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I guess that was confusing.

I don't know the framework and can't suggest anything else.

If it is html text, did you try the <br> tag?

So is there any documentation that says that new-line characters will be removed?

Does the software that displays the message support the new-line character you are using.
For example on Windows,...

Is this a standard java question or is the problem caused by the framework?
Can you print the String that is being created to see if the new-line character is honored on the console.