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Outlook 2007 - Delay receiving e-mail (windows 7, SBS 2003 server)

Posted on 2010-11-30
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Last Modified: 2012-05-10
Hello Experts,

This one has me puzzled -- 3 new windows 7 professional x32 workstations with Office 2007 were introduced into a SBS 2003 network.  All 3 are running Trend Micro Worry Free Business Security 7.0 client with no software-based firewalls.  Randomly, users' Outlook 2007 doesn't download messages into Outlook until hours or sometimes days after the message was downloaded into Exchange.

Message Tracking and the envelope information does not show any delays (i.e. messages were received by exchange on time) -- they just don't show up in Outlook 2007 randomly.  Outlook 2007 status is online (connected to Microsoft Exchange).  Sometimes a message comes into outlook when the user restarts their PC, other times they have to switch to offline mode and back to online mode and new mail (from days ago) gets downloaded.

I changed exchange mode to non-cache and then back to cache mode.  Didn't help.  I disabled windows firewall using Group Policy, didn't help.  

My suspicion is that this might be related to the antivirus software -- but I don't want to disable the AV software.  I need a way to check and see what is causing Outlook to not be able to download "SOME" messages "live".  MAPI conversations?

What next steps to take?  How can I view the conversation (and understand it) or the traffic that might be blocked at the client side?  

This issue does not seem to have affected Windows XP / Office 2003 users, just Windows 7 and Outlook 2007.  Any insight or ideas would be greatly appreciated.

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Question by:taki1gostek
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Expert Comment

by:rsoly777
ID: 34240746
have you tried looking in the client on the PC for Trend Micro Worry Free Business Security 7.0? I would also check the console on the server it is possible it is getting blocked there.
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Expert Comment

by:Nathan-B2B
ID: 34244601
Jump on a workstation that is having the problem.

Load up the Outlook Web Access site - https://yourserversipaddress/exchange, log in as the user and see if the email is there.

If you can see the email in OWA, but not in Outlook, then it's a problem with the workstation.

Also, try manually unloading the antivirus and seeing if the problem persists.  Unloading (not uninstalling) will stop the Trend Micro process for that session only, when the user restarts their machine, it will return.
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Accepted Solution

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taki1gostek earned 0 total points
ID: 34244895
Thanks for the suggestions.  That's exactly what I'm doing now, first I'll have the user watch owa to detect the inconsistency between it and outlook. Then I'll test for a day or two without av running.  Is there another idea that comes to mind?
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Expert Comment

by:Nathan-B2B
ID: 34263576
The only other thing I could suggest would be to turn off cached exchange mode, to rule out any offline/cache problems.
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Author Closing Comment

by:taki1gostek
ID: 34434231
none of the above helped.  issue appears to have gone away after the user's mailbox was recreated from scratch.
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