you think it's a Exchange update that is causing this problem? Are there any work arounds???

a_man_with_a mac · 05-12-2006, 11:43 AM

Any news on this problem. It is wide spread here at work

hefty2212 · 05-12-2006, 02:12 PM

It is a patch for Exchange that affects OWA.
OWA does not put an HTML header tag at the end of the messages and Entourage cannot figure it out what to do with it.
Microsoft is aware of the issue and plan a fix, but didn't say when. You can uninstall the patch, but that causes a registry issue that you will need to fix.

a_man_with_a mac · 05-15-2006, 11:09 AM

Thank you

etgadsby · 05-16-2006, 02:41 PM

Thanks for the information. Of course in order to follow up with our System Administrator I need to know where it's documented at Microsoft. Ideas? Thanks!

SteveAgnew · 05-17-2006, 02:57 PM

I thought I would post some information here since no one else seems to know about these types of things, and apple doesn't even acknowledge it for help.

The update is KB911829 and it is an update that doesn't address a security threat and can be removed. To remove the update, open the Exchange's Windows directory and find the compressed folder for the update. It is probably going to be called $NTUninstallKB911829$ in that you'll find a spuninst folder, and then the service pack uninstall program: spuninst.exe This does required taking down the exchange server to uninstall the update and probably a reboot- so make sure you are ready to do that before attempting to remove the update.

bbryson · 05-19-2006, 02:01 PM

The blank email in Entourage appears that way only for messages that are forwarded or replied to using OWA Premium on an Exchange server updated with KB911829 which was released in late April/early May. Evidently the Premium editor was replaced in regards to reply/forward (why not new?) and is creating HTML email message with a <head> tab but no ending </head> tag.

Steve when you removed the KB911829 patch was that to a cluster Exchange server environment? If so, could you provide a summary of steps that you did to back out the update properly?

Any hope that Microsoft might update the browser engine in Entourage to address the problem of poorly written/generated HTML email messages.

Bill

szilagyic · 05-24-2006, 08:59 AM

Hello:

We are having this exact same problem (missing </HTML> tag for replies sent from OWA) however we do not have KB911829 installed on our Exchange server. I noticed that on Microsoft's site the current release date for KB911829 is 5/16/06, did they release a new vesion of it?

Has anybody found a solution to this problem that doesn't have KB911829 installed?

Thanks in advance...

--
Chris

szilagyic · 05-24-2006, 09:17 AM

I posted an earlier message and we do in fact have KB911829 installed with the exact same problem (missing </HEAD> tag). It is under c:\windows\$ExchUninstallKB911829$. So far no updates released by Microsoft to address this issue.

--
Chris

szilagyic · 06-01-2006, 02:18 PM

Hello,
Has anybody noticed that Microsoft released a new version of KB911829 (the update that caused the missing </head> problem in the first place), on 5/31/06? The contents of this update are different than the original release. We are waiting for this update to show up in our WSUS server to apply it, and I was wondering if anybody has tested to see if the problem is still there with this update. I will post the results once we are able to test it.
Thanks,
--
Chris

MatiuCarr · 06-05-2006, 06:51 PM

We have seen the same issue since we updated our local Exchange services.

I sent the following to the Entourage feedback address at microsoft.com.

After a recent update to our Exchange servers (2003 advanced -the update "fixed" something in the OWA interface), Entourage users (generally 2004, we have not specifically looked at vX) have noticed that they are unable to easily view the content of messages. These messages are replies to plain text and RTF messages, where the respondent has used the Windows IE version of the Outlook Web Access interface.

Basically, the text in these messages cannot be viewed -instead, the Entourage user sees a horizontal rule and white spaces.

Stripping the html part of these messages fixes the issue -this can be done by editing, or "rewrapping" the content. Not an ideal solution, but something we can live with for now.

Looking at the source of messages that worked vs. messages that do not work (where all other aspects of the interaction are the same), the newer ones have a slightly different header arrangement (in the HTML part), and use unicode instead of iso-8859-1.

Is this entourage not handling the unicode directive?

