The body of the e-mail message appears empty when you open an encrypted or a digitally signed e-mail message in Outlook 2003 (832355)

SYMPTOMS

If you open an encrypted or a digitally signed e-mail message in Microsoft Office Outlook 2003, the body of the e-mail message appears to be empty. This problem occurs when you use Outlook 2003 in Cached Exchange Mode. If you use Outlook 2003 in online mode, the content in the body of the e-mail message appears as expected.

CAUSE

This problem may occur if both of the following conditions are true:

You use the CryptoEx Outlook security add-in program. This third-party software is made by the Glück & Kanja Group. It is used to encrypt or to digitally sign e-mail messages.
Outlook 2003 is configured to use Cached Exchange Mode.

When the CryptoEx Outlook security add-in program tries to replace the original encrypted or signed e-mail message body with the decrypted content, the call is unsuccessful, and the e-mail message body appears to be empty.

RESOLUTION

This problem was first fixed in a hotfix that is now contained in a service pack. If you installed the latest Microsoft Office 2003 service pack, you do not have to install the hotfix.

Service pack information

This problem is corrected in Microsoft Office 2003 Service Pack 1.

To resolve this problem, obtain the latest service pack for Microsoft Office 2003. For additional information, click the following article number to view the article in the Microsoft Knowledge Base:

870924 How to obtain the latest service pack for Office 2003

How to obtain the hotfix

This issue is fixed in the Outlook 2003 Hotfix Package that is dated December 17, 2003. For additional information, click the following article number to view the article in the Microsoft Knowledge Base:

830003 Outlook 2003 hotfix package: December 17, 2003

WORKAROUND

To work around this problem, do not use Outlook 2003 in Cached Exchange Mode when you use Outlook 2003 with Microsoft Exchange 2000 Server or with Microsoft Exchange Server 2003. To turn off the Cached Exchange Mode feature, follow these steps:

Start Outlook 2003.
On the Tools menu, click E-mail Accounts.
Click View or change existing e-mail accounts, and then click Next.
Under the Name column, click the account that you want to modify, and then click Change.
Click to clear the Use Cached Exchange Mode check box.
Click Next, click OK, and then click Finish.
Quit and then restart Outlook 2003.

STATUS

Microsoft has confirmed that this is a problem in the Microsoft products that are listed in the "Applies to" section.
This problem was first corrected in Office 2003 Service Pack 1.

MORE INFORMATION

For additional information about the standard terminology that is used to describe Microsoft product updates, click the following article number to view the article in the Microsoft Knowledge Base:

824684 Description of the standard terminology that is used to describe Microsoft software updates

The third-party products that this article discusses are manufactured by companies that are independent of Microsoft. Microsoft makes no warranty, implied or otherwise, regarding the performance or reliability of these products.