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Recall messages stuck in Outbox

Posted on 2006-11-02
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Last Modified: 2012-05-05
I'm using Outlook 2003 and Exchange 2000.  When I try to recall a message, the recall gets stuck in my Outbox--no error message.  I don't have any problems sending normal messages.  At least one other user is having this same problem; they're using Outlook 2002.  Yet another user is also using Outlook 2003 and doesn't have any problems recalling messages.
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Question by:meymroehl
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LVL 18

Expert Comment

by:Frankco
ID: 17866088
Hi meymroehl,

Although this is happening to other computers and seems to be related to something other than your computer, I still think there is some corruption in your pst file. So, try this first. If it doesn't fix it then follow the steps after the repair section below.

Repair your pst using scanpst, (Inbox repair tool).

Scanpst.exe is located here:
<disk drive>:\Program Files\Common Files\System\Mapi\1033\

Double click it and browse to your pst file located here:
C:\Documents and Settings\<profile>\Local Settings\Application Data\Microsoft\Outlook

NOTE: These files are hidden by default.
To see hidden files:
1. On the Tools menu in Windows Explorer, click Folder Options
2. Click the View tab
3. Under Hidden files and folders, click Show hidden files and folders
4. Disable "Hide File Extensions for Known Files."
5. Click OK.

If that doesn't fix it, start Outlook in safe mode and test.

Go to Start > Run and type
"C:\Program Files\Microsoft Office\OFFICE11\Outlook.exe" /safe

If that works check your addins:
In Outlook click Tools ~ Options ~ Other ~ Advanced Options ~ Addin Manager.
Uncheck all and restart Outlook. Recheck one at a time to see which one is causing the problem.

If that doesn't fix it, create a new profile:

1. Click Start, and then click Control Panel.
2. Double click the mail icon. If you do not see the mail icon, click Switch to Classic View.
3. In the Mail Setup dialog box, click Show Profiles.
4. On the General tab, click Prompt for a profile to be used, and then click Add.
5. Type in a name for the new profile in and then click OK.
6. In the E-mail Accounts dialog box, click Add a new e-mail account, and then click Next.
7. Click the appropriate server type for your new e-mail account, and then click Next.
8. Type your account information in the required boxes, and then click Next.
9. Click Finish, and then click OK.

Let us know how you do.

cheers,
frankco
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LVL 8

Expert Comment

by:ckeshav
ID: 17872427
Hi meymroehl,
    You can bring the Outlook to offline mode and delete the message if is stuck in Outbox.

Regards
Keshav.C
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Author Comment

by:meymroehl
ID: 17872450
Hi Frankco:
I don't use a PST file--auto-archiving is turned off.  Also, Outlook is not running in Cached Mode.

Tried to start Outlook in Safe Mode.  Still was not able to recall a message.

Tried a create a new profile.  Still was not able to recall a message.

ckeshav:
I can delete the message from the Outbox, that's not the problem.  The problem is that the recall doesn't work.  If I accidentally send an email to somebody, I can't recall it because the recall message is never sent--it stays in the outbox.
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LVL 8

Expert Comment

by:ckeshav
ID: 17872459
Hi meymroehl,
   I understand the issue you are facing, but any message(even with the message your are trying to recall) you are sending will not be delivered to the receipent unless it reflects in your sent items. If the message still shows in the Outbox it would have not been delivered.
So if you have already deleted the message that should do.

Regards
Keshav.C
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Author Comment

by:meymroehl
ID: 17872465
The original message (the one I didn't want to send) does end up in "Sent Items".

I tested by sending an email to someone.  They received it.  I tried to recall the message.  They never received a recall notification.
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Expert Comment

by:ckeshav
ID: 17872485
If the receipent as already read or opened you message the receipent would not receive the recall message
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Author Comment

by:meymroehl
ID: 17872498
If that were the case, they would receive a message that I attempted to recall the message, and I would receive a message that the recall failed.  But that's not the problem.  The problem is the recall never leaves my outbox.  Even if the other person doesn't open my email, they still won't receive the recall.

I can use somebody else's account and successfully send a recall message.  I can go over to Bob's desk, log in as Bob, send an email to me, and recall it successfully.  I can send an email to Bob, but I can't recall it.
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LVL 18

Expert Comment

by:Frankco
ID: 17872965
Hi meymroehl,

This is a stubborn one isn't it.

Can you click Help ~ detect and repair in Outlook?
I'm thinking at this point something is wrong with the application.

Or...

In theory, you should be able to creat a new profile for you on Bob's computer and recall a message. If so, that means your mail store on the server is okay. If not, have the Exchange admin run maintenance on your mail store on the server.

cheers,
frankco
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LVL 18

Expert Comment

by:Frankco
ID: 17872983
Hi meymroehl,

One question. Do you use any kind of PIM?

cheers,
frankco
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Author Comment

by:meymroehl
ID: 17886420
I logged into Bob's computer with my account, and I still wasn't able to recall.

I found something that might help narrow down the problem.  I tried to open Bob's mailbox using my account (I'm a domain admin, so I have that permission).  Using my account, I was not able to recall a message from Bob's mailbox either--it got stuck in his outbox.  So it seems there's something goofy with my permissions.

If you look back at my original question, I said another user is having the same problem.  That user is not a domain admin, just a normal user.

At this point I suppose I'll have to elaborate on our network structure.  We have two domains; I'll call them LogonDomain and MailDomain.  The only server that is a member of MailDomain is the Exchange 2000 server.  Every user has two accounts: a disabled mail-enabled account on MailDomain, and an enabled account on LogonDomain that they use to log into their workstations.  Every mailbox on MailDomain has its Associated External Account set to the appropriate account on LogonDomain.  (Don't chastise me on the stupid structure.  I "inherited" it from the old admin, and it will be going away when we migrate to Exchange 2007 next year.)

Here's the thing.  I don't normally use my own limited-user account, I'm normally logged on as the LogonDomain administrator.
Also, the other user that is having problems--she's a user who was recently married.  She has two LogonDomain accounts but only one MailDomain account (similar to my situation).

I checked, and neither one of our accounts that we normally sign in with were set as Associated External Accounts for our mailbox.  I set the permissions correctly now, I think.  I tried to log out and log in again, but still can't recall.  I'll try again later to see if it's one of those things that "just takes time"
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Author Comment

by:meymroehl
ID: 17886971
That was the fix!  Mods, you can close this topic.
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