Lu:s · 06-06-2006, 05:26 PM

Quote:

Originally Posted by szilagyic


	Hello, Has anybody noticed that Microsoft released a new version of KB911829 (the update that caused the missing </head> problem in the first place), on 5/31/06? The contents of this update are different than the original release. We are waiting for this update to show up in our WSUS server to apply it, and I was wondering if anybody has tested to see if the problem is still there with this update. I will post the results once we are able to test it. Thanks, -- Chris

I have applied the updated patch on our test exchange cluster. The problem is still there after the update. I hope MS releases a fix soon..

szilagyic · 06-12-2006, 07:41 AM

I have installed the latest release of KB911829, version 06.05.7651.25, released on 5/31/2006 at this URL:

http://www.microsoft.com/downloads/d...DisplayLang=en

After this was installed the Head Tags are correct now (closing tag is now present). So in our case, this newly released version fixed the problem when installed on our server. The previous version of this update (released on 4/27/06, version 06.05.7651.9) has been expired.

I hope this helps others with this problem.
--
Chris

spicyjeff · 06-12-2006, 04:56 PM

We have installed the latest release of KB911829 through Windows Software Update Services server we have running locally and it resolved the problem for us as well.

05-09-2006, 12:25 AM	#1
pvaneykelen Prospect Join Date: Jun 2004 Posts: 1	Email messages blank in Entourage X/2004 When receiving certain messages from PC Outlook 2000 users the message only shows a blank line in Entourage, either X or 2004. When email is accessed via the webinterface the message content is there. If the message is accessed via a Outlook client on a PC the content is there. This all started happening around the first of May. Changed font settings, rebuild database, checked fonts on different systems and all the same issues. Any suggestion would be appreciated.

05-09-2006, 02:29 AM	#2
trevor Moderator Join Date: Jun 2003 Location: Boulder, CO USA Posts: 19,549	What is unusual about these messages? What do you see when you look at the source for these messages? Trevor __________________ How to ask questions the smart way

05-09-2006, 08:13 AM	#3
Raven Hall of Famer Join Date: Jul 2003 Location: Montreal Posts: 4,782	Check to see if in Entourage prefs you have under the Security section "Display Complex HTML in messages. Also check under the Read section that you have for Languages selected Western European Windows (ISO). Also check in Account Settings for your account under Options to make sure Partially Receive messages over is unchecked. So my guess is that the blank email sare HTML emails and that's disabled in Entourage for you. __________________ Waffled foreheads are a symptom of broken keyboards and inexperienced users

05-11-2006, 03:21 PM	#5
hefty2212 Prospect Join Date: May 2006 Posts: 2	Entourage issue We think we have figured out the issue. It seems to be related to an Exchange update early in May and it only affects Entourage as far as we can see at this point. If you are an IMAP client and click on edit once you open the message or click on Rewrap Paragraphs , it says it will remove the HTML and the message appears. If you are an exchange client, that options is greyed out and you are out of luck unless you use OWA. We tried it with Mail and Thurderbird and the messages were all there. Hopefully Microsoft will fix this issue soon.

05-16-2006, 02:41 PM	#10
etgadsby Prospect Join Date: May 2005 Posts: 24	Is there a formal documentation of this... Thanks for the information. Of course in order to follow up with our System Administrator I need to know where it's documented at Microsoft. Ideas? Thanks!

05-11-2006, 11:11 AM	#4
a_man_with_a mac Prospect Join Date: May 2006 Posts: 5	I am having the same problem and need help!!!! Does anyone know why this is happening???

05-11-2006, 06:16 PM	#6
a_man_with_a mac Prospect Join Date: May 2006 Posts: 5	So you think it's a Exchange update that is causing this problem? Are there any work arounds???

05-12-2006, 11:43 AM	#7
a_man_with_a mac Prospect Join Date: May 2006 Posts: 5	Any news on this problem. It is wide spread here at work

05-12-2006, 02:12 PM	#8
hefty2212 Prospect Join Date: May 2006 Posts: 2	It is a patch for Exchange that affects OWA. OWA does not put an HTML header tag at the end of the messages and Entourage cannot figure it out what to do with it. Microsoft is aware of the issue and plan a fix, but didn't say when. You can uninstall the patch, but that causes a registry issue that you will need to fix.

