Email Body Not Displaying in LEAP

22/09/2026
Knowledge

How To

If the body of an email appears blank when opening the email in LEAP, this can be caused by a conflict with the Adobe Outlook add-ins. These add-ins can interfere with how Outlook renders email content.

To resolve the issue, disable any Adobe related add-in using the steps below:

In Outlook, go to File > Options > Add-ins.
Next to Manage: COM Add-ins, click Go.
Untick any Adobe related add-ins, e.g. Adobe Document Cloud for Microsoft Outlook - Acrobat and click OK.

If the Adobe Add-in Becomes Enabled Again

Depending on your Adobe installation and configuration, Adobe may re-enable its Outlook add-ins after an update.

If this continues to occur, we recommend asking your IT provider or administrator to review the options below and determine which approach is appropriate for your environment.

If Adobe Reader Is Installed

Adobe Reader may re-enable the Outlook add-in when Reader is updated.

You can either:

Disable the Adobe Document Cloud add-in again using the Outlook steps above after an Adobe update; or
Ask your IT provider to review whether pausing Adobe automatic updates is appropriate for your environment

Please note that disabling automatic updates may affect access to Adobe updates, fixes and support, so this option should be considered with your IT provider.

If Adobe Acrobat Pro Is Installed

Adobe Acrobat Pro may check for and re-enable its Outlook add-ins more frequently.

Your IT provider can configure Adobe Acrobat so that the PDF creation add-in is not installed or loaded.

To configure Adobe Acrobat to avoid re-enabling its add-ins:

Press Windows key + R.
Enter appwiz.cpl and press Enter.
In the list of installed programs, locate Adobe Acrobat.
Right-click Adobe Acrobat and select Change.
Select Next.
With Modify selected, select Next again.
Locate Create Adobe PDF and set this feature to X so that it is not installed or loaded.
Select Install to confirm the change.

Click to edit heading

If the email body is still not displaying after disabling the Adobe add-in, please contact LEAP Support for further assistance.

Last Modified Date

22/09/2026 6:01 am

Title

Email Body Not Displaying in LEAP

URL Name

Unable-to-Open-Any-Emails-from-LEAP-CA

Resolution