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Why do some e-mails do not display properly in Outlook (missing some text and graphics)?

Posted

Over the past 4 weeks or so I have noticed that one particular e-mail source (a chess newsletter containing text and graphics (diagrammed positions) does not display text fully and does not display diagrams at all when I open it up as e-mail. If I click Reply on the e-mail then the missing text appears but it is missing some formatting and is still missing the diagrams. This seems as though it may have been related to a switch from Hotmail to Outlook for my e-mail. I have not had this issue with other e-mails as far as I know. The same newsletters display fine in Internet Explorer. I'm running Windows Vista 64 bit Home Premium with Service Packs installed and I believe I have latest versions of Firefox and Java.

Any insight or help would be appreciated.

Additional System Details

Installed Plug-ins

  • Shockwave Flash 11.6 r602
  • iTunes Detector Plug-in
  • Adobe PDF Plug-In For Firefox and Netscape 10.1.6
  • Google Update
  • 5.1.20125.0
  • NPRuntime Script Plug-in Library for Java(TM) Deploy
  • The QuickTime Plugin allows you to view a wide variety of multimedia content in Web pages. For more information, visit the QuickTime Web site.
  • NVIDIA 3D Vision plugin for Mozilla browsers
  • NVIDIA 3D Vision Streaming plugin for Mozilla browsers
  • A plugin to detect whether the Adobe Application Manager is installed on this machine.
  • Picasa plugin
  • NPWLPG
  • npmnqmp 989898989877
  • Version 1.0.1, copyright 1996-2009 The VideoLAN Teamhttp://www.videolan.org/
  • Cooliris embedded in a tab
  • Adobe Shockwave for Director Netscape plug-in, version 11.5
  • 1.9.0009.1
  • Office Plugin for Netscape Navigator

Application

  • Firefox 19.0.2
  • User Agent: Mozilla/5.0 (Windows NT 6.0; WOW64; rv:19.0) Gecko/20100101 Firefox/19.0
  • Support URL: http://support.mozilla.org/1/firefox/19.0.2/WINNT/en-US/

Extensions

  • CoolPreviews 3.9 ({CE6E6E3B-84DD-4cac-9F63-8D2AE4F30A4B})
  • Personas 1.6.5 (personas@christopher.beard)
  • Troubleshooter 1.1a (troubleshooter@mozilla.org)
  • Cooliris 1.12.3.58254 (piclens@cooliris.com) (Inactive)
  • Microsoft .NET Framework Assistant 1.2.1 ({20a82645-c095-46ed-80e3-08825760534b}) (Inactive)
  • Move Media Player 7 (moveplayer@movenetworks.com) (Inactive)
  • Norton Toolbar 2012.5.12.5 ({2D3F3651-74B9-4795-BDEC-6DA2F431CB62}) (Inactive)
  • Norton Vulnerability Protection 11.3.0.9 - 3 ({BBDA0591-3099-440a-AA10-41764D9DB4DB}) (Inactive)

Javascript

  • incrementalGCEnabled: True

Graphics

  • adapterDescription: NVIDIA GeForce 9500 GS
  • adapterDescription2:
  • adapterDeviceID: 0x0644
  • adapterDeviceID2:
  • adapterDrivers: nvd3dumx,nvwgf2umx,nvwgf2umx nvd3dum,nvwgf2um,nvwgf2um
  • adapterDrivers2:
  • adapterRAM: 512
  • adapterRAM2:
  • adapterVendorID: 0x10de
  • adapterVendorID2:
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  • directWriteEnabled: True
  • directWriteVersion: 7.0.6002.18592
  • driverDate: 10-2-2012
  • driverDate2:
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  • driverVersion2:
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  • isGPU2Active: False
  • numAcceleratedWindows: 3
  • numTotalWindows: 3
  • webglRenderer: Google Inc. -- ANGLE (NVIDIA GeForce 9500 GS)
  • windowLayerManagerType: Direct3D 10

