Outlook/Exchange 2003, Blackberry: messages being resent and messages in outbox but being sent.

Posted on 2008-11-13
Medium Priority
Last Modified: 2012-05-05
We have a user that suddenly sent out about 280 e-mails, from recent to over 2 years old. This happened on more than one occasion when we rebooted the 2003 Exchange SP2 server. We have 9 other users that are experiencing absolutely no problems.

We have uninstalled and reinstalled Office 2003 on his laptop. We also thought it could be his Blackberry so we completely removed him from BES Pro Server and wiped and reset the hand held device.

We opened a ticket with Blackberry and worked through some issues with settings in BES & on the Blackberry but at this point they are pointing to Outlook or our Exchange server. Blackberry had me turn his Cached Exchange Mode off in Outlook and the 280 messages appeared in his outbox but were not sent.  
Now when the user sends e-mail from his Blackberry or from Outlook they all show up in his outbox. These messages are actually sent yet they dont go into the sent items folder they just stay in the Outbox.

Ive read that creating a new account in Outlook without deleting the old one could solve the problem but I dont know how to do this or if the user will be able to continue to work. Is it ok to import his .pst files into the new account?

Should I completely remove him from Exchange? Can I do that without affecting his Active Directory account?
Having these messages being resent is causing real problems for the user and our clients.

Any assistance with this is greatly appreciated!!!
Question by:jjfrett
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LVL 15

Assisted Solution

tenaj-207 earned 400 total points
ID: 22956893
Don't completely remove him from exchange yet.  First create a new profile for him.

To create a new profile in Outlook:
1) Open the control panel
2) Switch to Classic View (if that's not already the default)
3) Click on the Mail icon
4) Click on the Add button
5) Name your new account
This part differs depending on which version of office you have but the basic is you want Microsoft Exchange server, and you'll need to put in the server name and the user name.

The last step is back at the Profile list make sure that you select the new profile under the drop down - Always use this profile.

If you need additional detail let me know what version of Outlook you have.

Author Comment

ID: 22960186
Thanks tenaj-207!  Yes that is basically what I have been reading. And thank you for the step by step!
We are currently using Office 2003 Pro Plus on this users laptop. I'm Interested to hear how this is done in both Office 2003 and 2007 if your up for it.
LVL 15

Expert Comment

ID: 23024077
jjfrett, sorry for not posting back sooner.  I've picked up a big project and haven't had time to make the document with step by step instructions for Outlook 2003/2007.  I'll try to upload them later this week.
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Author Comment

ID: 23028617
Thanks again! I'm still working with the user and I have not created a new profile yet. We have turned "Cached Exchange Mode" back on and everything seems fine so far. We still need to reboot the exchange server a couple times to see if the 300 e-mails being resent issue will happen again or not. I'm looking forward to your instructions!

Author Comment

ID: 23105396
I would like to clarify that the 9 users are using blackberry devices and there are 40 other users that only use MS Outlook 2k3 and 2k7 all with no problems. This is just one user having this issue.

Also, I had him create a .pst. because his .ost file was 2.5 gig. It is now down to 700mb.

We are going to try to upgrade him to MS Office 2007 and see if anything changes.
LVL 15

Expert Comment

ID: 23105509
Great.  I'll try to email you the directions for 2007 later today.

Accepted Solution

jjfrett earned 0 total points
ID: 23353920
We did the upgrade. The user made the mistake of "extracting" the huge and potentially corrupt .pst file into his mailbox rather than just importing it to be viewed in Outlook. That locked up the server. The e-mail was re-sent again. Exchange started to crash every now and then.

At that point we outsourced for support and they ended up having Microsoft remote into our exchange server and make some settings modifications. We monitored that for a while.

We then:
removed his profile from the laptop
created a new one and copied the old one to it
Had him create more .psts
renamed his AD account (user to user OLD)
created a whole new user in AD and a new mailbox in exchange

After some time of monitoring that seemed to solve the problem.
We then realized his old account has still in the GAL and internal users were trying to send e-mail to that account as they use the N2k file for the drop down in the "To:" box. I logged on to the old account and forwarded those e-mails to his new account.
We then simply removed the old account from AD and marked the mailbox for deletion and purged it the next day.
LVL 15

Expert Comment

ID: 23355427
Glad to hear that it's been fixed.

Sorry I slacked off on those instructions, my life got really busy, my wife had a baby and at work a big project came up.  I haven't had a chance to get back to Experts-Exchange very much.

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