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Random problems with Outlook 2010 SP1

Posted on 2011-09-21
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Last Modified: 2012-05-12
Our end users are running Office 2010 SP1 and we have an Exchange 2010 mail server. Client systems are Windows 7 Ent. Ed. (32 bit) and Exchange runs on Server 2008.
Since rolling out newly imaged Windows 7 client PCs with Office 2010 SP1 on, our end users have been reporting strange random issues with Outlook 2010.

1. Saving appointments to the calendar: When a user tries to save an appointment to their calendar, the first attempt results in Outlook stating that the folder has been moved or renamed, or the user doesn't have permissions. If the user tries subsequent times, they are able to save the appointment on the 3rd or 4th attempt without error.
2. Reply to All: When a user attempts to Reply to All, Outlook responds that the object could not be found. As above, if the user makes repeated attempts to do a Reply to All, it will succeed eventually without error.

There are no errors being logged in any of the event logs relating to this issue and it seems very random. It affects users with both roaming and mandatory profiles alike.

We've recently introduced Lync 2010 into our environment as well as Exchange UM. We also run Sharepoint 2007 on the network.
Has anyone else had similar issues with Outlook 2010 SP1?
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Question by:stedwardsitdept
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Expert Comment

by:apache09
ID: 36577892
Sounds like issues commonly found when users have cached Exchange Mode Turned On

This is turned on by Default when the users Profiles are setup, unless otherwise specified in an custom install

Check these users to see if they do have cached exchange mode on.
If they do, and there is no practical reason for it to be turned on (i.e. Laptop Users or Network Connectivity Issues) Turn it OFF

Close and reopen Outlook

They should be much better for it.

if that doesnt Help, I would look to see if these "Problem users" are syncing their Outlook / Calendars to Mobile Devices....

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Author Comment

by:stedwardsitdept
ID: 36580464
@apache09:
Thanks for your input. No, we have Exchange cached mode disabled by default by way of a customised outlook profile (PRF file) built with Office customisation tool. All Outlook clients run in "online" mode. The users in question aren't doing any sync'ing.
The only thing that comes close is a bespoke application that runs in the background and syncs data from a SQL back-ended program into certain users calendars. This only runs at midnight and completes within an hour.
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Author Comment

by:stedwardsitdept
ID: 36813799
In our original post, we listed the Outlook 2010 response to the user's attempts to do a "Reply to All" as "the object could not be found". The actual error message is "The ITEM could not be found" (not the "object").
We've been able to reproduce the reply to all issue and below is what we've found:

1. If user logs on and immediately goes into Outlook and immediately tries to do a reply to all to a message, they get the "The item could not be found" response.
2. If user logs on, waits several minutes, then opens Outlook and immediately tries a reply to all, they get the above error response.
3. If user logs on, then opens Outlook, then leaves it open for several minutes (3 to 4), then tries the reply to all, they do NOT get the error response.

This leads us to believe that Outlook is still busy with something in the background when it first starts up that is interfering with some basic operations (like reply to all).
0
 

Author Comment

by:stedwardsitdept
ID: 37136860
Still no responses to this?
Here's a bit more on what we've done to try to trace the issue:

1. Test on a PC that doesn't have any group policy objects applied against it (user or computer configuration). Issue still exists.

2. Run MS update on the PC, focusing only on Office updates. Issue still exists after the updates.

3. Stop and disable numerous services that are related to network security applications that we install on all PCs. Issue still exists.

Help still very much needed please. Thanks.



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Author Comment

by:stedwardsitdept
ID: 37136873
We've also tried starting Outlook in safemode (to prevent add-ons from loading) and the issue still exists.
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Author Comment

by:stedwardsitdept
ID: 37158633
This looks like it may be an issue with our Outlook profile. I was sure we tested this when this issue first came to light, but have gone back and tested it again, and the issue now seems to go away when I put in a new outlook profile. Our current Outlook profile was configured with the Office Customization Tool and the resultant PRF file is stored in the NETLOGON share on our DCs. We then installed Office on an image (Windows 7) and rolled that out to all the client PCs and Office then directs Outlook to that PRF file when the end users login. What I did to test this was to login as a user, open Control Panel -> Mail -> Show Profiles. I then added a new profile (just called it Outlook) and selected "Prompt for a profile to be used", then selected the new profile I created when I started Outlook. This seems to emlinate the issue. However, we're now not sure what exactly is wrong with our original profile. We didn't do anything out of the ordinary when creating it. I'm pasting the contents of that PRF file below:

