Windows LIve mail is not showing messages from email sent from MAC computers. Windows Live Mail sometimes doesn't show the entire email.

I have suddently developed a problem where the message is not visalbe in email sent from a Mac computer. I can only see the message if I hit the forward button, then suddendly it appears. I can also see the message if open the email and look at the message source of the email. But in the preview pane or when I "open" the email to full screen, the message is not showing.

And when I do try to reply to these emails, I can type a few characters and then it stops/freezes. If I type and character and backspace it stops or freezes. It's no fun when I get an email from a client who is Mac based and I can't read their email without jumping through hoops, or have to ask them to resend their email, close Live Mail, go the the web portal that my ISP proivdes for my email mail account in order to read the email.

 

I also get enewsletters that I have subscribed to that come across totally blank. Same thing, see everything in the message source, but nothing in the email.

 

 

 

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Last updated September 3, 2018 Views 3,237 Applies to:

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Hi Donna-chi,

We sincerely apologize for not being able to answer your concern in a timely manner. We are experiencing high contact volume at this time which has caused our delayed response.

I would like to ask additional details regarding your concern for us to investigate the issue.

> Have you tried to access your account using a web browser? does the same issue happen?
> Have you tried to access your account using another computer? does the same issue happen?
> Have you tried to access other accounts in Windows Live Mail? does the same issue happen?
> Did you encounter any error message? If yes, please provide the exact error message.

Your patience is highly appreciated and we will work toward fixing this situation for you.

Thanks!





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I have exactly the same issue - emails from MACS do not display in Windows Live Mail
Alan D

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This could be the long-standing problem with Type 1 (PostScript) fonts. [I think the root cause is an old licensing/copyright dispute between MS and Adobe/Monotype (?) about the Helvetica/Arial similarities, although I can't find any references ATM to back this up.]

If you have Type 1 versions of Helvetica (and perhaps Times and/or Courier) installed, Internet Explorer 9 won't render text styled to use those fonts. WLMail uses IE to display HTML markup. The solution is to uninstall the Type 1 fonts or otherwise hide them from Windows.

Check the message source (in WLMail, select a message in the folder pane and press Ctrl-F3). Look for font styles or tags calling for Helvetica (and variants lke Helvetica-Neue) ahead of other options like Arial and Sans Serif. 

Noel Burgess | Certified Pedant | Claims to know a bit about Windows Live Mail

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1. Yes, I have accessed the mail using a web browser ... both through AT&T net (where my main email account is) and through GoDaddy’s mail portal (where secondary accounts come from) and NO I don’t have the same problem. Messages are perfect.
2. No, I haven’t tried another computer, because I only have the one desktop. My son doesn’t have Windows Live Mail installed on his computer. So the only other way to see these emails is through a web browser.
3. I have multiple accounts that either go through the AT&T servers or the GoDaddy servers. YES, the problem is persistent regardless of which account the emails come through. I am assuming that you are referring to other email accounts that I have set up in Windows Live Mail. I do not use any gmail, yahoo or hotmail accounts.
4. No, I don’t get any error messages. Just blank emails.
- I first experienced this problem with some subscription emails and assumed it was a problem with the email service provided used by the sender.
- In the last three months I began having problems with email message coming from Mac computers. And these are people I know for sure are using Macs and only Macs. And it only happens with email from these senders. The message is totally invisible, until I hit reply or forward. Then I can read the message. However, if I leave that window open for more than 60-90 seconds, the message vanishes. OR even more interesting, every time I hit reply or forward different parts of the message are visible, or it’s scrambled. I still have the occasional subscription email that comes through blank or won’t show images, but it’s the mail from clients that is making me crazy!
- An if I do try to reply, I can only type a few characters and the message freezes .. can type any additional characters, can’t backspace.
5. I am inclined to think this problem may be associated with all the problems I am also having with IE9. I no longer can open any facebook pages in IE9. I get messages from websites that I am using an older version of IE and should update to IE9 ... in other words, those websites aren’t recognizing IE9. I get webpages that open to totally black or white screens. I get “IE refreshed the page in compatibility mode” messages on 90% of the web pages I open. I can’t reinstall from the Microsoft Website, because it is already install. I need to find out out to uninstall IE 9 and reinstall it as I either have to go 100% with Google Chrome or fix IE9. I am tired of using 2 web browsers to get my work done.
 6. I updated my grapics card drivers, thinking that may be a problem, but it didn't make a difference.
 
7. A response below thinks postscript Helvetica fonts may be the issue. I installed Windows 7 in June 2010 along with Windows Live Mail. As a designer, I have been using postscript type 1 fonts since 1998 .. through Win98, Win ME, WinXP and now Win 7 ... and have never had this problem until three months ago.
 
8. I use Extensis Font Manager, and it too has been installed for some time. I have considered a font problem, but it wouldn't be with Helvetica as I Win 7, Windows Live Mail and Helvetic postscript fonts lived happliy together for two years.
 
