Hi Best,
Does the issue with all the emails that the user received?
When you save the problematic email as a *.msg file and then move it to another computer. Drag the *.msg file to Outlook on the other
computer. Can you view the Reply button in the problematic email?
Based on my experience, this issue may occur when the email sender add a custom form in the email message and removed the Reply,
Reply to All and Forward button. Thus, when the receiver receives the email, they cannot view the Reply button.
Follow the steps below to fix the issue.
#1 check if the issue is caused by the specific emails
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Ask the user to come into Outlook safe mode (exit Outlook > click Start > Run > type outlook /safe, click OK.). Under outlook safe
mode, all the custom forms, addins, views and etc are disabled.
Create a new email and send it to himself.
Open the new test email. Can he see the Reply button?
If so, go to step 2.
#2 Check the custom forms on the sender's Outlook
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Ask the sender of the problematic emails to perform the steps below.
If the sender is also using Outlook, ask the sender go to the Tools menu > Options > Other > Advanced > Custom Forms > Manage
Forms > delete all the custom forms.
Send another test email to the user.
Ask the user open the email. Can he view the Reply button.
If the above steps don't fix the issue, please save the problematic message as *.msg file and send to me at (e-mail address removed).
Thanks.
If anything is unclear or if you have any other concerns, please don't hesitate to contact me.
Regards,
Emily Lin
Microsoft Online Partner Support
Get Secure! -
www.microsoft.com/security
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