Outlook 2007 IMAP profile goes offline for no apparent reason, I stop receiving email and can't get it back online

This is actually a client's pc, and we haven't been able to determine what occurs to make it happen, but occasionally outlook just shows to go offline. At that point the IMAP folders don't sync and you get an error message. I'm attaching that to this post. You can still send.

>The user is using Office 2007 on an XP laptop.
>I recently set him up as an IMAP user (from being an Exchange user)
His IMAP folders are set to download the full email in all folders. (I"m wondering if this is part of his problem, but I did it this way because he sometimes takes flights and reads/replies to email while he cannot be connected to the inthernet. This way the message is there for him to see)
>The user is running McAffee Internet security and email scanning is turned on
>The user is very mobile and will hibernate his system with Outlook open, including several emails, and unfinished replies/new email, then travel to a different location, reconnect either wired or wirelessly. ( I thought this might be a problem but I can't recreate the problem, and a move doesn't necessarily make the problem occur. It might happen 2 hours into the day after things had been working fine.)
>Closing and re-opening Outlook seems to fix the problem, but it is a major hassle because he might have 10 emails open or in the process of being edited.

Thanks for any ideas.


brentImapconnecterror.jpg
bwierzbickiAsked:
Who is Participating?

[Product update] Infrastructure Analysis Tool is now available with Business Accounts.Learn More

x
I wear a lot of hats...

"The solutions and answers provided on Experts Exchange have been extremely helpful to me over the last few years. I wear a lot of hats - Developer, Database Administrator, Help Desk, etc., so I know a lot of things but not a lot about one thing. Experts Exchange gives me answers from people who do know a lot about one thing, in a easy to use platform." -Todd S.

HardwireCommented:
Can I ask, why set him up using IMAP and not just cached mode with offline folders setup?

This will allow him to still use it while not connected to the internet, but also keep his use in full exchange mode while he is connected?
0
bwierzbickiAuthor Commented:
He wanted to cut cost by getting off the Exchange server service he was using. Two companies merged and instead of switching everyone to exchange he wen to imap.
0
HardwireCommented:
Ah...ok.

Well, a couple of things could cause this, most likely network related.

Have you confirmed he is connecting via a hardwire and not via wifi? Also is there more then one DNS server in the domain that his machine can reach?
0

Experts Exchange Solution brought to you by

Your issues matter to us.

Facing a tech roadblock? Get the help and guidance you need from experienced professionals who care. Ask your question anytime, anywhere, with no hassle.

Start your 7-day free trial
Big Business Goals? Which KPIs Will Help You

The most successful MSPs rely on metrics – known as key performance indicators (KPIs) – for making informed decisions that help their businesses thrive, rather than just survive. This eBook provides an overview of the most important KPIs used by top MSPs.

bwierzbickiAuthor Commented:
last time this occurred he was definitely hardwired. I connected via logmein and saw that. he was.
Ok, I just looked and they have a linksys plugged into the dsl modem. The dsl modem is a dhcp server and issues the linksys a private ip...192.168.1.100. The linksys in turn is a dhcp server that is issuing iP's to the local network...192.168.0.0. This linksys lists it's dns server as the dsl modem, which has 2 dns entries. The lan clients get a dns server assiged via dhcp, it's the linksys. Kinda flaky, I need to turn the dsl modem to bridge mode at some point and get rid of the double nat. Maybe initially I'll set 2 static dns entries in the nics' for his laptop. Do you think that would help?
0
bwierzbickiAuthor Commented:
I'm going out today to put the dsl modem in bridge mode
0
bwierzbickiAuthor Commented:
Well, I've done the suggestions mentioned above and he is still having problems. As of yesterday he was goning to move a bunch of stuff from the server to the pst on his machine. I will try a couple of more things, like recreating his profile and getting rid of McAfee to see if it helps. If not I will recommend that he go back to the Exchange server he used to use. I don't know if it's GoDaddy and if I should trust them to host exchange or not after this. I will definitely not recommend imap to other clients.
0
bwierzbickiAuthor Commented:
Ok, I have changed the automatic send/receive to 30 minutes (from 5) and it appears things are working more smoothly. If the customer likes this I will probably have him work offline mostly, since I can still have Outlook do an automatic send and receive in offline mode. Also, new email appears to come in automatically while in offline mode, if I'm not mistaken it comes in no matter what you have auto send/receive set for. I think the auto send/receive only has to do with syncing folders and sending from your outbox. I think I will end up having the full email download instead of just headers, automatic send/receive set for 30 min's in online and offline mode, and having the user work in offline mode mostly. This is because in offline mode, changing folders doesn't initiate some sort of sync with the server. Will post more once I determine how it works
0
bwierzbickiAuthor Commented:
just made the change to the user that had the most problems. will monitor and post again in a few days
0
bwierzbickiAuthor Commented:
user still reported problems, looked at IP settings and noticed that DNS had a strange setting. DNS 1 and 2 were the same IP, DNS 3 and 4 were the same IP.

I don't know where that come from, but as a quick test I gave him a static ip and dns setting and was told there is no hang up. That's been a couple of days and i havent heard from him since, not that that means anything
0
bwierzbickiAuthor Commented:
Thanks for your comments hardwire. I think correcting the dns stuff helped.
0
It's more than this solution.Get answers and train to solve all your tech problems - anytime, anywhere.Try it for free Edge Out The Competitionfor your dream job with proven skills and certifications.Get started today Stand Outas the employee with proven skills.Start learning today for free Move Your Career Forwardwith certification training in the latest technologies.Start your trial today
Outlook

From novice to tech pro — start learning today.