Operating system: Windows 7, 64 bit.
RAM 8 GB
Intel Core Duo process (8400, 3 gHz each CPU)
Asus P5 Pro motherboard
NVIDIA GeForce 9600 graphics card, 512 mb (which has worked perfectly and handles all my 300 mb Photoshop files without so much as a flicker)
if that helps.

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OK .. checked the message source, all the emails were generated with Apple Mail. Yes, they have helvetica and times new roman. However, more interesting ...

 

mail I received back in Feb, Mar, April ... that I know I could read then, the messages are totally gone.

 

however, messages from these people that were in reply to an email I originally sent, are all still visiable.

 

And if this is also an problem with IE9 .. why can I see the messages in web-based mail?

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I don't know how you'd go about it, but can you find some way to hide the Helvetica Type 1 fonts from Windows just to see whether that makes a difference? I've no idea how Extensis works, but basically you have to make sure that Windows can't find the .pfm and .pfb files involved - perhaps renaming them temporarily, then rebooting before reading these messages in WLMail.

Webmail uses different methods for rendering fonts, so that's no evidence that this isn't the problem.

The problem came to the surface with IE9. When did you upgrade? Is IE fully up to date (mine is at update 9.0.9 - KB2722913)? I remember similar cases from soon after the introduction of IE9 last year, but sadly all the documentation was ditched when these forums were set up earlier this year.

Noel Burgess | Certified Pedant | Claims to know a bit about Windows Live Mail

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I am so fed up with Windows Live Mail and IE9 I could scream. I installed IE9 when it first came out. I had a problem with sites not recognizing that I had IE9 installed and that I needed to install it. Somehow I was able get a real person on the phone an he had me run two .bat files (he explained that something didn't register correctly). But IE9 has become slow and broken again. I do have version 9.0.9 as well.

At any rate, I had all my helvetica fonts (postscript type1) installed and activated when I first installed IE 9. And even though I was having problems with IE9 last year after first installing, I didn't have any problems with Windows Live Mail.

The problems with IE9 surfaced again back in May. The email problems started shortly thereafter.

I did have one font that I tried to install in April that gave me fits ... Veener .. .that was an open type font. If any font is involved, I would have to think it's that one.

But, in my heart, I think it's all related to IE9 and the only solution is to totally uninstall and reinstall both IE9 and Windows Live Mail.

And if that doesn't work ... I'll be a Chrome girl and find some other email program.

But thanks for tips. Unfortunatley, I have a complete Helevetica Neue set of fonts, plus some plain jane Helvetica fonts that I used heavily in my design work. I can't afford to change the file names on 70 fonts and take the chance of corrupting them. Can't afford to re-purchase them again.

I do recall some information I came across about postscript type 1 fonts possibly not being compatible with Win7 ... and is why I only purchase open type fonts and have been doing so for the past few years. But all my type 1 fonts have been working without problem in all my programs.

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I wasn't suggesting you should do anything permanent with your Type 1 fonts - only to conduct a few tests to be sure that this was the cause of the problem.

I don't know why you didn't have problems with IE9 for more than a year. However, MS said in June last year that they didn't plan to fix this particular bug then but would consider fixing it in the future.

On a practical note, each of the Adobe CS programs has its own fonts folder and there is also a fonts folder in Common files > Adobe. Fonts that are only in these folders will be available to the Adobe programs but not to Windows in general. I don't know whether your fonts are actually present in the Windows Fonts folder, or whether you only have shortcuts there. If the latter, it wouldn't be too difficult to remove the shortcuts to the Type 1 fonts and put them in the program-specific fonts folder(s) instead.

At any rate, you're not alone.

 

Noel Burgess | Certified Pedant | Claims to know a bit about Windows Live Mail

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Thank you so much, ¡Firedog.

I've had this problem (empty mails) myself for a long, long time and have not been able to find a solution, other than downgrading IE to version 8. This worked until I installed Windows 8, where it is no longer possible to use anything but IE10.
I sent a question to MS about it months ago but they couldn't help, until yesterday when they told me to check this thread.
Helvetica, type 1, that's it! Uninstall and every single mail now shows as expected.

The font files connected to Helvetica are

hv______.pfb och HV______.PFM
hvb_____.pfb och HVB_____.PFM
hvbo____.pfb och HVBO____.PFM
hvo_____.pfb och HVO_____.PFM

Not sure if all of them are involved, or if it is only one of them.
Other flavours of Helvetica (Condensed or Helvetica Neue for example) don't seem to affect mails, neither does TrueType.

Thank you once again for helping me finding a solution to this small but very irritating issue.

/Ronny Axelsson

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Thanks for posting here. I hadn't heard of ay other complaints about this weird behaviour, so I assumed it had gone away with an update to IE9 or the introduction of IE10. It's interesting to learn that the problem is still there in WLMail, and that the workaround is still the same.

Noel Burgess | Certified Pedant | Claims to know a bit about Windows Live Mail

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