NOD32 v3 and Outlook - Emails are intermittiently blank or missing half

Discussion in 'ESET NOD32 Antivirus' started by jkaris, May 14, 2008.

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  1. jkaris

    jkaris Registered Member

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    My guess is that it has to do with the scan on "read" emails. It is intermittent and users get a blank email or an email missing a large portion.
    Tonight, I got an email and in the little outlook preview window that pops up in the taskbar (by the clock), the mail read fine, but when I switched to Outlook to read it, the mail was almost blank. It's like NOD32 is glitching and stripping out part of the message, or all of it entirely.

    Platform is XP Pro SP2 and Outlook 2003. SMTP/POP3.
     
  2. jkaris

    jkaris Registered Member

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    Well, I turned off "read" scanning and I got another half blank message. It was from the same sender too though, so maybe there is something with the way his mail client promed the message that NOD32 didn;t like. But regardless, it shouldn't be nuking my messages.
     
  3. Eryan

    Eryan Eset Staff Account

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    Hi, I've seen this once before. The following steps fixed it:

    Open Outlook, click "Tools" -> "Options" and then click the "Mail Format" tab. Deselect the "Use Microsoft Office Word 2003 to edit e-mail messages" check box.

    If this works, let us know so that we can investigate this issue further. -thanks!
     
  4. jkaris

    jkaris Registered Member

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    I made the change and will let you know if this resolves the issue. If it does, how long do you folks anticipate before you will have a fix for it?
     
  5. Marcos

    Marcos Eset Staff Account

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    Also make sure that you're using the most current version 3.0.657 released yesterday. It's downloadable from the ESET's download page.
     
  6. jkaris

    jkaris Registered Member

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    Didn't work, although it is happening less now. I am still on 3.0.621.0 though. I am hesitant to upgrade to the latest version though to try that, due to all the reports of cpu issues.

    Any other ideas?
     
  7. FatalSaviour

    FatalSaviour Registered Member

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    I'm also getting this on 5 PCs and 1 Laptop, running Windows Vista Ultimate x64 SP1, Outlook 2007, ESS 3.0.667.0 and retrieving e-mails through POP3. We also get blank e-mails intermittently.
    When viewing the source of the e-mail in Outlook, it appears that all of the body has been completely stripped.

    Has any progress been made on this? We can't afford for this to continue I'm afraid, so will have to look elsewhere if no solution is available!

    Thanks in advance
     
  8. Marcos

    Marcos Eset Staff Account

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    Does the problem go away after diasbling the email protection? If not, could it be that your company/ISP is using Kerio Mail Server?
     
  9. YeOldeStonecat

    YeOldeStonecat Registered Member

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    Have you fully updated Microsoft Office through Microsoft updates?
     
  10. FatalSaviour

    FatalSaviour Registered Member

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    Hi Marcos,

    Thanks for replying. The blank e-mails are intermittent - maybe 1 or 2 a day on each machine, but I can confirm that on the 1 machine that I have disabled e-mail protection on, I haven't received any more blanks yet.

    Office is fully updated with Microsoft Updates turned on. :)
     
  11. Siliconbullet

    Siliconbullet Registered Member

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    We are seeing similar issues with NOD32.

    Our client is using VPOP3 as the mail server, but with Goldmine and Outlook the email clients. With Goldmine the VPOP3 server registers errors as if the pop conversation has been cut short on the client side - and it can happen at random stages in the client/server pop conversation.

    With Goldmine client reducing the NOD32 email compatibility to its highest level seems to be a workaround and with Outlook reducing the email compatibility to the mid-level seems to have resolved this.

    I am not happy with this and suspect that NOD32 is at fault.

    Paul.
     
  12. jkaris

    jkaris Registered Member

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    We moved to 3.0.669 and I set the POP3 Compatibility to Maximum Compatibility and that finally resolved the issue for us. Move the slider all the way to the left and you should be good to go.
     
  13. layman

    layman Registered Member

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    I have just observed a couple of electronic tickets from Delta "go poof" when opened in Outlook. The message arrives with an attachment, but loses the attachment when opened. The body of the message appears normal initially, but vanishes once the message is closed, the message having been completely gutted.

    Finding this thread, I've moved the POP3 compatability slider hard left. We'll see. Can't say for certain that the AV is at fault, but it looks mighty suspicious given that some of the rest of you are having similar problems.
     
  14. jkaris

    jkaris Registered Member

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    It's definitely the NOD32. Not sure what else may be in the mix to cause the conflict, but it is the NOD32 and Outlook combo that caused it everytime.
     
  15. FatalSaviour

    FatalSaviour Registered Member

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    I've also moved the POP3 compatibility slider to the left. We'll see what happens.
    It's definitely something to do with ESET unfortunately. After 7 completely clean installs, with everything working fine initially, these symptoms only appear after ESS has been installed.
     
  16. chrisf

    chrisf Registered Member

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    I am also having this problem and I think it is NOD32 related. I have Outlook 2003 with SP3 without addins. This issue started after install NOD32 3.
     
