SAP Knowledge Base Article - Public

2578782 - Outlook Does Not Recognise Line Breaks That Are Configured in Form Master Template E-Mail Disclaimer


You receive an e-mail in Outlook from your C4C or ByD system but realise that the configured line breaks from the e-mail disclaimer are not displayed correctly.


  • Cloud for Customer
  • Business ByDesign
  • Microsoft Outlook

Reproducing the Issue

  1. Go to the work center Application and User Management and navigate to Master Template Maintenance.
  2. Switch the value in the dropdown list to Form Master Templates.
  3. Click Edit on your default Master Template.
  4. Navigate to the facet E-Mail Disclaimer.
  5. Here you can see the configured line breaks.
  6. Now you look at a received e-mail in Outlook and realise that some line breaks are missing.


This happens due to the local Outlook configurations and does not represent an issue. In Outlook there is a function called "Remove extra line breaks in text messages". If this function is activated in your Outlook options, the software will automatically delete line breaks that it considers to be abundant.



Microsoft provides a detailed help document to solve this issue, which is mentioned in the section below. If you encounter further issues with your Outlook, please contact the Microsoft support.

See Also


KBA , AP-RC-OUT , Output Management , Problem


SAP Business ByDesign 1711 ; SAP Business ByDesign 1802 ; SAP Cloud for Customer add-ins 1802 ; SAP Hybris Cloud for Customer add-ins 1711