Disappearing Email in Cached Mode

[DukieDallas]

I have a situation with one user only at a client site where new email from
one and only one sender reaches his mailbox but then disappears. This is
Outlook 2003 and Exchange Server 2003 SP2 on an SBS2003 server.

The messages are coming from a scanner that's on the same network segment as
the server and the client PC. The SMTP server log shows the messages coming
in and
being accepted just fine.

If you use an Outlook 2003 profile with Cached Exchange Mode turned off, you
see the messages from this scanner in the InBox just fine. Same when using
OWA.

But if you use an Outlook 2003 profile with Cached Exchange Mode turned on,
you never see the messages from this scanner. This happens on the user's
own PC and with a new Outlook profile on other PCs.

If you have two PCs running Outlook 2003 for this user at the same time, one
with and one without Cached Exchange Mode, you'll see the InBox message on
the non-cached mode PC for a minute or two and then it disappears. My
assumption is that the message disappears when the PC running in cached mode
synchronizes.

The missing message never shows up in Junk Email, Deleted Items, or any
other
folder I can find.

I'd suspect some sort of rule as the cause, but I sure can't find any rules
at all in the user's
Outlook.

In addition, there is another scanner configured the same way on the same
network segment but using a different sender email address. Scan emails
from that scanner come through and stay without any problem. The Sender
email addresses from each scanner are in the form (e-mail address removed) and
(e-mail address removed), where Exchange accepts email for the company.com domain.

I'd love to have a hint from someone.

Thanks.
DD

 

[Lanwench [MVP - Exchange]]

In

I have a situation with one user only at a client site where new
email from one and only one sender reaches his mailbox but then
disappears. This is Outlook 2003 and Exchange Server 2003 SP2 on an
SBS2003 server.
The messages are coming from a scanner that's on the same network
segment as the server and the client PC. The SMTP server log shows
the messages coming in and
being accepted just fine.

If you use an Outlook 2003 profile with Cached Exchange Mode turned
off, you see the messages from this scanner in the InBox just fine. Same
when using OWA.

But if you use an Outlook 2003 profile with Cached Exchange Mode
turned on, you never see the messages from this scanner. This
happens on the user's own PC and with a new Outlook profile on other
PCs.
If you have two PCs running Outlook 2003 for this user at the same
time, one with and one without Cached Exchange Mode, you'll see the
InBox message on the non-cached mode PC for a minute or two and then
it disappears. My assumption is that the message disappears when the
PC running in cached mode synchronizes.

The missing message never shows up in Junk Email, Deleted Items, or
any other
folder I can find.

I'd suspect some sort of rule as the cause, but I sure can't find any
rules at all in the user's
Outlook.

In addition, there is another scanner configured the same way on the
same network segment but using a different sender email address. Scan
emails from that scanner come through and stay without any
problem. The Sender email addresses from each scanner are in the
form (e-mail address removed) and (e-mail address removed), where Exchange accepts
email for the company.com domain.
I'd love to have a hint from someone.

Do you see anything in the "sync issues" folder?

 

[DukieDallas]

"Lanwench [MVP - Exchange]"

In DukieDallas <[email protected]> typed:

Do you see anything in the "sync issues" folder?

No. There's absolutely nothing in the Sync Issues folder...on either of the
PCs where Cached Exchange Mode has been tried.

DD

 

[Lanwench [MVP - Exchange]]

In

"Lanwench [MVP - Exchange]"

In DukieDallas <[email protected]> typed:

Do you see anything in the "sync issues" folder?

No. There's absolutely nothing in the Sync Issues folder...on either
of the PCs where Cached Exchange Mode has been tried.

DD

That's very odd. Is Outlook on SP2? Tried it in safe mode?

 

[Nikki]

I would like to add that it is NEVER a good idea
to run Outlook on the same exchange mailbox in two
profiles simultaneously. There will be contention on the
system.

Having said this, I would suggest that you close all profiles
and go to the CACHED system, Delete the OST file. Then
open outlook again on the Cached mode configured profile.
It will rebuild the OST file fresh and new.

Be sure and let the client know how you have it configured to
synchronize with the server (how often it synch's the information
from the cache file (the ost file) back to the server. Is it set to
sychronize every few minutes, or just on login and logoff?

