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There is a large banking company, Jack Henry and Associates, that uses password reset emails. When you receive the email in Gmail or Hotmail (using any browser) the one time password reset links work. Also, when you use the mail client in iOS, they work. But when you try to click them through Kerio webmail (using any browser) they do not.

It looks like the issue is with encoding &. A link source viewed in Gmail using Chrome shows as:

but using Chrome in Kerio webmail, it shows up as

As you can see, in Chrome the & come across as &, but in Kerio, they come across as & and that seems to cause the link to fail.

The banking vendor says their system is sending the link as it appears in the Gmail example, and that our email client is to blame. That seems possible, as using Kerio with iOS the link works.

Here is the source of the email in question:

Return-Path: <customerservice<_at_>>
X-Spam-Status: No, hits=0.0 required=2.9
	tests=AWL: -0.408, BAYES_00: -1.665, HTML_MESSAGE: 0.001,
	TOTAL_SCORE: -0.758,autolearn=no
X-Footer: bGFiZXR0ZWJhbmsuY29t
Received: from localhost ([])
	by with ESMTPS
	(using TLSv1.2 with cipher ECDHE-RSA-AES256-GCM-SHA384 (256 bits))
	for john<_at_>;
	Fri, 28 Jul 2017 16:33:02 -0500
Received: by id hfemos2b8lcq for <>; Fri, 28 Jul 2017 16:33:01 -0500 (envelope-from <customerservice<_at_>>)
Message-ID: <72316172-3b4d-4f25-b3ba-e78b9b901a91<_at_>>
Return-Path: 72316172-3b4d-4f25-b3ba-e78b9b901a91<_at_>
From: customerservice<_at_>
To: john<_at_>
Subject: test 432pm
Date: Fri, 28 Jul 2017 16:33:02 -0500
Content-Type: text/html;
Content-Transfer-Encoding: quoted-printable

=3Chtml=3E=3Chead=3E=3Ctitle=3EReset PASSWORD=3C/title=3E=3C/head=3E=3Cbody=
=3E=3Ctable=3E=3Ctr=3E=3Ctd=3EYou have requested that your NetTeller PASSWO=
RD be restored=2E=26nbsp=3B=26nbsp=3BTo confirm this request=2C please =3Ca=
=3Eclick here=3C/a=3E=2E=3C/td=3E=3C/tr=3E=3Ctr=3E=3Ctd=3EThis link will be=
 valid for 2 hours=2E=3C/td=3E=3C/tr=3E=3Ctr=3E=3Ctd=3E=3C/td=3E=3C/tr=3E=
=3CBR /=3E
=3CBR /=3E
This email and any files transmitted with it are confidential and intended=
 solely for the named addressee=28s=29=2E If you are not a named addressee=
 you should not disseminate=2C distribute=2C copy or alter this email=2E An=
y views or opinions presented in this email are solely those of the author=
 and might not represent those of the company=2E Warning=3A Although we hav=
e taken reasonable precautions to ensure no viruses are present in this ema=
il=2C the company cannot accept responsibility for any loss or damage arisi=
ng from the use of this email or attachments=2E =3Cbr=3E=3CBR /=3E

I can't change the source that is sending these links, and while it could be a problem with how they are specifying their encoding, they look to the fact that only Kerio webmail seems to have this issue and have closed my case as won't fix.

Should I report this as a bug? I do not know enough about this possible encoding issue to push back very hard. Anyone from Kerio have any ideas?

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I believe this is the same as the issue here:

Kerio says they are working on a fix.


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Yes, same problem.

please correct ASAP Wink

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As an update, we are now seeing this with = being encoded as =3D as well on other links that are emailed to us from 2 other banks so it does seem to be an issue with Kerio.

I have created case GFI-170801-499413 as this issue has stopped our productivity in its tracks. I have whole departments "learning" how to remove amp; and 3D from their email links in notepad, which is not sustainable.

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any ETA on a fix for this?

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It would be good to have an idea of when this will be fixed. It creates a significant useability issue for anyone using the webmail client as their primary e-mail client.

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back from holiday i got a lot of questions why the links are broken.

is there a patch available?

Brian (GFI/Kerio)

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There is no patch but we will have a fix for this issue in the next release (coming soon).

Brian Carmichael
Instructional Content Architect
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