What encoding is being used (Format | Encoding)?
What mail format are you using (plain text, HTML, RTF)?
If not plain text, what font are you using?

Hi Stacey,

Before you reply the email message, is it in question marks or strange characters? Or the original email message shows properly.

Check the following points to see if it works.

#1 check the encoding in the original message
===============
1.    Open the original email message. Click View > Encoding > make sure that it is in a correct encoding. If not, click More > and set
a correct encoding for the message.
2.    Reply to the message. What is the result?

Note: If a message has already been received without the proper encoding, it may be restored by editing the message, then set the
correct encoding. However, the multibyte characters may already have broken apart into single garbage characters; in this case it is
too late. Question marks may be repaired with the correct encoding.

What is the result?

#2 disable Word as email editor
=================
If the issue only occurs after you replying the message, temp disable the Word email editor if you use it.

In Outlook, click Tools > Options > in the mail Format tab, uncheck the option "use Word as email editor". Click OK. Reply the message
again. What is the result?

#3 test the issue under Outlook in Safe Mode
======
1. Quit Outlook. Click Start menu, and click Run.
2. In the Open box, type: "Outlook /safe" (without the quotation marks).
Notes: There is a space character between Outlook and the forward slash (/).
3. Click OK.

#4 Create a new Outlook profile
======   
A new profile is a new environment for us to use Outlook. To create a new profile is only for a test to see if the problem is related to
the corrupt profile of Outlook. Creating new profile will not do any damage to the old profile.

1. Quit Outlook. Go to Start menu > Control Panel > Mail, click Show Profiles¡­
2. Select the "Prompt for a profile to be used" check box. Click Add¡­
3. Type the profile name as "new outlook profile", click Ok.
4. Select Add a new e-mail account, click Next. Follow the wizard to configure your account in the new profile
5. After you restart Outlook, choose the new outlook profile and test the issue again.

If anything is unclear or if you have any other concerns, please don't hesitate to contact me.

Regards,

Emily Lin

Microsoft Online Partner Support
Get Secure! - www.microsoft.com/security
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