Outlook 2016 - chinese characters appearing in messages when replying/forwarding

Anonymous
2017-04-24T13:29:42+00:00

Hello,

I am investigating an issue with Outlook 2016 and seemingly random appearances of chinese characters in email messages when replying or forwarding. I have a Exchange 365 hybrid environment and O365 pro plus office installed on workstations.

I have not been able to pinpoint a common factor why or when this happens. It is possible to reproduce the issue by sending a plain text message to a O365 group and then reply/forward the same message > header information is transformed into "chinese" (I have no idea what they actually are) characters. This does not happen with all groups or senders which is why I am looking into Outlook at the moment.

I`ve tried to change Outlook settings: use UTF8 with mailto protocol, change the encoding settings to different options etc. without success. 

I`d like to hear how would you start to troubleshoot this issue?

BR,

Sam

Outlook | Windows | Classic Outlook for Windows | For home

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  1. Anonymous
    2017-05-03T08:44:13+00:00

    Hi Sam,

    Yeah, you can spend time trying it. I will wait for the updates.  

    After that, please let us know the results.

    Best Regards,

    Vanessa

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  3. Anonymous
    2017-05-05T08:11:31+00:00

    Hi Sam,

    Did you get a chance to check the information above?

    Best Regards,

    Vanessa

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  4. Anonymous
    2017-05-08T06:59:01+00:00

    Hello,

    Here is more information for you:

    1. The whole screenshots reproducing this issue.

    I cannot share emails here due to security and here`s what is happening:

    When replying to a message the From, Sent, To, CC and Subject fields in the message are replaced by text like this:

    䐼噉氠湡㵧湥甭⁳汣獡㵳畏汴潯䵫獥慳敧效摡牥愠楬湧∽敬瑦•䥄㵒䰢剔㸢㰠但呎䘠捡㵥䌢•楓敺㈽ⴾ䈼㹒㰠㹂㱆䈯‾⁏㰠剂‾䈼匾⼼㹂洠䈼㹒㰠㹂㱔䈯‾㱏剂‾㰠㹂㱓䈯‾㱔剂‾†⼼但呎‾⼼䥄㹖䐼噉㰾䐯噉

    This text appears between the previous messages body and the next messages email signature where those headers would be shown normally. 2. Outlook client version is 16.0.7668.2074. 3. Have you ever done anything when this issue happened?

    Please elaborate what do you mean?

    The issue started appearing after we started using O365 groups for messaging. Previously we used traditional distribution groups and this issue did not appear. 4. Are these senders and group who encounter this issue in pure cloud or sync from on-premises? In other words, when this issue occurs, are these mailboxes in pure cloud or on-premises?

    Senders are in the cloud (synced from on-premises exchange). Groups are O365-groups, they are in the cloud.

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  5. Anonymous
    2017-05-08T07:39:58+00:00

    Hi Sam,

    Do these information mean that you have tried the suggestions above but got no difference?

    In this situation, please share your domain with me via private message to analyze environment? Meanwhile, if convenient, you can share a screenshot with me via private message, which will help us further troubleshoot.

    And then, open your Outlook client in safe mode to see whether the issue persists: hold Ctrl key and open Outlook. This is to rule out other add-ins interface.

    Let me know how many users are affected by this issue or just one people. I have sent my test account to you via private message. Use it to log into your Outlook client to check again. This is to narrow down this issue is related to Outlook client itself or exchange settings.

    Last, create a new user in pure cloud in Office 365 portal and test this account. I speculate this issue should be likely caused by server settings when these users are synced from on-premises. 

    Thanks for your time.

    Vanessa

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