Sign in with Microsoft
Sign in or create an account.
Select a different account.
You have multiple accounts
Choose the account you want to sign in with.


In Microsoft Exchange Server 2019 or Exchange Server 2016, when an email message contains special characters, such as <, >, &, and so on, they aren't encoded in the server generated RTF. As a result, the email message will miss some text. For example,

Have penicillin <500 mg per day.

will become:

Have penicillin

This issue occurs in one of the following scenarios:

  1. When you move message from primary mailbox to online archive.

  2. When you move a message back from an archive mailbox to the primary mailbox (cached).

  3. When you move a message from a shared mailbox (in online mode) to the primary mailbox (cached).

    Note: In this scenario, using cached mode for the shared mailbox can be a workaround.


The encoding of special characters isn't preserved during the conversion from html to rtf, which causes missing text in Outlook.


To fix this issue, install one of the following updates:

For Exchange Server 2019, install the Cumulative Update 9 for Exchange Server 2019 or a later cumulative update for Exchange Server 2019.

For Exchange Server 2016, install the Cumulative Update 20 for Exchange Server 2016 or a later cumulative update for Exchange Server 2016.


Learn about the terminology that Microsoft uses to describe software updates.

Need more help?

Expand your skills


Get new features first


Was this information helpful?

What affected your experience?

Thank you for your feedback!