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Outlook 2010 Cannot Display Certain Emails That OWA Can

Posted on 2011-03-08
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Last Modified: 2012-05-11
Hello,
We have a user on Exchange 2010.  We moved his mailbox a few days ago.  During the move one of our CAS servers was experiencing a lot of errors.  We believe Exchange used this server to move the user.  He could not see any of his emails in Outlook from the point the move started.  We rebooted the affected CAS server and now every email AFTER the reboot is displayed.  The weird thing is that if you go into OWA, ALL of the emails are visible so we know the mailbox is not corrupted.  When he clicks on one of the affected emails, he sees, "This item cannot be displayed in the reading pane.  Open the item to read its contents."  However, when he tries to open the item, it says it cannot open it.  We deleted his Outlook Profile and recreated it but it's still the same.  Does anyone know how to fix this?  Thanks.
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Question by:henryataa
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by:Alan Hardisty
ID: 35071856
If the messages are in OWA, then they are on the server, so if Outlook is having problems displaying them, then please close Outlook, delete the offline cache file (.ost), then open up Outlook again and let it suck the mailbox contents down again which should sort your problem.

Alan
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Author Comment

by:henryataa
ID: 35071884
We already did that.  The error is still displayed for those emails.  Specifically from Friday around 12:30PM (when the move started) until Monday around 1PM when we rebooted the trouble-some CAS server.
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by:Alan Hardisty
ID: 35071930
In that case, I would move the mailbox again to a new store as that might iron out the problem.
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Author Comment

by:henryataa
ID: 35071952
OK,
We'll try that.  I'll post shortly.
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by:Alan Hardisty
ID: 35072038
No problems - I'm about for several hours before I turn in (about 7 hours more!).
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Author Comment

by:henryataa
ID: 35073008
Moved the mailbox and set the corrupted items to 0.  It moved without error.  However, after recreating the profile again, the same messages have that error but once again in OWA, we can see them.  What else can I try?
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Expert Comment

by:Alan Hardisty
ID: 35073975
Weird!  Can you turn off cached mode from Outlook please and see if that helps.
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Author Comment

by:henryataa
ID: 35075148
Tried that too.  Same thing happened.  I'm at a loss.
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by:Alan Hardisty
ID: 35075199
Okay - plan B

Can you configure the account in Outlook on a separate computer and see if the problem follows to another computer.

Thanks

Alan
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Author Comment

by:henryataa
ID: 35075231
OK.  Let me get his profile loaded on another computer.  I will post the results soon.
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LVL 76

Expert Comment

by:Alan Hardisty
ID: 35075248
Thanks.
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Author Comment

by:henryataa
ID: 35075338
No luck.  It happened on the other computer too.
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Author Comment

by:henryataa
ID: 35085620
Does anyone have any other suggestions?
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LVL 74

Expert Comment

by:Glen Knight
ID: 35085649
I've seen this a couple of times and each time it's been down to the antivirus on the computer.

Uninstall the antivirus, reboot and see if it makes any difference, if it does, re-install the AV
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Author Comment

by:henryataa
ID: 35085672
The test machine we used did not have any anti-virus software installed.
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by:Glen Knight
ID: 35085716
Oh :(

I would suggest a repair install of outlook if it hasn't already been done?
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Author Comment

by:henryataa
ID: 35085760
We tried using a whole other computer so I don't think that's it.  I have been researching ways to reset a mailbox but I think the only way of doing that is by moving it (which we have done).  We tried disabling MAPI and re-enabling MAPI for that user.  That didn't fix it either.  I am completely stumped.  I think I'll setup POP (with the option of leaving a copy on the server) and see if they come down correctly that way.  If it does, then I'll take the PST to the original computer, delete the questionable messages and upload them back to the mailbox from the PST.  Does that sound reasonable?
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by:Glen Knight
ID: 35085781
/mental note to self, read the question properly before posting :)

Yes, if you've moved the mailbox already, I'd export the data, delete the mailbox, create a new one then re-import the mailbox data.
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Author Comment

by:henryataa
ID: 35085805
OK,
I'll try to run the export-mailbox command to a PST.  I'll post shortly.  Thanks.
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Accepted Solution

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henryataa earned 0 total points
ID: 35088388
OK,
Not fun.  The Export-Mailbox command exported the emails but once again, the email on the PST file could not be loaded.  We used a Mac to connect via Apple Mail and EWS.  We grabbed the affected emails and exported them to an MBox file.  We used a program called emltopst and opened the MBox file which converted it to PST.  It had some strange errors like extra p> characters but we'll take it.  SOOOO strange.
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Author Closing Comment

by:henryataa
ID: 35126409
I resolved it on my own.
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