Notice: This website is an unofficial Microsoft Knowledge Base (hereinafter KB) archive and is intended to provide a reliable access to deleted content from Microsoft KB. All KB articles are owned by Microsoft Corporation. Read full disclaimer for more details.

XCLN: Internet User Cannot Display Form Sent via Internet Mail Service

View products that this article applies to.


When an Exchange user tries to send an electronic form over the Internet Mail Connector or Internet Mail Service to an Internet user, the recipient may not be able to display the form correctly. When the recipient attempts to open the electronic form, it may not be displayed, or the user may receive the following error message:
Correctly displaying this item requires a custom form that is
either not available or not correctly installed. Please see
your network administrator for more information.

↑ Back to the top


Two settings must be implemented in order to send electronic forms over the Internet Mail Connector or Internet Mail Service. Both settings involve enabling Rich Text Format (RTF).

  1. On the sending Exchange Server computer's Administrator program, go to Internet Mail Service, Internet Mail property page, Advanced Options. Confirm that the "Send Microsoft Exchange rich text formatting" option is set to "Always" or at least "User". If this value is set to "Never", Exchange users will not be able to send electronic forms over the Internet. In Exchange 5.0 and 4.0, this setting is in the Internet Mail property page and Interoperability button.
  2. From the Exchange client, create personal address book entries for those SMTP (Internet) recipients you intend to send electronic forms to. Make sure to enable "Always send to this recipient in Microsoft Exchange rich text format".

↑ Back to the top

More information

When you send an electronic form, always send it in Rich Text Format. This sends all messages in an Application/MS-TNEF format that works fine if you are sending to a system that understands this MIME type, usually another Internet Mail Connector.

In Exchange Server 5.0, you must change the POP3 Protocol. Select Protocols, double-click POP3, and click the Message Format Tab. Click the check box next to Use Microsoft Exchange Rich-Text Format. Click OK.

↑ Back to the top


Retired KB Content Disclaimer
This article was written about products for which Microsoft no longer offers support. Therefore, this article is offered "as is" and will no longer be updated.

↑ Back to the top

Keywords: KB179722, kbusage, kbprb

↑ Back to the top

Article Info
Article ID : 179722
Revision : 7
Created on : 10/28/2006
Published on : 10/28/2006
Exists online : False
Views : 405