Reply message missing

[Mr Computer Bob]

My boss has a problem with his Outlook (2003 sp3) when getting a reply from
someone that uses Lotus Notes. He receives only the original email (what he
sent). Our VP got copied on one of these & she got the entire message. We
use POP from Register.com. Both users have the same AV program so that is
not blocking it. It is the strangest thing and in my 25 years of doing this
I have never seen anything like it. I have changed his settings so the
messages will be left on the Register server for a day so I can look at the
message before it is downloaded. I suspect that it will be complete there
since our VP got the entire message.

If anyone has any thoughts or experiance with this I would truely appreciate
it.

 

[Brian Tillman [MVP - Outlook]]

My boss has a problem with his Outlook (2003 sp3) when getting a reply
from
someone that uses Lotus Notes. He receives only the original email (what
he
sent). Our VP got copied on one of these & she got the entire message.
We
use POP from Register.com. Both users have the same AV program so that is
not blocking it.

This is not a valid conclusion. First, just because you both run the same
AV program doesn't mean they're both the same revision level. Second, it's
never a good idea to scan mail with an AV scanner because it can cause
exactly the symptoms you describe. Both people should each uninstall the AV
programs and reinstall without the mail scanning feature.

That said, there are reports of some versions of Lotus and Outlook not
playing well together.

 

[Mr Computer Bob]

Brian,
I have verified that both computers are running the EXACT same version of
AV.
I have set Outlook to leave the messages on the server - when I access it
via the web, the entire message is there. It just "disappears" when it
comes into Outlook & the only differance (once again) is the service pack in
Outlook. I have gone page by page through all the options in Outlook and
both are set exactly the same.

VERY ODD!

 

[Brian Tillman [MVP - Outlook]]

I have verified that both computers are running the EXACT same version of
AV.
I have set Outlook to leave the messages on the server - when I access it
via the web, the entire message is there. It just "disappears" when it
comes into Outlook & the only differance (once again) is the service pack in
Outlook. I have gone page by page through all the options in Outlook and
both are set exactly the same.

If the messages are being changed as they come in, then you need to get
anything between Outlook an the server out of the way. Uninstall your AV
program and reinstall it with no mail scanning feature. Does that make a
difference?

 

[Mr Computer Bob]

Brian,
With great reluctance I have disabled Email scanning. Again, the other
computer with EXACTLY the same AV got the message correctly, so I don't see
how it would be different on the problem computer. Of course over 25 years,
I have seen some pretty odd things (this ranking really high on the list).
I will let you know what happens next time a reply comes in from one of the
problem senders.

Thanks,
Bob

 

[Brian Tillman [MVP - Outlook]]

With great reluctance I have disabled Email scanning.

Did you simply disable it or did you uninstall the AV and reinstall without
the mail scanner? It can make a difference with some AV programs.

Again, the other
computer with EXACTLY the same AV got the message correctly, so I don't see
how it would be different on the problem computer.

Even with the same AV program installed, if that same AV program is configured
differently, you can get different results.

 

[Mr Computer Bob]

Brian,
For now, I disabled the scanning of emails. I am using Symantec Client
Security, version 10. In my experiance with it, if you turn off mail
scanning, it does not do anything to the mail. If it still happens, I will
try uninstalling it but I am VERY doubtful that this is the problem. I
believe that it has to do with the service pack in Outlook and the
interaction with Notes. However I have not found ANYTHING similar to this in
my searching on the net which is a first.

Thanks for your input - you are the only person in my many postings that at
least had an idea..

Bob

 

[Brian Tillman [MVP - Outlook]]

For now, I disabled the scanning of emails. I am using Symantec Client
Security, version 10. In my experiance with it, if you turn off mail
scanning, it does not do anything to the mail.

Well, Symantec is well-known for being one of the AV program vendors that
never gets it right and their products usually don't properly stop interfering
when the scanning is simply disabled. The shim that fits between Outlook and
the server is still there. In fact, Symantec's own support forums recommend
uninstalling and reinstalling without the mail scanning feature.

If it still happens, I will
try uninstalling it but I am VERY doubtful that this is the problem. I
believe that it has to do with the service pack in Outlook and the
interaction with Notes.

It may very well be the case, but when trying to diagnose the problem, the
fewer variables you have, the better.

However I have not found ANYTHING similar to this in
my searching on the net which is a first.

Odd, because this newsgroup contains hundreds if not thousands of references.