Email display issue for icloud/mac/me addresses

[katrin_p]

Hi,

since the beginning of April we have an issue with our emails not displaying properly (just garbled up code is displayed) for patrons who have icloud.com/mac.com/me.com email addresses. The issue seems to only arise when the email is viewed via the app as the emails display fine on MAC when viewed via the browser. Patrons who experience the issue seem to be on IOS version 12.3.1. They don't have this issue with emails from other senders. Below is an example of what the email looks like that the patrons receive. We haven't changed our email code, sender address or anything else that would explain this issue.

Content-Type: multipart/alternative;

>    boundary="----=_NextPart_525_D857704A.D857704A"

> X-MANTSH: 1TEIXWlwZGVoaGkNHB0tNT0ReQ0QeHhofEQpMQxcbHQQbHhgEGxMfBBkYEBseGh8

> aEQpMWRcHHBEKWUQXb2kYSX5QQE9bbRgRCllNF21YT1MRCllJFxpxGhAadwYHGBxxGBkQHhl3B

> hgaBhoRClleF2xseREKQ04Xa29/QU9EWRxcE08aZ0ByHF0ec3pQZmB4Glllc05PGFsRClhcFxk

> EGgQeGQcdHBJLHR8fSQUbHQQbHhgEGxMSBBsaGhAbHhofGhEKXlkXf3B8S2IRCk1cFx4fGhEKT

> FoXeHpdQV0RCkVZF28RCkxfF3oFBQUFBQUFBQVDEQpMRhdFa2sRCkNaFxsdGAQSGAQYHhgEGRk

> RCkJeFxsRCkJGF24SeHtQRGd/RWdMEQpCRxdoYBNnZVhAGX9SXREKQlwXGxEKQksXYWZAf19GX

> R5tWlwRCkJJF2hpQGdZSWtQemhGEQpCRRduEmxeXntdXmtAaBEKQk4XaGlAZ1lJa1B6aEYRCkJ

> MF2dAQB1pe15Cf1prEQpCbBdvfGBwaFB4GkceSBEKQkAXYnpkGUFpE21ZQkwRCkJYF2hjG0ZrH

> k8bfE1dEQpwZxdla3h6Y2JyHGdsEhAaEQpwaBdiUhtkUxJSXB1lQxAaEQpwaBdlUkl/Ek9Yblg

> bbhAaEQpwaBdkbFBtEkVoQkRhGxAaEQpwaBdvQkB9WmQZZwVSWhAaEQpwaBdsTlBwbU5THFpMb

> hAaEQpwfxdoRm58WRJvQm9jRBAeEhEKcF8XZ38bQR56TkNgbwEQGRoRCnB9F2BlQlB+XVJBWUR

> 7EBoRCnB9F2QTY19jH2ltXxwYEBoRCnB9F2BObVlsTEFuXFlgEBoRCnB9F2NJX0RCXxp/Y19PE

> BoRCnB9F2Jsf2hATX0fRQVmEBoRCnB9F2hGQ1tdH09OU2BiEBoRCnB9F2RETmJLYW9+bxpMEBo

> RCnB9F20YeFhnRFNHaFlwEBoRCnB9F2Ucbk19bn9+SU1AEBoRCnB9F2tMTURvUhxfU2EeEBoRC

> nB9F3ocXRkac2MBG2VcEBoRCnB9F3pheWljYm0ZbF5mEBoRCnB9F20aaGtFHGlvH3hEEBoRCnB

> 9F2EYR0lzcmtcWG5uEBoRCnB9F2dvfRt7Zmh+HEcaEBoRCnB9F2luT2UeGmceYk9eEBoRCnB9F

> 2RneWNOeGIBaBNCEBoRCnB9F2dHeGVYGU8ZGx8SEBoRCnB9F2NtHWRyYExbel5OEBoRCnB9F2J

> 9WUF8QlxgSW1tEBoRCnB9F2NsX1AcQ3BwGX1IEBoRCnB9F2ZzYHJAeHJPcxMTEBoRCnB9F2l5X

> UFEcmdgT0xsEBoRCnB9F2xTbG1mH21CTx4eEBoRCnB9F2BIQ2hTbUZDR1hMEBoRCnB9F2JwU0F

> tBV9ufxIeEBoRCnB9F25vfmUbQUNtf0ceEBoRCnB/F21DZWQYZkhNYX8aEAcbGB4RCnBfF2VkY

> GhlSU1bWgFvEAcbGxIRCnB9F2ZMbnt+Xkt+Y2xPEAcbGhsRCnBsF2R9elx8YERFQGdlEBoRCm1

> +FxoRClhNF0sR

> X-CLX-Shades: Grey

> X-CLX-UShades: None

> X-CLX-Score: -6

> X-CLX-UnSpecialScore: None

> X-CLX-Spam: true

> X-Proofpoint-Virus-Version: vendor=fsecure engine=2.50.10434:,, definitions=2019-07-17_11:,,

> signatures=0

