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Outlook 2007, Exchange 2010, folders are empty

Posted on 2011-09-19
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Last Modified: 2012-05-12
I have tried ressetting the views and starting Outlook in safe:3 mode. Still when some of the user created folders are clicked nothing is in them. Sometimes switching back and forth with other folders the empty one will repopulate, but not always. There doesn't seem to be any problem with the OWA as that is where they can be found when the folder doesn't repopulate in Outlook.
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Question by:dmaintern
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LVL 3

Expert Comment

by:jrgcomputing
ID: 36563109
Have you tried recreating the outlook account and setting up a new pst file?
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Author Comment

by:dmaintern
ID: 36563140
I have not. Since it's an old profile and I can't reproduce the problem I'm sure that a new account wouldn't just do the same thing.
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Expert Comment

by:Hendrik Wiese
ID: 36563297
Are you running outlook in cached mode?
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Author Comment

by:dmaintern
ID: 36564401
Yes, I think so. Would that effect the folders this way though?
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Expert Comment

by:Hendrik Wiese
ID: 36565043
On outlook, do the following:

1. Go to Tools menu and click on Account settings
2. Select the Exchange Account and Click Change
3. To turn on Cached Exchange Mode, select the Use Cached Exchange Mode check box.
4. Now click on More Settings and select the Advanced tab
5. Click on Outlook Data File Settings
6. In the file field you will see where the OST file is located, copy the path for later use. This is normally - C:\Users\%username%\AppData\Local\Microsoft\Outlook\ if the file was not moved.
7. Click OK > OK > Next and Finish
8. Now Click Close and then Close Outlook
9. Now click on start > run
10. Paste the following C:\Users\%username%\AppData\Local\Microsoft\Outlook\  and hit enter
11. Locate the OST that was mentioned in step 6 and delete it
12. Now re-open outlook. You will notice that it creates a new cached file so everything should now be sorted.

Hope this helps!!!
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Author Comment

by:dmaintern
ID: 36566665
HendrikWiese,
I will try this and see if it works.
thanks.
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Author Comment

by:dmaintern
ID: 36573913
HendrikWiese,
I put her in cached mode and it had to create the OST so I didn't both deleting it and remaking it. But she's still haveing the same problem.
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Author Comment

by:dmaintern
ID: 36573933
I don't know if it helps, but this problem with the folders happens in and out of Citrix.
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Expert Comment

by:Carl Webster
ID: 36580720
If you are using "Citrix" (and by that I mean XenApp), you should not be using Cached Mode.  Matter of fact, on a Terminal Server/Remote Desktop Services/XenApp server, you should even be able to select Cache Exchange Mode.  Cached Mode is supported in Outlook 2010 but unless all your users are local and you have tons of disk space, I still would not recommend it.
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Author Comment

by:dmaintern
ID: 36580746
Right, CarlWebster, I only put her in cached mode on her desktop to see if that would correct the problem there, and it didn't.
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LVL 37

Expert Comment

by:Carl Webster
ID: 36580797
In these cases, I would just delete the Outlook profile and create a new one.
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Author Comment

by:dmaintern
ID: 36582840
I created a new profile, but the problem still happens.
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Expert Comment

by:Hendrik Wiese
ID: 36582928
Does this only happen with one user account?
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Author Comment

by:dmaintern
ID: 36582939
She is the only one who has reported it. If there are others I don't know.
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LVL 21

Expert Comment

by:Hendrik Wiese
ID: 36582953
I think there might be something wrong with her machine. Have you tested her account on another machine?
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Expert Comment

by:Carl Webster
ID: 36583076
I agree with HendrickWiese, try same user on another computer.
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Author Comment

by:dmaintern
ID: 36583188
Ok, I've opened her email on my computer, and so far I've not had any problem. I'll find out if she had problems with specific folders and watch them for a couple of days.
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Author Comment

by:dmaintern
ID: 36712058
On my machine I have no problem viewing all her folders, I even remoted in and saw her open it in citrix and she had nothing there.  About 2-3 mins later while the folder was still open the emails appeared. I've had her create a new folder and move the emails to it. Hopefully this will change something.
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LVL 21

Expert Comment

by:Hendrik Wiese
ID: 36712211
As this is obviously a machine related issue. Try re-creating her profile and see if this resolves the issue.

Hope this helps!!!
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Author Comment

by:dmaintern
ID: 36718713
I've created a new profile for her already and it didn't help. Apperently this only happens with 2 of her folders. I had her create new folders and move the emails into the new folders will check back with her in a few days to see if this helps.
Thanks for all the comments!
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LVL 21

Expert Comment

by:Hendrik Wiese
ID: 36718730
I suppose if it still happens after this test the only thing would be to format or give her a new machine.

Good luck!!!
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LVL 1

Author Comment

by:dmaintern
ID: 36891250
I had her move all the emails to her inbox and delete the folder, so far no problems. It must be something with the rules she was using to move them, but she has rules for other emails that move them to other folders and there's no problem with them.
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Accepted Solution

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dmaintern earned 0 total points
ID: 36911510
I have had her create a new folder and move the emails there manually, and not create any rules for it. I'll be checking in with her soon to see if this will fix the problem of the empty folder. Then I'll have her recreate the rules she had before and see if the problem comes back then.
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Author Closing Comment

by:dmaintern
ID: 36975441
I don't know why this worked when everything else did not, but moving them all to her inbox and then slowly creating a new folder to but them in worked.
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