Table of Contents

• Overview
• Prerequisites
• Solution
  • Confirm the symptom in Print Preview
  • Update the Kerio Connect Desktop Client
  • Use Webmail as a temporary workaround
  • Collect information if the problem persists
• Why the fix works
• What not to do

Overview

Use this article when the Kerio Connect Desktop Client on Windows displays an email normally in the reading pane, but Print Preview or the printed output contains only the email header, such as Subject, From, To, and Date, with a blank or mostly blank message body.

This issue is specific to the Desktop Client print-preview path. It is not the same as a printer-driver problem, because the body is already missing before the job reaches the printer. It is also not the same as a message-display problem, because the same email body is still visible when the message is opened normally.

The issue was reported with Kerio Connect Desktop Client 10.0.9 builds including 20214, 20269, and 20342. The supported fix is to update the Desktop Client to a build that contains the print-preview encoding fix. Kerio Connect Desktop Client 10.0.9.20408 or later contains that fix.

Prerequisites

• Access to the affected Windows workstation.
• Permission to update the Kerio Connect Desktop Client, or access to the administrator or software-deployment team that manages Desktop Client updates.
• Access to Webmail if you need an immediate printing workaround before the Desktop Client is updated. Webmail is normally available at https://<kerio.connect.name>/webmail/login, where <kerio.connect.name> is your Kerio Connect server host name.

Solution

Confirm the symptom in Print Preview

1. Open the affected email in the Kerio Connect Desktop Client.
2. Confirm that the message body is visible in the normal reading pane. This matters because this article applies to printing/preview rendering, not to messages whose content is already missing while reading.
3. Open Print Preview or start printing from the Desktop Client. Use the same print action your users normally use, such as the toolbar Print option or Ctrl+P.
4. Check the preview before changing printer settings. If the preview already shows only the header and a blank body, the Desktop Client has already lost the body before Windows, the PDF printer, or the physical printer receives the job.
5. Open the same email in Webmail and preview or print it there. If Webmail includes the body while the Desktop Client preview does not, continue with the Desktop Client update below.

Note: The failure is not limited to emails where an image is the first visible element. It can occur with certain HTML messages because of how the affected Desktop Client build prepares the print-preview content.

Update the Kerio Connect Desktop Client

1. In the Kerio Connect Desktop Client, select Help > Check for Updates > Download new update.
2. Install the offered Desktop Client update. If your organization deploys the Desktop Client centrally, ask your administrator to deploy Kerio Connect Desktop Client 10.0.9.20408 or later.
3. If Help > Check for Updates does not offer a fixed build, do not assume that reinstalling the same affected 10.0.9 build will resolve the issue. Contact your administrator or Support and provide your current Desktop Client version and Kerio Connect server version.
4. Restart the Kerio Connect Desktop Client after the update finishes. Open Help > About and verify that the client shows the updated version. If it still shows the old client version, reboot the workstation and check Help > About again.
5. Open the same affected email and check Print Preview again before sending the job to a printer.
6. Confirm that the message body appears in the preview, then print the message.

Why this is the permanent fix: The affected 10.0.9 Desktop Client builds can prepare the print-preview content in a way that causes part of the generated HTML to be treated as a URL fragment instead of printable content. The fixed Desktop Client build encodes the preview content correctly, so characters that appear inside normal HTML email content remain part of the message body.

Use Webmail as a temporary workaround

1. Open a browser and go to https://<kerio.connect.name>/webmail/login, replacing <kerio.connect.name> with your Kerio Connect server host name. If you need the complete Webmail login procedure, see Accessing Kerio Connect Webmail.
2. Log in and open the folder that contains the affected email.
3. Open the affected email.
4. Use the Webmail Print button, right-click the message and select Print, or use the browser print option after opening the message.

Why this works: Webmail uses a different print path from the Desktop Client. When the Desktop Client preview is affected, Webmail can still render the same message body and send the complete content to the browser's print function.

Note: Downgrading the Desktop Client is not recommended as the standard workaround. Older Desktop Client builds may have unrelated installation or update behavior, and managed environments may immediately prompt users to upgrade again. Use Webmail for temporary printing, then update the Desktop Client to the fixed build.

Collect information if the problem persists

If the message body is still blank in Desktop Client Print Preview after updating to Kerio Connect Desktop Client 10.0.9.20408 or later, collect the information below before contacting Support. These details let Support distinguish a remaining Desktop Client print-preview issue from a printer-driver problem, a local client-profile problem, or a different message-rendering issue.

1. Desktop Client version: In the Desktop Client, open Help > About and record the exact Kerio Connect Desktop Client version and build.
2. Windows version: Press Win + R, type winver, press Enter, and record the Windows version and OS build.
3. Preview evidence: Capture a screenshot showing that the message body is visible in the normal reading pane but missing in the Desktop Client print preview. Remove or obscure any confidential message content before sharing screenshots outside your organization.
4. Webmail comparison: Confirm whether the same email prints correctly from Webmail.
5. Affected message source: Save the source of one affected message as an .eml file. In Kerio Connect Client or Webmail, open the folder that contains the message, right-click the message, select View Source, copy the source into a text editor such as Notepad, save it, and give the file an .eml extension. See Retrieving the '.eml' Source Files for Emails if you need screenshots for this process.

Important: Send the affected message as .eml source rather than an Outlook .msg file when Support needs to inspect the exact Kerio Connect message source. The .eml source preserves the HTML structure that the Desktop Client print preview is trying to render.

Support may also ask you to perform a full Desktop Client reset if the behavior appears to be local to one workstation after the fixed build is installed. If requested, follow Resetting Kerio Connect Client on Windows. Do not treat a reset as a replacement for updating to the fixed Desktop Client build; reset only clears local client data, while the update corrects the affected print-preview behavior.

Why the fix works

The Desktop Client builds affected by this issue generate a print-preview page before Windows sends anything to the printer. In the affected builds, certain characters that commonly appear in HTML email content, including # characters used in CSS color values or message text, can interrupt how the embedded browser reads the generated preview page. Because the print template places the email header before the body, the header can still appear while the body is ignored.

The fixed Desktop Client build encodes the generated preview page correctly before loading it. That keeps characters such as # inside the email content where they belong, so the message body remains available to the preview and to the final print output.