IM Manager is exporting IM conversations to an email archiving system. When the IM conversation has an equals sign the email is missing characters immediately after the equals sign.
For example an IM conversation with the following content:
ohh got=thisis good it
Shows up in the email archiving system as:
ohh got=isis good it
Note the th is missing in the message.
Viewing the IM Manager EML file in a native EML viewer demonstrates the same issue.
IM Manager generates EML formatted email messages. This format can be opened with Outlook Express or Windows Live Mail email client. If these email clients display the email in the same way then the condition is met. Perform the following steps to validate this condition:
1. Install Outlook Express or Windows Live Mail client.
2. Turn of IIS SMTP service.
3. Run an export.
4. Open the files generated by IM Manager in the IIS SMTP Pickup Directory (default c:\inetpub\mailroot\pickup) using Outlook Express or Windows Live Mail client.
IM Manager creates a multi-part MIME message. The part of the email message containing the message conversation is specified to a a MIME encoding of Quoted-Printable (see the following article for more information: http://en.wikipedia.org/wiki/Quoted-printable. However the body of the message was not actually encoded with the quoted-printable encoding. When the email clients decode the body of the message the equals sign specifies the following characters to be part of a special character sequence. This renders as missing characters in the email client.
Download, install and configure the latest XSL file from the appropriate Symantec KB article: