Outlook hangs on send/receive

[Jennifer A. Ray]

Hi there!

I've recently set up a new laptop and have had issues using Outlook 2007 on
it. I wondered if any of you had experienced the same issues and had a
resolution for it.

Environment:
Windows Vista Home Premium SP1 64-bit
Outlook 2007 SP1 (build 12.0.6316.5000)
POP3/SMTP email account (various services, including Comcast, Yahoo, IXWeb,
and Gmail)

Problem Detail:
I can set up the email accounts successfully and can send/receive, but the
procedure hangs when it is almost complete and does not download new email
until I end the Outlook process and launch Outlook again.

Resolution Attempts:
1. I tested this with a single email account, a new Outlook profile, and
a new, empty PST file to ensure that the profile or the pst were not
corrupt. This test also ruled out the idea that the issue is caused by a
large PST file.

2. I have run a repair on Outlook to correct any possible issues with the
installation.

3. I have rebooted the PC.

Thanks to anyone who may have an idea on this!

 

[Jennifer A. Ray]

Some additional info:

I have the polling interval for the various accounts set at a minimum of 15
minutes, and some at 60 minutes. The profile I set up with the single
account in it was set to 15 minutes.

I have set up a new send/receive group in the hope that it would correct the
issue, but it didn't have any effect on the problem.

 

[Roady [MVP]]

A very likely cause of this is having a virus scanner that integrates with
Outlook. Disable this integration and try again;
See http://www.msoutlook.info/question/20

 

[Jennifer A. Ray]

Thanks Roady!

I should have put in my resolution attempts that I do have Norton installed,
but the email options are turned off so it is not scanning incoming or
outgoing messages.

The problem persists even without antivirus scanning emails.

 

[Roady [MVP]]

I'm not using Norton myself but it is said that disabling the email options
is not enough. You'll have to uninstall it, run their cleanup tool and then
reinstall without installing the email component.

Anyway, before going that route;
-does it work in Outlook Safe Mode?
Start-> Run; outlook.exe /safe
-does it work in Windows Safe Mode with Networking Support?

 

[Jennifer A. Ray]

Hi Roady!

Thanks! I've not tried uninstalling Norton, but I will do that. I
appreciate the tip. I wouldn't be at all surprised if it were Norton.

I have tested it in Outlook Safe Mode and the problem exists there as well.

I will also test in Windows Safe mode with networking.

I'll post the results whether successful or not when I am done.

Have a good day!

 

[Jennifer A. Ray]

Results:

I uninstalled Norton completely. With no antivirus running on the system,
the issue still occurs.

I booted Windows into safe mode with networking and the issue still occurs.

So, the problem persists.

 

[Roady [MVP]]

Hmm, that indeed rules out a lot of things.
If you create a test user to logon to Windows with a completely clean user
profile. Does the issue still occur then?

As you've tested it also with a single clean account, I assume you didn't
have any rules configured then either? That could also cause a slowdown just
as having many addresses in your blocked/safe lists.

 

[Jennifer A. Ray]

Challenging, isn't it? LOL

When I set up a clean account, I also set up a clean Outlook Profile and a
brand new empty PST file. I had no rules set up then and only one POP
account. The problem still occurred.

I just got the PC last Thursday afternoon. It is brand new, and so the
Windows profile I am using is new. I installed Outlook Thursday afternoon
after installing all of the Windows updates and the problem appeared right
out of the gate. This is a local account on the station, not a domain
account, and the machine isn't even attached to any domain. So, this isn't
a roaming profile.

It might be worthwhile to create a test profile now that I've removed Norton
from the machine.

FYI, I had previously uninstalled Norton using the Windows uninstaller and
found an article this afternoon that suggested that leaves remnants of
Norton behind, so I have since run Norton's removal tool and the problem
still exists.

Thanks, Roady.