Email will not send until logo image is deleted

R

RLaBelle

I am working on troubleshooting an issue where a reply or forward of an
email received from a party outside of Exchange requires the user to
delete the first image (our logo in the signature block when the logo is
used in the signature block, or the next image in the email message when
the logo is not used in the signature block)in order for the send button
to actually send the email message. This does not occur with every
email from outside the organization, but only some and we have not been
able to distinguish what is unique about the messages received that
cause the issue to occur.

Scenario:
User receives an email from outside the organization.
User selects reply or forward and types in a message.
User selects the Send button; nothing happens.
User deletes the first image in the email message.
User selects the Send button and the message sends.

Additionally, if the message is forwarded inside the organization, each
subsequent forward or reply requires the image to be removed in the same
manner in order to send.

In my research and testing, I found an instance when a reply was
constructed and worked, though I still don't know what I did to get the
message to send. I compared the HTML code in that message to the code
in the messages that required me to remove the logo and found one
difference between them. In the "bad" email, the following line of code
was found directly after the <head> tag, while in the "good" email that
sent, the line was found at the very top as the first line in the HTML code:

<META HTTP-EQUIV="Content-Type" CONTENT="text/html; charset=iso-8859-1">

I'm wondering if the issue, therefore, is the way Outlook is
constructing my reply (or forward) message for these rogue emails we are
receiving that require us to delete an image.

I should also note that if we start Outlook in Safe Mode, the messages
do not require that we delete the image. However, we have also tried
removing all add-ins through Outlook (not in Safe Mode) and the issue
remains without any of the add-ins present, leading me to believe it is
not an add-in problem.

One other interesting aspect to these messages is that you can choose to
Edit the received message, but you cannot change the format to Text -
the only options that work is to change to Rich Text and back to HTML.
Text format is not grayed out, it simply just doesn't change the format
when you click on it.

Any input or clues to what we might try (other than upgrading to Office
2007, which is not option at this time), would greatly be appreciated!

Windows XP Pro, SP3
MS Office 2003, SP3
MS Outlook 2007, SP2
Exchange Server 2007
 
D

Diane Poremsky [MVP]

R

RLaBelle

Thank you for your response, Diane.
Add-ins are:

Calendar Gadget for Windows SideShow
Calendar Printing Assistant for Outlook 2007 Addin
Interwoven Outlook Ribbon for FileSite
LexisNexis Practice Management Integration
MS Exchange Unified Messaging
MS Office SharePoint Server Colleague Import Add-in
MS Outlook Mobile Service
MS VBA for Outlook Addin
PDFMOutlook
Windows Search Email Indexer

We have Symantec AV Full version 10.1.7.7000 on the desktops. Are there
some known problems with scanning email?
 
D

Diane Poremsky [MVP]

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