OWA Messages Dissapear

snake454
snake454 used Ask the Experts™
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Hello Experts!

I have a user experiencing weird behavior in Outlook.  If I send a message to the user and Outlook is closed on her PC...the message appears and stays in the OWA  Inbox.  However, once Outlook 2003 is opened on the user's PC, the message instantly disappears from OWA.  Never seems to make it to the Outlook client.

Oh...and it doesn't do this for all senders.  Some senders emails are getting through to the Outlook client..  All local users emails get delivered.

The view in both Outlook and OWA is set to "messages", and mail is set to deliver to her Exchange mailbox and not to a pst.  There are no rules set in Outlook.

Very Strange...
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Commented:
Have you tried to make a new profile in outlook withouth caching and see if you got the same behaviour.  This could be caused by a corrupt local outlook cache.

IT could also be a plugin (like antivirus) hooked in outlook.  You will have to do tests on both.
Awarded 2009
Top Expert 2010

Commented:
This is more than likely the junk mail settings.

Check the junk mail settings to ensure it's not sending mail to the deleted items or just permenantly deleting it.
make sure that the outlook client is set up correctly and is not using the pop3 protocol.  If it is, change it to a normal sync of mail rather than a pop download.

Commented:
i  suppose in outlook email account settings there database is selected PST rather than mailbox on the server .]
so if any mail sent to user it will go the the inbox and whenever outlook opened it process the rule in profile configuration and move that message to the PST folder .
go to Tools--> email account settings--> click view or change  and next
ther you can see at left down side the "Delivery new email to the following folder location"
this should be selected mailbox not the any PST created.
100% it will solve your issue

Author

Commented:
PlusIT....

I think you nailed it!  I created a new Outlook profile withouth caching, and her emails seem to be flowing and staying in both the OWA and Outlook Inboxes.  I will monitor the change today before I consider the issue solved.

Out of currosity, do you think I should try enabeling caching in the new profile?  For that matter, what is the point of caching anyway if the unit is not a laptop?  The PC is a desktop and the user does not read her email offline as a laptop\mobile user might.

As I said, will monitor today and report back.  THANKS!
Awarded 2009
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Commented:
Did you check the junk mail settings?
As these are also stored as part of the profile.

Commented:
what dematzer said could be the issue too so have a look at the junk email filters.

There's more then only the roaming advantage when you use caching.  In larger organizations it lowers the total network traffic a lot.
If you have only a small site you could leave caching disabled.  Although i mostly keep it on because outlook runs a bit smoother on heavier utilized networks and it's an extra backup :)

Mostly when i make a new cache file i keep the outlook open till it has cached completely.

Author

Commented:
PlusIT....

Running Outlook in cached mode is definitely the issue here.
As you suggested, I created a new Outlook profile, and initially left cached mode off.  User received all of her emails the last 2 days...especially emails form senders who's previous messages never made it to her inbox.

I then enable cached mode and let it fully sink.  The issue surfaced again....if her Outlook was closed, messages were visible in OWA.  As soon a I opened Outlook on her machine, the messages disappeared.  If I turned off cached mode, (in this new profile I created), the messages got to the Outlook Inbox.  She is not a laptop\mobile user, so other than the network traffic benefit you mention, running non cached is no big deal in the 30+ user environment.  Unfortunately, the geek in me would like to solve this issue.

I came accross the following possable fix:

Well, I had a similar problem with cached mode, but it had to do with a user's outside email disappearing.  Same scenario when non-cached (emails from outside showed up) and cached (outside emails disappeared).  What I did to fix the problem was put the user back on non-cached mode and then move all inbox & sent emails to a new personal folder.  I re-enabled cache mode and restarted outlook.  I then sent a test emails (hotmail, yahoo) from outside and emails finally showed up and stayed.  I think it has to do with emails somehow being corrupted when users don't close Outlook correctly. File-->Exit.  I'm assuming in my case, the corrupted file must be  from an outside email.  In your case, it may be a scanned email file that got corrupted.
Do you think this "parking" the messages in a PST makes sense?

To the other Experts helping here...messages are going the the exchange mailbox and not a PST.  There are no rules running, and these "vanishing" messages are definately not going to the Junk Mail folder.  View in Outlook is set to "messages", (all messages).

Thanks!

Commented:
I would not park it into a PST.  You have tried to put a new cache file active allrdy and again it failed.  So if all your software is up to date then the next logical step is make the user a new mailbox.  So backup the mailbox delete the mailbox and make the user a new one.  (dont restore it yet)

Config outlook with caching mode and do some tests in an empty mailbox.  If all goes well re-import the pst file you backed up back into the mailbox.  

Do some further testing, big chance this fixed it.

There could be issues where outlook is not closing when using the x in the top right.  You can check this behaviour by checking the taskmanager for the oulook.exe process.

Author

Commented:
PlusIT...

THANK YOU so much for getting me on the right track.

One more question before I close the case and award you your WELL EARNED points.  After I have backed up the mailbox to a PST and deleted it, how do I make a new mailbox for that user?  (Running Exchange 2003 on a SBS 2003 machine.)  I know that mailboxes are created when I add a user...but how do I manually add a mailbox under that users profile?  I'd like to keep that user account vs deleting and recreating.

THANKS again!
Commented:
You can right click the user in active directory, then go to exchange tasks then choose delete mailbox.  Some steps for recreating.  It is possible if you keep deleted mailboxes that it will automaticlly assign the old (deleted) mailbox back.  So be sure to delete the orphnaed mailbox first in exchange manager before re-creating!

Author

Commented:
PlusIT...

THANK YOU SO MUCH!  :-)

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