Outlook not displaying mail

[isaac.grover]

Good afternoon from Wisconsin,

One of our remote users accesses her email through Outlook to an
Exchange server after authenticating on our VPN.

The problem she was experiencing a few days ago was that she would
authenticate on the VPN, start up Outlook and her Outlook wouldn't
display any email. After verifying all her settings were correct, we
had her send it to us to be looked at.

We fired up her laptop, authenticated on the VPN, and started Outlook.
It complained once about needing to be started up in safe mode, we
obliged, and rebooted the laptop after shutting down Outlook. After
restarting, we authenticated on the VPN, started up Outlook, and it
worked just fine. We sent and received a few test messages to verify
functionality. Then we sent it back with a clean bill of health.

She called us today complaining of the same problem.

What in her environment could have changed such that she can't access
her email in Outlook after authenticating on the VPN?

Thank you in advance,

 

[Lanwench [MVP - Exchange]]

In

Good afternoon from Wisconsin,

One of our remote users accesses her email through Outlook to an
Exchange server after authenticating on our VPN.

The problem she was experiencing a few days ago was that she would
authenticate on the VPN, start up Outlook and her Outlook wouldn't
display any email. After verifying all her settings were correct, we
had her send it to us to be looked at.

We fired up her laptop, authenticated on the VPN, and started Outlook.
It complained once about needing to be started up in safe mode, we
obliged, and rebooted the laptop after shutting down Outlook. After
restarting, we authenticated on the VPN, started up Outlook, and it
worked just fine. We sent and received a few test messages to verify
functionality. Then we sent it back with a clean bill of health.

She called us today complaining of the same problem.

What in her environment could have changed such that she can't access
her email in Outlook after authenticating on the VPN?

Thank you in advance,

Not sure, but what version of Outlook is she using? If she's using OL2003,
she ought to be using cached mode...if she's using an earlier version, she
ought to be configured to use an offline file/OST file, and should probably
be set up to work offline by default with scheduled syncs in the background.