White space being added to email footer

Unanswered Question
Mar 8th, 2010

Hi,

I'm having a bit of an issues with white space and email footers. This might get confusing trying to explain, but here goes...Any outbound email from certain domains are tagged with a plain text disclaimer which works fine, it arrives at the destination as it should do (hotmail.com for example) with the disclaimer intact. The email is then replied to and all of a sudden a few lines of white space (or extra break lines?) will be added to the disclaimer. The message is then replied back (so its gone out, then back in and out again) where another disclaimer is applied under neither. When the message is replied back again from hotmail the first disclaimer has twice as much white space in it before and the second disclaimer has a few in. The bigger the email thread the more white space is added and its getting to a point that small conversation emails are over 3MB in size due to this.

I've spoken to the ironport support but they claim that its getting misformatted from the other side as its converting the plain text to HTML so thats as far as they'll go (other then recommend me come here). It happens from any client thats replying back in HTML/real text and its causing us and our customers a lot of problems.

Has anyone had a similar problem before with something like this or any ideas of what to try to resolve?

Below is an example of what I mean which shows the problem better then I can explain it

--------------------------------------------------------------------------

reply 3


From: [email protected]
To: [email protected]
Date: Mon, 8 Mar 2010 15:16:09 +0000
Subject: RE: test

Reply 2

From: Andrew Bennett [mailto:[email protected]]
Sent: 08 March 2010 15:16
To: Andrew Bennett
Subject: RE: test

reply 1


From: [email protected]
To: [email protected]
Date: Mon, 8 Mar 2010 15:13:30 +0000
Subject: test

test

This communication and any attachments contain information which is confidential and may

also be privileged. It is for the exclusive use of the intended recipient(s). If you are

not the intended recipient(s) please note that any form of disclosure, distribution,

copying or use of this communication or the information in it or in any attachments is

strictly prohibited and may be unlawful.



If you have received this communication in error, please return it with the title received

in error to [email protected] then delete the email and destroy any copies of it.



E-mail communications cannot be guaranteed to be secure or error free, as information

could be intercepted, corrupted, amended, lost, destroyed, arrive late or incomplete, or

contain viruses. We do not accept liability for any such matters or their consequences.



Anyone who communicates with us by e-mail is taken to accept the risks in doing so.



All correspondence is supplied on a confidential basis and remains the property of

Test site.  Opinions, conclusions and other information in this e-mail and any

attachments which do not relate to the official business of the firm are neither given

nor endorsed by it.



Regardless of content, this e-mail shall not operate to bind Test site to any

order or other contract unless pursuant to explicit written agreement.





 


We want to hear all your funny, exciting and crazy Hotmail stories. Tell us now

This communication and any attachments contain information which is confidential and may

also be privileged. It is for the exclusive use of the intended recipient(s). If you are

not the intended recipient(s) please note that any form of disclosure, distribution,

copying or use of this communication or the information in it or in any attachments is

strictly prohibited and may be unlawful.



If you have received this communication in error, please return it with the title received

in error to [email protected] then delete the email and destroy any copies of it.



E-mail communications cannot be guaranteed to be secure or error free, as information

could be intercepted, corrupted, amended, lost, destroyed, arrive late or incomplete, or

contain viruses. We do not accept liability for any such matters or their consequences.



Anyone who communicates with us by e-mail is taken to accept the risks in doing so.



All correspondence is supplied on a confidential basis and remains the property of

Test site.  Opinions, conclusions and other information in this e-mail and any

attachments which do not relate to the official business of the firm are neither given

nor endorsed by it.



Regardless of content, this e-mail shall not operate to bind Test site to any

order or other contract unless pursuant to explicit written agreement.





 


Not got a Hotmail account? Sign-up now - Free

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bobuck Mon, 03/15/2010 - 12:12

This is interesting I am working a case where just the opposite happens - the dislaimer has no CRLF and is on one long line.

...rob

davey.mark Tue, 03/16/2010 - 04:16

We are seeing a similar problem here.

our disclaimer does have a few CRLF in to stop is appearing on a single line, after a few replies it can appear with excessive white space between each line

davey.mark Thu, 03/18/2010 - 05:03

We have so far isolated this to being an issue with Outlook, when using word as the email editor.

OUr exchange team is trying to work out if this relates to a specific office update.

abennettuk82 Tue, 03/23/2010 - 04:28

From what have found out it appears to only happen with outlook 2007, outlook 2003 seems to be fine.

davey.mark Tue, 03/23/2010 - 04:59

In our environment it is an issue with Outlook 2007 or Outlook2003 with word as an Email editor.

It looks as if it started around the same time as our upgrade to AsyncOS 7.0.1-010

The formatting on the disclaimer for HTML messages appears to have changed from

 tags to 
tags on each line.
abennettuk82 Fri, 03/26/2010 - 03:16

Yes this definately started after upgrading to version 7.0.1-010 as well. Lets hope a fix is released for this soon.

davey.mark Fri, 03/26/2010 - 04:24

The indications I have had from support was that this is a Outlook issue, and there probably will not be a fix from Ironport, but bug 67312 has been filed.

As a workaround the gave I was told to add a disclaimer with html code in it to HTML message, see message from support below:

Workaround following, it's ugly but confirmed to work. When checking for HTML make sure to scan body and attachment (which makes it even uglier):

You have to create a separate version of the disclaimer text resource for HTML emails.

This version will need to have to be altered somewhat from the original version. First it must have a tag on top and a

 tag on the bottom. You would then convert the line breaks into 
tags.

So the example disclaimer below:

Disclaimer:

This is a disclaimer

Second line of disclaimer.

Would become:

Disclaimer:
This is a disclaimer
Second line of disclaimer.

You can then modify your content filter to look for an tag in the message and if found use the HTML disclaimer instead.

Since the CR/LF characters are no longer present in the HTML disclaimer, they are not duplicated as the email is forwarded or replied to.

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