Also remind
the client that they need to use the menu to log off, not the X
when they log out. This will trip Outlook to perform the
housekeeping that it needs to do to make sure all the files are
sync'd and happy.

The last thing I would tell the client is to be sure and close out
of any profiles that she is open in, before opening another
session with the exchange server.

If this still doesn't seem to fix the "disappearing email" I would
look to see if the machine that is configured to be cached mode
has a local virus checker running on it. If it does, I would turn
off the option to check email because it sounds like you have
good protection for this prior to delivery to her desktop. Even if
a bad email got thru all your checks, the desktop checker should
take care of it if she tries to open it.

Nikki Peterosn

"Lanwench [MVP - Exchange]"

In

"Lanwench [MVP - Exchange]"

In DukieDallas <[email protected]> typed:

Do you see anything in the "sync issues" folder?

No. There's absolutely nothing in the Sync Issues folder...on either
of the PCs where Cached Exchange Mode has been tried.

DD

That's very odd. Is Outlook on SP2? Tried it in safe mode?

 

[DukieDallas]

Replies to the last two posts:

Outlook 2003 was SP2 and was running on WinXP SP2. Both had all security
patches applied.

I haven't tried it in safe mode. Did you mean Windows started in safe mode
or Outlook in safe mode.

To Nikki's suggesstions:
Outlook was running on two PC's simultaneously ONLY to tease out whether the
message actually disappeared once it had appeared in the mailbox (the
non-cached mode profile) when a profile in cached mode was running. Which
it did.

I did the "rebuild the OST file from scratch" action. Made no difference.

The cached mode client synchronization with the server is at the defaults
for Cached Exchange Mode (upload 15sec, download 30sec).

Your idea of checking the antivirus scanning is a good one. The client PC
has Symantec AntiVirus Corporate Edition 10.0 on it.

Thanks,
DD

I would like to add that it is NEVER a good idea
to run Outlook on the same exchange mailbox in two
profiles simultaneously. There will be contention on the
system.

Having said this, I would suggest that you close all profiles
and go to the CACHED system, Delete the OST file. Then
open outlook again on the Cached mode configured profile.
It will rebuild the OST file fresh and new.

Be sure and let the client know how you have it configured to
synchronize with the server (how often it synch's the information
from the cache file (the ost file) back to the server. Is it set to
sychronize every few minutes, or just on login and logoff?

Also remind
the client that they need to use the menu to log off, not the X
when they log out. This will trip Outlook to perform the
housekeeping that it needs to do to make sure all the files are
sync'd and happy.

The last thing I would tell the client is to be sure and close out
of any profiles that she is open in, before opening another
session with the exchange server.

If this still doesn't seem to fix the "disappearing email" I would
look to see if the machine that is configured to be cached mode
has a local virus checker running on it. If it does, I would turn
off the option to check email because it sounds like you have
good protection for this prior to delivery to her desktop. Even if
a bad email got thru all your checks, the desktop checker should
take care of it if she tries to open it.

Nikki Peterosn

"Lanwench [MVP - Exchange]"

In

"Lanwench [MVP - Exchange]"
message In DukieDallas <[email protected]> typed:
<snipped>

Do you see anything in the "sync issues" folder?

No. There's absolutely nothing in the Sync Issues folder...on either
of the PCs where Cached Exchange Mode has been tried.

DD

That's very odd. Is Outlook on SP2? Tried it in safe mode?

 

[Joe@theMint]

I started seeing this same behavior a week ago. Any other ideas?

Replies to the last two posts:

Outlook 2003 was SP2 and was running on WinXP SP2. Both had all security
patches applied.

I haven't tried it in safe mode. Did you mean Windows started in safe mode
or Outlook in safe mode.

To Nikki's suggesstions:
Outlook was running on two PC's simultaneously ONLY to tease out whether the
message actually disappeared once it had appeared in the mailbox (the
non-cached mode profile) when a profile in cached mode was running. Which
it did.

I did the "rebuild the OST file from scratch" action. Made no difference.

The cached mode client synchronization with the server is at the defaults
for Cached Exchange Mode (upload 15sec, download 30sec).

Your idea of checking the antivirus scanning is a good one. The client PC
has Symantec AntiVirus Corporate Edition 10.0 on it.

