Part of email reply is lost when downloading emails into Microsoft Outlook

[erictheelf]

At home I use Micorsoft 365 Outlook to send and receive emails.  When I receive a reply to a message, on which the sender has included my original message, I cannot view the section of the message containing the reply,  I can only see the portion containing my original message.  This apprears to occur with replies sent from Apple devices.

I should point out that when I initially view the reply in BT Mail, I can see the full reply.  So the reply portion of the email disappears when downloaded into Outlook.

Any advice or fix would be gratefully received.

[Carlusha]

@erictheelf  Seems you're not alone and it's a pretty recent event!

Try here:  https://www.technewstoday.com/outlook-view-changed/ 

[erictheelf]

Hi Carlusha,

This isn't a solution unfortunately.  The issue isn't that you can't see the reply portion, it's just not there.  I've tried resetting the view and that doesn't work.  I didn't mention in my original post that if the email is saved as an eml file before downloading into Outlook, the issue persists.  So far my only work round is to print the email into a pdf file before downloading to Outlook and then you do get a full copy of reply and my original message, as you would expect. 

Kind regards and thanks for your interest.

[licquorice]

I very much suspect the problem lies with Outlook 365 rather than BT (for once) as you can view ok on webmail and it is a client side problem rather than a server side problem.

To verify that is the case you can simply download the free email client Thunderbird temporarily (or any other mail client of choice) and see if the problem occurs with that client. If it doesn't, it confirms the problem lies with Outlook.

[gg30340]

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@erictheelf wrote:

So far my only work round is to print the email into a pdf file before downloading to Outlook and then you do get a full copy of reply and my original message, as you would expect. 

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Can you clarify what you have said above. When you print it as a PDF prior to downloading to Outlook, does it after being printed download in full in Outlook or do you mean because you have a printed copy you get a full copy of the reply and original message in PDF format?

Are you using Outlook set up as an IMAP account or a POP3 account?

Has this just started to happen?

Has there been any recent updates to Outlook that coincide with any updates?

[erictheelf]

Hi, 

Thanks for your response.

All software is up to date.  Outlook is set up as POP/SMTP.

Outlook has been working fine for years and the issue reported does not appear to any update that I'm aware of.  I've been having the issue for over a year and because I have a workround and this impacts on only a few (Apple device users using gmail), I haven't tried to resolve it until now.

What I was trying to get across with the pdf, is that if I wish to save a copy of the incoming reply email with both the reply text and my original text intact, then I have to save the email in pdf format from BT mail before downloading into Outlook and losing the reply portion of the reply text.

Thank you for your interest in this issue. 

[erictheelf]

Hi,

Thank you for responding to my post.

I agree that it would appear to be an issue with Outlook.  I'll give your suggestion a go when I have an inbound reply that I know I'll have an issue with.  As this appears to be occuring only with messages from Apple device users and sent using gmail, this only impacts on a few emails.   This issue has been ongoing for a year or so, as I have a workround using pdf copies of the message to save a copy of the complete message, it hasn't been a top priority for me.

Thank you for your interest.

[gg30340]

Have you tried the suggestion of licquorice in message 4?

[erictheelf]

Thanks for your message of Friday. It isn't a issue with View, although I have tried the fix in the link you sent. The text just isn't there. Also, I don't think it's anything to do with gmail. Earlier message came from people using gmail to send there messages, but looking back the issue also arises with messages sent via yahoo mail. The only common link seems to be with problem messages is taht they originate from Apple devices whether its iPhone or iPad.