E-mail Message Sent From Oracle Live Help In A Chinese Character Set Are Being Replaced With "?"s

(Doc ID 2026493.1)

Last updated on MARCH 02, 2017

Applies to:

Oracle Live Help On Demand - Version N/A to N/A [Release ATG v1]
Information in this document applies to any platform.

Symptoms

On : NA version, Email Infrastructure

ACTUAL BEHAVIOR
---------------
E-mail message sent from Oracle Live Help in a Chinese character set are being replaced with "?"s

As an example for the Department name SYMC Email Customer Support CN (40671), the Auto Reply contains Chinese characters. However the e-mail received (attached) shows a question mark (?) replacing each Chinese character. I made adjustments to the Language and Encoding Character set for the Department but that did not have any effect. How do we enable the recipient to receive the message with Chinese characters? Is this on our e-mail service side?


EXPECTED BEHAVIOR
-----------------------
Auto-reply must be in the correct language the department is set to.

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. send a direct mail to the department in question
2. the auto-reply you get shows all "?????"
 

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, visitors see "????" instead of the auto-reply in Chinese characters.

Cause

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