Thanks,
DD

I would like to add that it is NEVER a good idea
to run Outlook on the same exchange mailbox in two
profiles simultaneously. There will be contention on the
system.

Having said this, I would suggest that you close all profiles
and go to the CACHED system, Delete the OST file. Then
open outlook again on the Cached mode configured profile.
It will rebuild the OST file fresh and new.

Be sure and let the client know how you have it configured to
synchronize with the server (how often it synch's the information
from the cache file (the ost file) back to the server. Is it set to
sychronize every few minutes, or just on login and logoff?

Also remind
the client that they need to use the menu to log off, not the X
when they log out. This will trip Outlook to perform the
housekeeping that it needs to do to make sure all the files are
sync'd and happy.

The last thing I would tell the client is to be sure and close out
of any profiles that she is open in, before opening another
session with the exchange server.

If this still doesn't seem to fix the "disappearing email" I would
look to see if the machine that is configured to be cached mode
has a local virus checker running on it. If it does, I would turn
off the option to check email because it sounds like you have
good protection for this prior to delivery to her desktop. Even if
a bad email got thru all your checks, the desktop checker should
take care of it if she tries to open it.

Nikki Peterosn

"Lanwench [MVP - Exchange]"

In DukieDallas <[email protected]> typed:
"Lanwench [MVP - Exchange]"
message In DukieDallas <[email protected]> typed:
<snipped>

Do you see anything in the "sync issues" folder?

No. There's absolutely nothing in the Sync Issues folder...on either
of the PCs where Cached Exchange Mode has been tried.

DD

That's very odd. Is Outlook on SP2? Tried it in safe mode?

 

[Lanwench [MVP - Exchange]]

In

I started seeing this same behavior a week ago. Any other ideas?

Hi - you've replied to an old thread with a new question - if you have a new
question, post a new message so everyone is likely to see it.

Replies to the last two posts:

Outlook 2003 was SP2 and was running on WinXP SP2. Both had all
security patches applied.

I haven't tried it in safe mode. Did you mean Windows started in
safe mode or Outlook in safe mode.

To Nikki's suggesstions:
Outlook was running on two PC's simultaneously ONLY to tease out
whether the message actually disappeared once it had appeared in the
mailbox (the non-cached mode profile) when a profile in cached mode
was running. Which it did.

I did the "rebuild the OST file from scratch" action. Made no
difference.

The cached mode client synchronization with the server is at the
defaults for Cached Exchange Mode (upload 15sec, download 30sec).

Your idea of checking the antivirus scanning is a good one. The
client PC has Symantec AntiVirus Corporate Edition 10.0 on it.

Thanks,
DD

I would like to add that it is NEVER a good idea
to run Outlook on the same exchange mailbox in two
profiles simultaneously. There will be contention on the
system.

Having said this, I would suggest that you close all profiles
and go to the CACHED system, Delete the OST file. Then
open outlook again on the Cached mode configured profile.
It will rebuild the OST file fresh and new.

Be sure and let the client know how you have it configured to
synchronize with the server (how often it synch's the information
from the cache file (the ost file) back to the server. Is it set to
sychronize every few minutes, or just on login and logoff?

Also remind
the client that they need to use the menu to log off, not the X
when they log out. This will trip Outlook to perform the
housekeeping that it needs to do to make sure all the files are
sync'd and happy.

The last thing I would tell the client is to be sure and close out
of any profiles that she is open in, before opening another
session with the exchange server.

If this still doesn't seem to fix the "disappearing email" I would
look to see if the machine that is configured to be cached mode
has a local virus checker running on it. If it does, I would turn
off the option to check email because it sounds like you have
good protection for this prior to delivery to her desktop. Even if
a bad email got thru all your checks, the desktop checker should
take care of it if she tries to open it.

Nikki Peterosn

"Lanwench [MVP - Exchange]"
message In DukieDallas <[email protected]> typed:
"Lanwench [MVP - Exchange]"
in message In DukieDallas <[email protected]> typed:
<snipped>

Do you see anything in the "sync issues" folder?

No. There's absolutely nothing in the Sync Issues folder...on
either of the PCs where Cached Exchange Mode has been tried.

DD

That's very odd. Is Outlook on SP2? Tried it in safe mode?