Problem: Text expanding past margins (kind of urgent)

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  • Updated 1 year ago
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I created an email today based on a previous email that worked fine. I have an image at the top and text below that has always stayed within the margins of the image. Now the text is expanding way outside the margins. I sent a test of a previous email that had originally looked fine and now it is off as well. Please help - I need to send this current email soon. This template was created by a consultant and has always worked up until today.
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Internews Network

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Posted 2 years ago

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Robbie Monsma

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When I had this problem, the support folks told me this sometimes happens with a copy of a copy of a copy...
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Internews Network

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Thanks. I tried re-creating the email using the original template but I'm still having the problem.
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Laura Dickerson, Official Rep

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Hi there,

It looks like Jason helped you out with this. Did you still need an answer here?
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Moira Charles Morgan

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Yes, I do still need an answer! I am having this same problem where Outlook Exchange destroys the look of my email template with making all the margins really wide. It is showing up fine in Gmail and Outlook for Web, it is just the exchange account that ruins it. And that is what most people at my university will be viewing it on since that is our official email server. 
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Internews Network

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Hi, we've been trying to troubleshoot this. It's still a problem. We were trying to determine if it's something with our exchange server since the problem only occurs when it's sent to an email address at our organization which goes through Exchange server. If I send it to my personal gmail address, it looks fine. They are both coming into Outlook. 
Any ideas? They seem to look ok in the MyEmma litmus test. Thanks
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Grey Stepp, Support Team Manager

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It sounds to me that it's simply an Outlook rendering issue.  

I popped in and made a copy of a recent mailing to take a look around and I'm not seeing anything directly that would cause the issue.  

One thing that I was thinking (but didn't see much evidence of) would be the use of pasted text in the mailing.  Pasting in text from an outside source can sometimes bring in stray bits of code that can break things (especially in Outlook). 

Because of that, I will often first paste my text into editpad.org in order to strip the formatting off.  Then I'll copy and paste from there back into Emma into a brand new text block.  

Not being able to recreate the problem here or even in Litmus based things a bit tough to troubleshoot, but you may try that out and see if it helps! 

- Grey 
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Internews Network

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The email you might have used may not have the problem because I had to start using an HTML template to get them to display correctly but that version is not responsive. We are trying to work with a template that is responsive. The email that you should test is one titled, Radio Run by the Sun under Sent emails. 
Not sure it's an Outlook problem because if I send the email to my gmail address, and it comes in through Outlook it looks fine. It's just when I send the email to an internews.org email address, which goes through an Exchange server.
When I originally sent the Radio Run by the Sun email, it did display correctly. But about a month ago, we started having the problem with new emails and when I tried sending it again, it was not displaying properly.
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Grey Stepp, Support Team Manager

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That's a really interesting tidbit there.  Let me make sure I'm following:

If you send to a gmail address that you've set to forward to an Outlook inbox it works fine? 

The highlighted part there is what I want to make sure I'm not misunderstanding.  

The issue seems to be isolated to when it goes through the Exchange server (I know you've said that, I just want to make sure I've got all of my ducks in a row).  

Do you have a network administrator or an IT person who is in charge of that Exchange server?   Could they perhaps shed some light as to whether that may be adding or breaking some bits of code in the mailings?  Or perhaps there was a setting or some bit that got updated or changed when you started having the problem?  
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Internews Network

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Hi, sorry about the delay in responding. Been swamped with other work. I have an account set up in Outlook that pulls in my Gmail emails, as well as my internews.org account that goes through an Exchange server. So it looks ok in the ones sent from Gmail but not Exchange. I've been working with our IT guy to see if there would be an issue in Exchange or if something has changed but he has not been able to identify anything. I just sent a MyEmma template (Blok) to myself without making any changes and it does the same thing (text spreading outside the boundaries) so it doesn't seem to be anything with copying and pasting text. 
I don't think it's a problem with MyEmma but was wondering if you could shed any light on the issue since we haven't been able to figure it out. Thanks, Patricia
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Grey Stepp, Support Team Manager

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hey there, no worries!  

I actually just spoke to someone the other day who I believe was seeing that issue specifically in the 64-bit version of Outlook instead of the 32-bit.  

Do you know if you're running 64-bit or 32? 

- G
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Internews Network

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We are running the 32-bit version of Outlook.
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Moira Charles Morgan

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What was the outcome of this? I have an email that I test and it looks fine in my gmail but awful in my Outlook Exchange. The majority of the recipients will be seeing the email in the Outlook Exchange, so I need to figure out how to fix this issue!? 
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Moira Charles Morgan

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What was the outcome of this? I have an email that I test and it looks fine in my gmail but awful in my Outlook Exchange. The majority of the recipients will be seeing the email in the Outlook Exchange, so I need to figure out how to fix this issue!? 
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Moira Charles Morgan

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Also, when I tested this in the Outlook for Web, the format is fine and looks like what I created in MyEmma . It is something to do with the Exchange server. ugh. Any clues on how to fix?
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Robbie Monsma

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I have this issue going from Word to Emma.  Emma does not seem to accept my table grids as I have made them, even when I ask it to, but expands them sideways while at the same time making the font smaller.  This is all online while working in edit mode.
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Grey Stepp, Support Team Manager

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The issue here is typically not necessarily with Emma, but the way that Word builds it's text.  Coding for email is different from coding for print, which is what Word is using, and so copying in your text from Word brings over the wrong type of code to be used in an email environment.  

Typically, those sorts of text formatting issues are resolved by first pasting your text into a plaintext editor like editpad.org, then copying the text from THERE and pasting into a NEW text box in Emma (if you paste it back into the same box, that errant code could still be lurking in the shadows).  This will remove all of the formatting code that is causing the issue.  

That said, there are some other reasons that text would expand past the margins, but if you're only seeing the issue in Outlook, it could come down to the way that Outlook is rendering the code for that email and there may not be anything that we can do to force it to render correctly.  I would start by cleaning up your text as described above to see if that helps. 

If you're still having trouble beyond that, if you could point me to a specific mailing in your account I'd be happy to take a look.  
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Internews Network

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If I use a MyEmma template (for example, I tried this with the one called North State) and send it to myself without changing any of the text - no copying and pasting, I still have the problem - like Moira, only with Outlook Exchange.
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Grey Stepp, Support Team Manager

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Hey there, it does seem that the issue is specific to Outlook Exchange, though we haven't been able to pin down what it is that's being done that is breaking the HTML.  

Since it's not something we're able to control, I don't think that we will be able to offer any specific solutions.  The answer likely lies with whoever is administrating the Exchange Server.  Somewhere in the process of the mailing being delivered something is being altered in the code that is breaking the width of the template.  

If your administrator is able to find anything, I would love it if you could share that here for other users who have had the same issue pop up.  

-G
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Amber Holloway

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I'm having this same problem and just posted about it.