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Outlook 2007 Shared Mailbox Messages Stuck in Outbox Although Sent Successfully

Posted on 2011-03-10
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Last Modified: 2012-05-11
We have a few accounting users that share a mailbox for sending invoices out.  All users are using Outlook 2007 SP2 on Windows XP.  The mailbox lives on an Exchange 2010 server.

If the users send an email directly from Outlook, there is no issue.

However, our finance application uses an Outlook profile to send emails from their computers.  The emails are delivered successfully, but they remain in the Outbox and don't show up in sent items.

This appears to affect all of the users that use that mailbox.

Some things we've tried:

- Cached and non-cached mode (no change in behavior)
- RPC over HTTPS and direct MAPI (no change in behavior)

We are going to see if we can upgrade one of the affected users to Outlook 2010 to see if that changes anything.
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Question by:WITBloke
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by:omgang
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I have a user seeing similar behavior -- Outlook 2007 with Exchange.  The user has two office lcoations and has noticed that if he sends messages via Outlook from one location he often finds the messages in his Outbox when he runs Outlook at the other location.  I believe the issue may be related to the user permanently deleting sent items immediately after sending, e.g. when sending just before exiting Outlook.  Is it possible the finance application is deleting/moving the Sent Item and causing the behavior?
OM Gang
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by:WITBloke
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Thanks for the reply.  It's tough to tell what exactly the finance application does.  At first glance I would assume that it just sends the email and let's outlook move the message from outbox to sent automatically.

Perhaps you're right though.  I wonder if there is some logging we can do to see exactly what steps the finance application is taking.

We're going to try to upgrade to Outlook 2010 to see if that helps this week.
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by:omgang
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I've copied this from my organizations IT intranet.  It appears it's not an isolated issue.  See if any of the suggestions help in your situation.
OM Gang


We have seen reports of situations where email is stuck in the outbox when running Outlook 2007 in cached mode. We are working with Microsoft on this issue. In some cases, when an email is sent, it is not moved from the Outbox to the Sent items. However, in cached mode, the Outbox does not show any email. When the Outlook client is set to Online mode, the Outbox will show email. These messages have been sent, and received. We are trying to determine if this affects Outlook 2003 and 2010 as well.

To troubleshoot this will require that the Outlook client be in a supported mode. Specifically, Microsoft will not support an Outlook client that has .PST files stored anywhere other than locally attached drives. This has been true since .PST files were first created. Thus, if a customer has this issue, and has .PST files stored on a network drive, the customer will need to have a new Outlook profile created that does not have .PST files stored on a network drive. You can either move the .PST files locally before creating a new Outlook profile, or leave them  out of the new profile for testing purposes.

Other than the .PST issue, Microsoft has seen this occasionally when Outlook Add-Ins scan the email messages either before or after sending. Some add-ins that can do this include anti-virus (Nod32 in our case), and "social" add-ins.

To verify which add-ins are loaded is a multi-step process.

1) In the Outlook 2007 client, look in Tools...Trust Center.. Add-Ins
2) On an x86 operating system, look in these registry keys:
HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\Outlook\Addins
HKEY_CURRENT_USER\Software\Microsoft\Office\Outlook\Addins

On an x64 operating system, you also need to look in this registry key:
HKEY_LOCAL _MACHINE\Software\WOW6432Node\Microsoft\Office\Outlook\AddIns

Working with Microsoft, we have identified a potential fix.

 This fix involves modifying the registry on the affected machine.

Exit Outlook 2007.

Start Registry Editor.

 

In Windows XP, click Start, click Run, type regedit, and then click OK.

Locate and then right-click the following registry subkey:

 

HKEY_CURRENT_USER\Software\Microsoft\Office\12.0\Outlook\Cached Mode

(If the key does not exist, you will need to create it)

On the Edit menu, point to New, and then click DWORD Value.

Type SendOne, and then press ENTER.

Right-click SendOne, and then click Modify.

In the Value data box, type 0, and then click OK.

On the File menu, click Exit to exit Registry Editor.

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by:WITBloke
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Thanks omgang.  We'll give this a try later today!
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by:WITBloke
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Just noticed that the fix only applies to cache mode... but we'll try it anyhow and switch the user back to cache mode.
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by:omgang
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Basically it says the issue exists in both cached mode and non-cached mode but is apparent/visible to the user in non-cached mode.  You're correct that the registry fix appears to be for cached mode only.  I haven't actually tried the fix as the user is satisfied with understanding what is going on.
OM Gang
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Author Comment

by:WITBloke
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No good.  The registry setting didn't affect the behavior of Outlook in cached mode or not.

Also, a new behavior is that we can no longer move the messages from the Outbox to another folder.  We created a folder called "stuck-outbox" under sent items that the accountants were manually moving messages to.  No longer works (for one user at least).  Drag and drop doesn't do anything and right-click move folder doesn't either.

Anyhow, next step is upgrading to 2010.  We have a test box that we've replicated the behavior on that we're going to try.
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by:omgang
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WITBloke, wish I could be more help.  Curious to hear if 2010 resolves the issue.  Let us know.
OM Gang
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WITBloke earned 0 total points
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Outlook 2010 resolved the issue.  Annoying, but good news.
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by:omgang
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Yes that is good news.  Thanks for the update.
OM Gang
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Author Comment

by:WITBloke
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Thanks for the help!
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Author Closing Comment

by:WITBloke
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Product upgrade resolved issue.
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