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Support Article

Inserted images in the emails result in garbled html characters



While trying to insert images in the HTML email body, user is facing an issue that the resulting email with the customer is having garbled html characters. Message Data settings in the Service-Email rule is currently set to ‘Inline-Prefer Text’ and Default Response as ‘None’. But these settings were working fine till now.
In the outlook email, the email with images is correctly captured till the outlook account but after it reaches the Pega application, it modifies the content to html characters. User have researched with the Exchange Servers and no issues were found. Issue is with the Pega's own code since no customization has been done from user's end.

Error Messages

Not Applicable

Steps to Reproduce

Not Applicable

Root Cause

The root cause of this problem is defect/misconfiguration in the operating environment. When ever we send mail to PRPC which contains image, Outlook itself adding junk characters before sending to PRPC. PRPC process the incoming mail as it is.


The explanation for this behavior is as follows: Exchange server 2013 is adding junk characters before sending to PRPC. Problem is with PRPC. Explained the same to customer. However they had implemented local change to overcome this situation.

Published July 17, 2015 - Updated December 2, 2021

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