Message doubles itself

[Guest]

Hi,

I have a customer that is using Outlook XP with SP3 and Outlook 2003 on
client machines.

The mail server they are using is a clustered Exchange 2003 with SP2 on
Windows 2003 SP1 nodes.

When Outlook XP SP3 clients receive mails from external recepients, outlook
displays the correct size of the message. After forwarding this messgae to
another mailbox on the same server, the original message suddenly doubles
itself. If the original message had a 1 MB attachement, Outlook XP SP3 shows
the message is 1 MB, and after forwarding the message, Outlook XP SP3 changes
the message size to 2 MB.

This issue does not occur when the same mail is forwarded by an Outlook 2003
clients.

This issue does not occur in Outlook XP SP3 and not in Outlook 2003 when the
original message is sent internally.

I saw KB article 329653 (http://support.microsoft.com/kb/329653/), and
turned off word as the editor of outlook, but this does not solve the problem.

Any help would be appriciated,

 

[Ada Pan [MSFT]]

Hello Guy,

According to your description, I have built a similar environment (Exchange
2003 SP2 + Outlook 2002 SP3) but failed to reproduce this issue.

Before we go further, I would like to collect the following information
from you to narrow down this issue:

1. Can this issue be reproduced on every client running Outlook 2002 SP3?
2. Where is the forwarded message showing up 2MB size, in the Outbox folder
on the sender who running Outlook 2002 SP3, or in the Inbox folder on the
recipient, or both?

Please also try the following tests and let me know the results. First,
let us suppose the following environment:

User1 and User2
ComputerA and ComputerB: running Outlook 2002 SP3
ComputerC and ComputerD: running Outlook 2003

1. Please send an email to user1 and user2 in the organization over the
Internet.
2. Let user1 log on to computerA, forward the email to user2, and then log
off
3. Let user2 log on to computerA, receive the email from external and
another one from user1 and check if the sizes of the two messages are
different;
4. Let user2 forward the email to user1, and then log off
5. Let user1 log on to computerA, and then check if the sizes of the emails
from external and the user2.

Please also try the same steps above on other computers: ComputerB,
ComputerC, ComputerD.

All the tests above can help us to narrow down if this issue is related to
some particular user accounts or computers.

Please take your time to try the steps and let us know the results at your
earliest convenience.

Regards,

Ada Pan

Microsoft Online Partner Support
Get Secure! - www.microsoft.com/security
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[Ada Pan [MSFT]]

Hello Guy,

How are you?

I am currently standing by for an update from you and would like to know
how things are going there. Please let me know if there is anything else I
can do further assistance.

I am looking forward to your response.

Regards,

Ada Pan

Microsoft Online Partner Support
Get Secure! - www.microsoft.com/security
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[Guest]

Hi Ada,

Thanks for your concern.
We had a couple of holidays here in Israel, so I didn't have the time to
make further testing.

I will update you as soon as I have the asnwers.
Thanks,

 

[Guest]

Hi Ada,

I have done the tests you requested from me and have some additional
information:

1. The problem occurs with word attachments only.
2. The message is only doubled in the SENDERS INBOX. The sent items of the
sender and the inbox of the recipient have the correct size.
3. This problem occurs in computers that have Outlook 2002 or Outlook 2003
and word 2002.
4. If the computer has word 2003 this problem does not occur.

Thank you very much,

 

[Guest]

Just made some more tests, and the problem occurs with any kind of attachment
not only word attachments.

Thanks again,

 

[Alice Zhu [MSFT]]

Hi Guy,

This is Alice as Ada's backup since Ada is OOF form Oct 5th to Oct 8th.

The issue seems to be Exchange issue. For Exchange side questions, we have
dedicated newsgroups:

microsoft.public.exchange.misc

Please submit your question to that newsgroup for peer experience and
recommendations.

Hope this helps.

Regards,
Alice Zhu

Microsoft Online Partner Support
Get Secure! - www.microsoft.com/security
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[Guest]

Hello Alice, and thank you for your reply.

I am not sure it is an exchange issue, since this problem does not occur
with clients that are running Word 2003 and Outlook 2003 on the same Exchange
server.

I will be glad if you could try again to reproduce the problem.

Thanks again,

Guy

 

[Alice Zhu [MSFT]]

Dear Guy,

Thank you for your update.

Based on your information, I am afraid that there are some confusion. I
would like to confirm the exact symptom so that we can try to reproduce on
our side.

1. Your said "The message is only doubled in the SENDERS INBOX. The sent
items of the sender and the inbox of the recipient have the correct size".
Do you mean that the sender forwarded the email to self or the message is
changed after the message is forwarded?

2. The information "This problem occurs in computers that have Outlook 2002
or Outlook 2003 and word 2002" means that the issue occurs in Outlook 2003
with Word 2002 installed?

3. Can this issue be reproduced on every client running Outlook 2002 SP3 or
Outlook 2003 with Word 2002?

4. If the sender forwards the message to external email address instead of
the mailbox in the same Exchange server, does the problem occur?

5. Please check if the issue occurs in OWA.

In addition, I suggest you try the following methods:

1. Please boot into the workstation to the Safe Mode with Networking, and
test if the problem occurs. To do this, restart the computer, and press F8.

2. Find one test machine, and upgrade Outlook 2002 SP3 to Outlook 2003 SP2.
Test if the problem occurs.

Please check the above information and let me know the results. If you have
any questions on it, please feel free to let me know.