  17. mkracker

    mkracker Registered Member

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    I have a variety of configurations and it ~seems~ like we didn't have a problem with Outlook 2003 and NOD32 v2. When moving users over to Outlook 2007 and NOD32 v3 people started to complain about messages being blank or 1/2 blank. Any update on this? I did change the configuration, on several clients that reported problems, to uncheck the "Received email" and "Read email" options. Today I had a user in that confiruation report another blank e-mail. I also had a user report a blank e-mail while using only OWA. Who all has NOD32 installed on their Exchange (2007) servers?
     
  18. Tiffy

    Tiffy Registered Member

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    Hi. Did anyone find a solution to this?

    I am also suffering this problem on a few client machines.

    It is very intermittent. A client would recieve an email that is blank, although the preview popup shows the content fine.

    When the sender resends the email, it is fine, so it isnt an email content issue.

    Clients are running XP pro SP2, Outlook 2007 SP1, NOD32 V3.0.684.0

    Thanks.

    Dan.
     
  19. Tiffy

    Tiffy Registered Member

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    I have also just learned that existing emails already in the users inbox which did contain text is now also blank.

    Very worrying!
     
  20. cantankrs

    cantankrs Registered Member

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    Are you saying that opening a specific email and closing it and reopening it produces the same symptom everytime, whereas opening some other emails have no problems at all?
    Or
    Are you saying that any email may intermittently display correctly but then play up during a later attempt to view that same email, and then be OK later still?

    Consensus seems to be that NOD32 is the problem so to prove that have you (for those using POP3) tried copying and opening the PST into Outlook on another machine and see if it works fine (maybe one with different AV installed), or disconnected from your Network and disabled or uinstalled NOD32 for a bit and tried using Outlook again to see if works fine?

    I encountered a customer whose Outlook would preview but not open ANY emails, along with other wonky behaviour with addressbook, etc, - seemingly being a screwy OL problem. And it came back shortly after he bought a replacement PC (another IBM) and the store tech brought his files and email across to the new PC. Yet opening his PST on my machine was fine. I finally uninstalled his McAfee that he'd clung to devotedly all the time and no probs so I changed him to ESS (because I kinda like NOD but Boy am I peeved at it not blocking these dodgy AV Clients for the last 6 months or more) and all good since. He did indicate the machines came shipped with Norton originally.
     
  21. Tiffy

    Tiffy Registered Member

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    Thanks for your reply.

    I am sure NOD32 is the problem as I have removed Symantec Endpoint from all clients and rolled out NOD32 in the last few weeks. This problem has started since this change. I am very happy with this decision so far, but am concerned with this issue as more and more clients are reporting the problem.

    What happens exactly is, the client recieves an email. The preview popup shows the email content fine, but when the user opens the email the body is empty.

    This does not happen constantly, but about 2 emails per day on each client are affected.

    We are using Exchange 2003 so Pop3 isnt used.

    This happens to both external emails and Internal.

    I have since disabled the Outlook client on affected machines, but the problem still persists.

    I will export a pst file and see if the blank email appears in that, but if there are any other suggestions I am willing try!

    Thanks for your help.
     
  22. lumpeh

    lumpeh Registered Member

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    I had this the other day with just one user of a global email with NOD 2.7 installed. Couldnt work it out at all why it had done it. o_O
     
  23. cantankrs

    cantankrs Registered Member

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    Tiffy, Did you get any further? While I appreciate that you've honed down to ESET being the coinciding cause, have you tried exporting to a PST, or tried using another machine to open the user's exchange emailbox that's affected? I'm curious to know whether the original email message/s have been damaged by the symptom, or whether they're still fine, and that it's an issue with the display of the email message/s instead.
     
  24. Tiffy

    Tiffy Registered Member

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    Hi.

    Yes I have exported a .pst file to my machine opened it and the same email is still blank.

    The issue is now with Eset Support. They are aware of the problem and hopefully working on a fix.

    Thanks for your help.

    Dan.
     
  25. rabidengineer

    rabidengineer Registered Member

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    Hi there... Currently experiencing the same problems.. An overview of the set up..

    My company is running Kerio mail server on Win 03. My PC is Vista Ult x64 with Outlook 2003 and Nod 3. I also have a Mac with Thunderbird and no Nod AV on it.

    When a customer sends me an e-mail with HTML involved, the Mac through Thunderbird can see it fine, all the details are there. Through the webmail of Kerio, that is fine too.

    When I go over to Outlook, the first time I look at the e-mail, it is OK. I can stay looking at that message or go to another one, but a short time afterwards (it varies from seconds to a few minutes), if I go back to this original e-mail, the body text has been removed and replaced with the Eset NOD release and virus defs timestamp. Any graphics that were in the original e-mail are now jpeg attachments.

    Looking at it through the webmail side of things and that confirms the message has been butchered. Though strangely the Mac/Thunderbird combination still has the HTML formatted message with the body text, but this could be it is caching it.

    But after that point, Outlook/webmail side will not bring back the body of the message.

    I have even taken the Vista box up to Beta 4 and that doesn't seem to have cleared it.

    The common elements here are Kerio/Outlook and NOD. As the message appears in with no problems, it makes me think Kerio is doing its job. This leaves Outlook and NOD, and as the last thing the message shows is the NOD notice, makes me think it isn't adding the text properly, more replacing it.

    Any ideas? Many thanks in advance.
     
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