Message with Non-ASCII characters does not render correctly.

Document ID : KB000111872
Last Modified Date : 19/10/2018
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Issue:
A Message processed by the CA Data Protection Exchange Server Agent (ESA) which contains Non-ASCII characters does not render correctly in the iConsole. The message displays Non-ASCII text as ????? 

Duplication Steps: 

1. Ensure that the Policy Engine Hubs are configured with the following key set and the service restarted 
Key: HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\ComputerAssociates\CA DataMinder\CurrentVersion\Email\ 
Name: DontConvertBodyFromRTF' 
Value: 1 
2. Receive a HTML formatted message containing Arabic, Russian or Hebrew text 
3. Using Outlook (For example Outlook 2016) reply to the message and choose Plain text as the text format 
4. Review the message in the iConsole 
Cause:
The MAPI property used to retrieve the message body text is returning the '?' for non-english characters. 
Resolution:
There are two possible solutions to this issue.

Solution 1

This issue is only seen when the 'DontConvertBodyFromRTF' registry setting is used.

The 'DontConvertBodyFromRTF' registry setting was introduced to remove Legacy Conversion processes that were seen to introduce high CPU levels on the Exchange server.
For more information on the 'DontConvertBodyFromRTF' registry setting  please refer to the following URL:

Large numbers of RPC requests and high levels of CPU usage on Exchange servers running Data Protection

If you are not experiencing High CPU issues we recommend that the 'DontConvertBodyFromRTF' setting is disabled (DontConvertBodyFromRTF = 0).  When the setting is disabled the Data Protection code retrieves the text from the RTF message body MAPI property which renders the results correctly.

Solution 2

FIX:SO05903 (incorporating  Integration_x64_15.20_HF0192) has been released to programmatically address this issue.  When the Exchange nodes set the option of 'DontConvertBodyFromRTF' registry setting to 1, the non-English characters in plain text format message are rendered as '?' by the MAPI library in the iConsole.

This hotfix resolves the rendering issue and displays the message body in Rich Text format in the iConsole instead of plain text format.