Regards,
Alice Zhu

Microsoft Online Partner Support
Get Secure! - www.microsoft.com/security
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[Guest]

Hi Alice,

You understood correctly all of my answers.
The only thing that I didn't check yet is forwarding the male to an external
recipient, which I will check first thing next week.

Thank you for your cooperation,

 

[Guest]

Hi Alice,

Just saw I missed a couple of your questions, so let me answer inline:
--
Guy Melamed
MCSE: Messgaing (2000/2003)

Dear Guy,

Thank you for your update.

Based on your information, I am afraid that there are some confusion. I
would like to confirm the exact symptom so that we can try to reproduce on
our side.

1. Your said "The message is only doubled in the SENDERS INBOX. The sent
items of the sender and the inbox of the recipient have the correct size".
Do you mean that the sender forwarded the email to self or the message is
changed after the message is forwarded?

The size of the message in the Inbox is changed after it is forwarded.

2. The information "This problem occurs in computers that have Outlook 2002
or Outlook 2003 and word 2002" means that the issue occurs in Outlook 2003
with Word 2002 installed?

Correct, this happens also when using Outlook 2003 and Word 2002 installed,
even if Word is not the default email editor.

3. Can this issue be reproduced on every client running Outlook 2002 SP3 or
Outlook 2003 with Word 2002?

Yes, this issue is reproduced on every client, and I checked 3 different
Windows XP SP2 machines and one Windows 2003 SP1 terminal server. Some of
these had Office 2002 SP3 entirely, and some had Office 2002 SP3 and upgraded
only Outlook to 2003.

4. If the sender forwards the message to external email address instead of
the mailbox in the same Exchange server, does the problem occur?

Didn't check this yet, I will check this next week.

5. Please check if the issue occurs in OWA.

Didn't check this yet, I will check this next week.

 

[Ada Pan [MSFT]]

Hello Guy,

Please take your time to collect the information. Pleas also take two
screenshots of the scenarios: one is the original size of the message in
Inbox folder and the other is the double size of message after it is
forwarded. You can attach the screenshot to your reply or send them to :<
(e-mail address removed) >.

We look forward to hearing from you.

Regards,

Ada Pan

Microsoft Online Partner Support
Get Secure! - www.microsoft.com/security
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[Guest]

Hi Ada,

I have sent you the screen shots you asked to your email address.
Here are the answers for the questions that I had to check:

1. The problem also occurs when forwarding the email to an external recipient.
2. The problem does not occur when using OWA.

Thank you again for your efforts,

 

[Ada Pan [MSFT]]

Hi Guy,

I have received the screenshots. I am working on this issue now and will
update you with the result as quickly as I could. YOur time and patience
are greatly appreciated.

Regards,

Ada Pan

Microsoft Online Partner Support
Get Secure! - www.microsoft.com/security
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[Tommy Campbell - [MSFT]*]

Guy,

I wanted to let you know that we are researching an open bug reporting
similar behavior. As soon as we have more information either I or Ada will
post back.

Thanks again for your time and patience,

Tommy Campbell, MCSA, MCSE
Microsoft Online Support Engineer
Get Secure! - www.microsoft.com/security
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[Tommy Campbell - [MSFT]*]

Guy,

I completed my research on this issue and here is what I found. This issue
is a documented bug in Exchange 2000. The bug has been left open so that
the product team can fix it in a future version of Exchange. As far as I
know this issue is not present in E12 but I have not confirmed that yet.

The larger problem that we are facing with this issue is Exchange 2000
Mainstream Support retired on 7.11.06 and now the only support option
available for Exchange 2000 is Extended Support. If you have an Extended
Support contract though a Premier account at Microsoft I will gladly move
your issue into CSS where an engineer can work with you to investigate
further.

I am providing some links in reference to Microsoft's Lifecycle Policy and
specifically for Exchange Server 2000. Please review this information and
feel free to contact me directly by sending e-mail to (e-mail address removed).

Here is a link to the Lifecycle web site which defines both Main Stream
Support and Extended Support >
http://support.microsoft.com/default.aspx?scid=fh;[ln];lifecycle

This is the specific Lifecycle data for Exchange Server 2000 >
http://support.microsoft.com/lifecycle/?p1=1760

I am certain this is not the news you wanted to receive on this issue and
apologize for any inconvenience incurred as a result. Again, if you have
any concern or questions about this please contact me directly via the
address noted above.

Best Regards,

Tommy Campbell, MCSA, MCSE
Microsoft Online Support Engineer
Get Secure! - www.microsoft.com/security
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[Tommy Campbell - [MSFT]*]

Guy,

I just noticed that this prticular issue is related to Exchange 2003
Server. Please confirm the issue you are expereincing is seen on Exchange
Server 2003 and not Exchange Server 2000 and send me an e-mail so that we
can review additional support offerings. My e-mail address is located in
the previous post.

I will be standing by.

Best Regards,

Tommy Campbell, MCSA, MCSE
Microsoft Online Support Engineer
Get Secure! - www.microsoft.com/security
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from your issue.
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[Tommy Campbell - [MSFT]*]

Guy,

Please drop me a note in e-mail as soon as you have had an opportunity to
review this post. My e-mail address is 2 posts above.

Best Regards,

Tommy Campbell, MCSA, MCSE
Microsoft Online Support Engineer
Get Secure! - www.microsoft.com/security
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[Guest]

As Tommy requested, I am reopenning this case because my customer was able to
reproduce the problem with an English-US Office installation.

Thanks,