Email utilizes a variety of processes to successfully communicate text. At times this can include converting one method of communicating text to another. Encoding allows varying representations of a character to be handled unilaterally across different computers and languages. This example showcases how different values represent the same character between encoding methods:
In the above example various UTF encoding methods are showcased. UTF-8 is a memory efficient industry standard method of encoding. UTF-8 is the preferred encoding method of SkillSync LMS and is what our system will use when distributing email. This is true whether sending the email directly or in handing the message to a custom SMTP server. There are encoding methods other then the above; when another encoding method is in use, conversion errors may be encountered.
Encoding Issues
A common encoding issue, as it relates to email, would be a conversion error. A conversion error occurs when the original version of the email was encoded with one method and then received and processed by a different encoding method. An example of this can be showcased here:
Additional examples of the issue may be:
- A word appearing as another.
- Loss of special characters, or additional spaces in a sentence.
- Umlauts appearing/disappearing throughout a sentence.
Diagnosing an Encoding Issue in SkillSync
Prior to making any changes in Outlook, or your email client. It is important to confirm the issue as it is being encountered is specific to your email client, or the message template itself in SkillSync. To confirm where the issue is being encountered, the below steps can be taken. This example references an 'Online Course Enrollment' message template but these same steps can be replicated for almost any email template in SkillSync.
Following the above test, you will end up with one of the following results:
The encoding issue was observed in my internal inbox, and in all versions of the email.
The message template may have imparted odd character encoding, or become malformed.
Next Steps: Recreate the message template in use. Test the 'default' version of the template. Confirm characters are not copy/pasted into the message template without removing any formatting.
The encoding issue was observed in my internal inbox but nowhere else.
The message template may have imparted odd character encoding, or become malformed.
Next Steps: Clear cookies and cache from your browser. Try a new browser, or a different computer. Log out and manually log back into the system.
The encoding issue was not observed in my internal inbox, or the personal email. But it was observed in the affected account/domain.
The encoding of the affected account/domain may not align with the encoding (UTF-8) which the email was distributed with.
Next Steps: Follow the 'How to Resolve an Encoding Issue' steps below this section.
The encoding issue was not observed in my internal inbox, but it was observed in both the affected and personal account/domain.
The encoding of either email account/domain may not align with the encoding the email was distributed with. It may be there is formatting in the message template which is causing a conversion error.
Next Steps: Recreate the message template in question. Confirm no formatting is being preserved in the text/images. Use the 'Code View' feature on the message template to determine if there are incorrect elements in the message template.
How to Resolve an Encoding Issue in Outlook
If following testing the remaining issue appears to be a conversion error between the email being distributed and the email account/domain receiving it. The next best step will be to modify the encoding settings in the email account/domain.
- Access Outlook.
- On the Home tab of the message’s window, click Actions > Other Actions > Encoding to see what encoding is in use.
- Select the More option.
- Select (Unicode UTF-8).
- The email should display correctly.
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