> X-Proofpoint-Spam-Details: rule=notspam policy=default score=0 suspectscore=60 malwarescore=0

> phishscore=0 bulkscore=100 spamscore=0 clxscore=-6 mlxscore=0

> mlxlogscore=999 adultscore=0 classifier=spam adjust=0 reason=mlx

> scancount=1 engine=8.0.1-1812120000 definitions=main-1907170263

> x-spam-flag: yes

>

> This is a multi-part message in MIME format.

>

> ------=_NextPart_525_D857704A.D857704A

> Content-Type: text/plain;

>    charset="utf-8"

> Content-Transfer-Encoding: quoted-printable

>

> The Mormons are coming back to Brisbane in January   =E2=80=8C =E2=80=8C =

> =E2=80=8C =E2=80=8C =E2=80=8C =E2=80=8C =E2=80=8C =E2=80=8C =E2=80=8C =E2=

> =80=8C =E2=80=8C =E2=80=8C =E2=80=8C  =E2=80=8C =E2=80=8C =E2=80=8C =E2=80=

> =8C =E2=80=8C =E2=80=8C =E2=80=8C =E2=80=8C =E2=80=8C =E2=80=8C =E2=80=8C=

> =E2=80=8C =E2=80=8C  =E2=80=8C =E2=80=8C =E2=80=8C =E2=80=8C =E2=80=8C =E2=

> =80=8C =E2=80=8C =E2=80=8C =E2=80=8C =E2=80=8C =E2=80=8C =E2=80=8C =E2=80=

> =8C  =E2=80=8C =E2=80=8C =E2=80=8C =E2=80=8C =E2=80=8C =E2=80=8C =E2=80=8C=

> =E2=80=8C =E2=80=8C =E2=80=8C =E2=80=8C =E2=80=8C =E2=80=8C  =E2=80=8C =E2=

We have tried to set the email format on the patrons account to HTML but that didn't make a difference at all. Does anyone have any idea what might cause the emails not to display properly?

Thanks and kind regards

Katrin

[Jonathon_wodnicki]

Hi,

When you view message source, is there a boundary at the very end?

Should be same as others, and suffixed with --

----=_NextPart_525_D857704A.D857704A--

In the headers, is mime specified?

MIME-Version: 1.0

Thanks,

-Jon

[katrin_p]

Hi Jon,

there is a boundary at the very end and the below is also in the message source:

Thanks

Katrin

[Jonathon_wodnicki]

Hi,

Are the final boundary and mime mail header in the message?

Thanks,

-Jon

[katrin_p]

Hi Jon,

they are in the same message.

Thanks

Katrin

[Jonathon_wodnicki · Accepted solution]

HI,

It has to be a higher degree of strictness in the ios mail app that's causing the bad render.

There are 3 suspects that could've corrupted the message here:

• Sending MTA (Adobe Campaign)- Least likely if using the software normally.
• Mail relay- Most likely, if in place on the sender side (not common). Check instance configuration to see if smtp relay's used, can also be seen in message headers.
• ISP- There are CLX and Proofpoint headers in the message, could be filtering gone awry. Easy to verify, just send to a gmail address and open in your ios client.

Thanks,

-Jon

[katrin_p]

Thanks Jon for your suggestions. I will check them and let you know how I go.

Regards

Katrin