This article applies to:

• Trustwave MailMarshal (SEG)

Question:

• Why are encrypted PDF attachments being removed from emails sent and garbled text added to the body of the message? 

Information:

This problem can occur when messages are sent in Rich Text Format (RTF) with certain versions of Exchange Server. RTF content is generally not supported for Internet transmission, but some Exchange servers do not correctly update the message body.

Resolution:

If you experience this issue, ensure the email is sent without RTF enabled. Follow the steps below to disable RTF in Microsoft Outlook:

NOTE: The instructions are for Microsoft Outlook 2003. The instructions may differ if you are using a different version of Outlook.

1. Open Outlook and click Tools. Select the Mail Format tab.
2. Select Plain Text from the Compose in this message format field. Click OK.