Modified Preferences

  • accessibility.typeaheadfind.flashBar: 0
  • browser.cache.disk.capacity: 1048576
  • browser.cache.disk.smart_size.first_run: False
  • browser.cache.disk.smart_size_cached_value: 1048576
  • browser.display.background_color: #C0C0C0
  • browser.display.use_system_colors: True
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  • browser.places.importBookmarksHTML: False
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  • browser.places.leftPaneFolderId: -1
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  • browser.places.smartBookmarksVersion: 4
  • browser.places.updateRecentTagsUri: False
  • browser.search.useDBForOrder: True
  • browser.startup.homepage: http://go.microsoft.com/fwlink/?LinkId=69157
  • browser.startup.homepage_override.buildID: 20130307023931
  • browser.startup.homepage_override.mstone: 19.0.2
  • dom.ipc.plugins.enabled.npcoolirisplugin.dll: False
  • extensions.lastAppVersion: 19.0.2
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  • privacy.cpd.formdata: False
  • privacy.cpd.history: False
  • privacy.cpd.sessions: False
  • privacy.item.cache: True
  • privacy.item.downloads: False
  • privacy.item.formdata: False
  • privacy.item.history: False
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  • privacy.sanitize.migrateFx3Prefs: True
  • privacy.sanitize.promptOnSanitize: False
  • privacy.sanitize.sanitizeOnShutdown: True
  • privacy.sanitize.timeSpan: 0
  • security.warn_viewing_mixed: False

Misc

  • User JS: No
  • Accessibility: No
cor-el
  • Top 10 Contributor
  • Moderator
10762 solutions 96861 answers

Reload web page(s) and bypass the cache to refresh possibly outdated or corrupted files.

  • Press and hold Shift and left-click the Reload button.
  • Press "Ctrl + F5" or press "Ctrl + Shift + R" (Windows,Linux)
  • Press "Command + Shift + R" (MAC)

Clear the cache and the cookies from sites that cause problems.

"Clear the Cache":

  • Tools > Options > Advanced > Network > Cached Web Content: "Clear Now"

"Remove Cookies" from sites causing problems:

  • Firefox/Tools > Options > Privacy > Cookies: "Show Cookies"

Start Firefox in Safe Mode to check if one of the extensions (Firefox/Tools > Add-ons > Extensions) or if hardware acceleration is causing the problem (switch to the DEFAULT theme: Firefox/Tools > Add-ons > Appearance).

  • Do NOT click the Reset button on the Safe mode start window or otherwise make changes.

Question owner

Thank you for the suggestions.

Clearing cache and cookies did not help. Problem persists when I try to open these e-mail newsletters in Firefox in Safe Mode. The problem also occurs if I try to open these newsletters in another computer (different network) using Firefox.

Further suggestions would be welcome.

cor-el
  • Top 10 Contributor
  • Moderator
10762 solutions 96861 answers

Create a new profile as a test to check if your current profile is causing the problems.

See "Creating a profile":

If the new profile works then you can transfer some files from an existing profile to the new profile, but be careful not to copy corrupted files.

Question owner

Thanks for the suggestion. However, the new profile makes no difference.

cor-el
  • Top 10 Contributor
  • Moderator
10762 solutions 96861 answers

It is possible that images are embedded in a way that is not compatible with Firefox.

You would have to inspect the raw page source to check this.
Missing text can be caused by a problem with a specified font that isn't working.

Question owner

Thank you for the suggestion. With respect to the missing text, I would point out that the text does appear (missing some of the formatting and the diagrams) when I click on the Reply button after opening the e-mail newsletter. That strongly suggests to me that the issue is other than the font. I also am doubtful that the images are embedded in a way that is not compatible with Firefox (they show up on Internet Explorer and the show up on newsletters prior to the last 2). However I don't know how to inspect the raw page source in any meaningful way. Can I forward this newsletter to you for further inspection?