Hello all,
We have a big problem that is affecting about 10 new users per day in a 2000 user company. Several hundred have already experienced this problem over the past few months. Any ideas would be greatly appreciated!
Problem summary:
- Outlook 2010 client setup to use cache-mode on Windows 7 laptop and connecting to Exchange 2007.
- Client stops updating users inbox.
- Outlook connection status is “connected to Microsoft Exchange” but update status will say “last updated <%previous_date%>”.
- Selecting Send/Receive tab while inbox is highlighted and clicking on “Update Folder” results in error message that reads “Unknown error 0x80040900”
- User can use OWA to see new email in their inbox. Mail is also delivered to Blackberry, Good, and ActiveSync mobile clients with no issue.
- Only known resolution is to close Outlook, rename the users OST file and reopen Outlook which creates a new OST file for the user
- OST files vary in size – from 500 MB to over 2 GB
- Some users have experienced this issue several times while others have seen it once and it doesn’t reoccur
- We have been unable to replicate the problem on demand
- Most of the users affected work remotely over VPN on occasion
Additional environment information:
- Running Exchange 2007 (version 8.3 – build 83.6)
- Server OS is Windows Server 2008 R2 Enterprise for all Exchange servers in Org
- Outlook 2010 client has the following add-ins:
- Symantec EV
- Office Communicator 2007
- Cisco Webex
- Microsoft OneNote
- Outlook is configured to Negotiate Authentication in users profile
- All laptops are also running the following software:
- Office Communicator 2007 R2 client v3.5.6907.261
- Websense Endpoint v7.6 build 1246
- Trend Micro OfficeScan Client v10.5.1997
- Riverbed Steelhead Mobile client v3.1.3d #133_17
- Mapi optimization has been disabled on all Riverbed appliances and software clients
- Cisco VPN client v5.0.07.0440
- OST files are saved in the default directory
- C:\Users\%username%\AppData\Local\Microsoft\Outlook
- Symantec EV email archiving is in use
- Mail is stubbed after 90 days and archived after 6 months
Steps we have taken so far:
- OCAT tool run on several affected machines – no relevant alerts have been found
- Disabled virus scanning on OST, PST and LOG files on all users workstations
- Verified max MAPI connections on Exchange servers – currently set to 100
- Check open MAPI connections for affected users – found between 20 to 30
- Ran cmdlet "Get-LogonStatistics <username> | Measure-Object
- Worked with Riverbed support team
- Provided several client logs to their support team – no relevant issue found
- Updated Riverbed client to the version in use today (listed above)
- Disabled MAPI optimization on all appliances and on mobile client
- Max MAPI sessions on Riverbed set to 1500
- Connection lan keep-alive on appliances changed from 2400 to 60 minutes
- Disabled MAPI pre-population setting on appliances