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Outlook 2007 no longer updates IMAP mailbox

Posted on 2011-09-12
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Last Modified: 2012-05-12
We have a number of clients using Outlook 2007 with IMAP mailboxes.  Recently our ISP  made some changes to their mail servers, since when we are seeing the following problems:

Some (but not all) users do not have their mailboxes updated.  Renaming the .PST file or creating a new Outlook profile fixes the problem, but only temporarily;  within a day the problem is back.  Thunderbird and BlackBerry clients are not affected and always work fine.

The ISP assures us that their servers conform to IMAP specifications and are working correctly.  Outlook 2007 is patched to SP2 and all later updates through MS Update.  POP3 accounts work correctly in Outlook.

Any ideas appreciated!
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Question by:David Haycox
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by:apache09
apache09 earned 400 total points
ID: 36576727
Some (but not all) users do not have their mailboxes updated.  Renaming the .PST file or creating a new Outlook profile fixes the problem, but only temporarily;  within a day the problem is back

To me sounds like something outside of Outlook is causing this
If you recreate a Profile and it works fine
You know the ISP settings are correct
You know the Outlook Profile Settings are correct

If it stops working the next day, something would tell me that there must be something else interfearing with the Send/Receive Action Outlook takes to retrieve the email from the ISP

I would check that a Firewall is not affecting, or something like Antivirus or possibly UAC if on Vista or Windows 7

You could also try to Close Outlook and restart using
Start>Run>Outlook.exe /safe

If outlook works in Safe mode, you have a good indication here that its a Add-In or 3rd Party app Affecting it
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David Haycox earned 0 total points
ID: 36598180
I already tried disabling AV and running Outlook in safe mode; this made no difference.

After a few days the problem also occurred in Thunderbird, and could be fixed in a similar way (renaming or deleting the store folder).  Based on this the ISP admitted that the problem must be at their end, and moved forward a planned migration to a new mail cluster, which resolved the problem.
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Author Closing Comment

by:David Haycox
ID: 36895802
Problem was not related to Outlook in the end.  Useful tips from expert so points awarded, but question not possible to answer correctly as it was a 3rd party problem.
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