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Quick Tips: The case of the vanishing email

Another post in our Quick Tips series, offering helpful tips for getting the most out of your Intermedia services. This edition talks about the mystery of missing message bodies in Outlook and how you can solve the issue.


When message bodies disappear

Sometimes I hear strange tales of emails appearing blank or normal messages being found in the Deleted Items folder, or even in Junk Mail. This can happen in Outlook or OWA, but don’t worry, I’ll show you how to fix it.

The issue of message bodies disappearing in Outlook is commonly caused by two types of antivirus software: AVG and NOD32.

It happens like this:

  1. A message arrives in the Exchange mailbox and is synchronized with Outlook.
  2. The AVG or NOD32 add-in, which is added to Outlook automatically if you have the software installed, deletes the message body.

“But how does this effect OWA?”, you ask. “Surely that’s a server thing.” Outlook’s ability to synchronize mail across devices and platforms means that the message is then synchronized with the server, so it is also synchronized with OWA and with wireless devices.

To prevent message bodies from disappearing, you need to remove the AVG or NOD32 add-in from Outlook. Sadly nothing can be done for the messages that have already disappeared. The add-ins mentioned here delete message bodies permanently.

When messages are mislabeled as Junk Mail

If mail is suddenly going to Junk Mail, check Outlook’s own Junk Mail settings, right in the program. To get there, on the Home ribbon, select Junk Email Options > Options from Junk drop-down (to the left of the Delete icon).

Try setting this to “No automatic filtering”. Your Exchange email is already being filtered by Advanced Email Security, so this setting generally leads to more confusion than help.

Want to learn more? Visit our KnowledgeBase:


Still on-prem? Email is better from the cloud.

There’s a New Standard for business email…one that offers enterprise-grade security, a 99.999% uptime SLA and 24/7 access to experts that can answer all of your questions. Moving your email to the cloud with Intermedia is just the first step. Learn how your company stacks up with our handy assessment. And if you have any questions, you can give us a call at 800-379-7729.

About The Intermedia Team

Intermedia is a Unified Communications as a Service (UCaaS) and business applications provider hyper-focused on delivering easy-to-use and secure communication and collaboration solutions to SMBs and the partners that serve them. More than 120,000 business customers and 6,600 active partners rely on Intermedia for greater reliability and productivity.