Cannot Read HTML Email in Outlook 2003 with Word 2007

[mfanclub]

I have users using Windows XP Pro SP3, With Office XP, Outlook 2003 and a
virtual layer of Word 2007. Since adding the Word 2007 virtual layer my users
are having intermittent problems with receiving HTML emails which have the
subject line but the body is blank. If they do a reply they cannot type in
the body either. If they change the format to plain or rich text then they
can read the text. I have looked out there on the web and cannot find a
resolution.

Don't say use only one version of Office (I wish) the money to upgrade is
not in the budget and we have a new application that requires Word 2007.

Thanks for any help!

 

[Roady [MVP]]

What do you mean with "added a virtual layer"?
Are you running a custom application which acts weird in a multi version
environment? In that case you must ask the vendor of that application if
that is actually supported.

 

[mfanclub]

It is a virtual layer that our Altiris application supports. I do not think
this has to do with the layer as it seems to be a problem for others I can
see from this board...I am just not seeing any answers when others ask this
question.

We have used this for other applications as well without incident. The layer
is intended to enable running multiple versions of the same application
without it messing with the dll's from other versions.

 

[Roady [MVP]]

Does it work when they use it in Outlook directly?

A common cause of message corruption is having a virus scanner installed
that integrates with Outlook. Disable this integration and try again.
See http://www.msoutlook.info/question/20

 

[mfanclub]

They are using it in Outlook directly...this has only been an issue since
installing Word 2007, that is the only reason I mentioned it. Word is not
even open when they try to view their message.

 

[Roady [MVP]]

That issue might be a coincidence but try a repair on Outlook 2003 via
Help-> Detect and Repair

If that doesn't fix it, I would still suspect the virus scanner's
integration with Outlook. Disable this integration and check how new
messages are being received.

 

[mfanclub]

Should have stated this, but already tried the detect and repair and I doubt
it is the virus scanner or everyone would be having the issue not just those
with Word 2007.

 

[Roady [MVP]]

Nope, that is not always that certain.
How does it behave in Windows Safe Mode with networking support?

Note that the received messages are probably beyond repair already. When
testing it, you should test it with new messages.