05-15-2006, 11:09 AM	#9
a_man_with_a mac Prospect Join Date: May 2006 Posts: 5	Thank you

05-17-2006, 02:57 PM	#11
SteveAgnew Registered User Join Date: May 2006 Posts: 1	I thought I would post some information here since no one else seems to know about these types of things, and apple doesn't even acknowledge it for help. The update is KB911829 and it is an update that doesn't address a security threat and can be removed. To remove the update, open the Exchange's Windows directory and find the compressed folder for the update. It is probably going to be called $NTUninstallKB911829$ in that you'll find a spuninst folder, and then the service pack uninstall program: spuninst.exe This does required taking down the exchange server to uninstall the update and probably a reboot- so make sure you are ready to do that before attempting to remove the update.

05-19-2006, 02:01 PM	#12
bbryson Prospect Join Date: May 2006 Posts: 2	Blank Email message in Entourage The blank email in Entourage appears that way only for messages that are forwarded or replied to using OWA Premium on an Exchange server updated with KB911829 which was released in late April/early May. Evidently the Premium editor was replaced in regards to reply/forward (why not new?) and is creating HTML email message with a <head> tab but no ending </head> tag. Steve when you removed the KB911829 patch was that to a cluster Exchange server environment? If so, could you provide a summary of steps that you did to back out the update properly? Any hope that Microsoft might update the browser engine in Entourage to address the problem of poorly written/generated HTML email messages. Bill

05-24-2006, 08:59 AM	#13
szilagyic Prospect Join Date: May 2006 Posts: 4	Hello: We are having this exact same problem (missing </HTML> tag for replies sent from OWA) however we do not have KB911829 installed on our Exchange server. I noticed that on Microsoft's site the current release date for KB911829 is 5/16/06, did they release a new vesion of it? Has anybody found a solution to this problem that doesn't have KB911829 installed? Thanks in advance... -- Chris

05-24-2006, 09:17 AM	#14
szilagyic Prospect Join Date: May 2006 Posts: 4	I posted an earlier message and we do in fact have KB911829 installed with the exact same problem (missing </HEAD> tag). It is under c:\windows\$ExchUninstallKB911829$. So far no updates released by Microsoft to address this issue. -- Chris

06-01-2006, 02:18 PM	#15
szilagyic Prospect Join Date: May 2006 Posts: 4	Hello, Has anybody noticed that Microsoft released a new version of KB911829 (the update that caused the missing </head> problem in the first place), on 5/31/06? The contents of this update are different than the original release. We are waiting for this update to show up in our WSUS server to apply it, and I was wondering if anybody has tested to see if the problem is still there with this update. I will post the results once we are able to test it. Thanks, -- Chris

06-05-2006, 06:51 PM	#16
MatiuCarr Registered User Join Date: Jun 2006 Location: Titirangi, Auckland Posts: 1	unicode vs. iso-8859-1 We have seen the same issue since we updated our local Exchange services. I sent the following to the Entourage feedback address at microsoft.com. After a recent update to our Exchange servers (2003 advanced -the update "fixed" something in the OWA interface), Entourage users (generally 2004, we have not specifically looked at vX) have noticed that they are unable to easily view the content of messages. These messages are replies to plain text and RTF messages, where the respondent has used the Windows IE version of the Outlook Web Access interface. Basically, the text in these messages cannot be viewed -instead, the Entourage user sees a horizontal rule and white spaces. Stripping the html part of these messages fixes the issue -this can be done by editing, or "rewrapping" the content. Not an ideal solution, but something we can live with for now. Looking at the source of messages that worked vs. messages that do not work (where all other aspects of the interaction are the same), the newer ones have a slightly different header arrangement (in the HTML part), and use unicode instead of iso-8859-1. Is this entourage not handling the unicode directive?

06-12-2006, 07:41 AM	#18
szilagyic Prospect Join Date: May 2006 Posts: 4	I have installed the latest release of KB911829, version 06.05.7651.25, released on 5/31/2006 at this URL: http://www.microsoft.com/downloads/d...DisplayLang=en After this was installed the Head Tags are correct now (closing tag is now present). So in our case, this newly released version fixed the problem when installed on our server. The previous version of this update (released on 4/27/06, version 06.05.7651.9) has been expired. I hope this helps others with this problem. -- Chris

06-12-2006, 04:56 PM	#19
spicyjeff Prospect Join Date: Jun 2006 Posts: 6	We have installed the latest release of KB911829 through Windows Software Update Services server we have running locally and it resolved the problem for us as well.

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