;Automatically generated PRF file from the Microsoft Office Customization and Installation Wizard

; **************************************************************
; Section 1 - Profile Defaults
; **************************************************************

[General]
Custom=1
ProfileName=OutlookPRF2011
DefaultProfile=Yes
OverwriteProfile=Yes
ModifyDefaultProfileIfPresent=false

; **************************************************************
; Section 2 - Services in Profile
; **************************************************************

[Service List]
;ServiceX=Microsoft Outlook Client
ServiceEGS1=Exchange Global Section
Service1=Microsoft Exchange Server

;***************************************************************
; Section 3 - List of internet accounts
;***************************************************************

[Internet Account List]

;***************************************************************
; Section 4 - Default values for each service.
;***************************************************************

;[ServiceX]
;FormDirectoryPage=
;-- The URL of Exchange Web Services Form Directory page used to create Web forms.
;WebServicesLocation=
;-- The URL of Exchange Web Services page used to display unknown forms.
;ComposeWithWebServices=
;-- Set to true to use Exchange Web Services to compose forms.
;PromptWhenUsingWebServices=
;-- Set to true to use Exchange Web Services to display unknown forms.
;OpenWithWebServices=
;-- Set to true to prompt user before opening unknown forms when using Exchange Web Services.


[ServiceEGS1]
MailboxName=%UserName%
HomeServer=our_client_access_server.our_domain.com
AccountName=Microsoft Exchange Server
ConfigFlags=0x00000000

[Service1]
OverwriteExistingService=No
UniqueService=No
MailboxName=%UserName%
HomeServer=our_client_access_server.our_domain.com

;***************************************************************
; Section 5 - Values for each internet account.
;***************************************************************

;***************************************************************
; Section 6 - Mapping for profile properties
;***************************************************************

[Microsoft Exchange Server]
ServiceName=MSEMS
MDBGUID=5494A1C0297F101BA58708002B2A2517
MailboxName=PT_STRING8,0x6607
HomeServer=PT_STRING8,0x6608
OfflineAddressBookPath=PT_STRING8,0x660E
OfflineFolderPathAndFilename=PT_STRING8,0x6610

[Exchange Global Section]
SectionGUID=13dbb0c8aa05101a9bb000aa002fc45a
MailboxName=PT_STRING8,0x6607
HomeServer=PT_STRING8,0x6608
ConfigFlags=PT_LONG,0x6601
RPCoverHTTPflags=PT_LONG,0x6623
RPCProxyServer=PT_UNICODE,0x6622
RPCProxyPrincipalName=PT_UNICODE,0x6625
RPCProxyAuthScheme=PT_LONG,0x6627
AccountName=PT_UNICODE,0x6620

[Microsoft Mail]
ServiceName=MSFS
ServerPath=PT_STRING8,0x6600
Mailbox=PT_STRING8,0x6601
Password=PT_STRING8,0x67f0
RememberPassword=PT_BOOLEAN,0x6606
ConnectionType=PT_LONG,0x6603
UseSessionLog=PT_BOOLEAN,0x6604
SessionLogPath=PT_STRING8,0x6605
EnableUpload=PT_BOOLEAN,0x6620
EnableDownload=PT_BOOLEAN,0x6621
UploadMask=PT_LONG,0x6622
NetBiosNotification=PT_BOOLEAN,0x6623
NewMailPollInterval=PT_STRING8,0x6624
DisplayGalOnly=PT_BOOLEAN,0x6625
UseHeadersOnLAN=PT_BOOLEAN,0x6630
UseLocalAdressBookOnLAN=PT_BOOLEAN,0x6631
UseExternalToHelpDeliverOnLAN=PT_BOOLEAN,0x6632
UseHeadersOnRAS=PT_BOOLEAN,0x6640
UseLocalAdressBookOnRAS=PT_BOOLEAN,0x6641
UseExternalToHelpDeliverOnRAS=PT_BOOLEAN,0x6639
ConnectOnStartup=PT_BOOLEAN,0x6642
DisconnectAfterRetrieveHeaders=PT_BOOLEAN,0x6643
DisconnectAfterRetrieveMail=PT_BOOLEAN,0x6644
DisconnectOnExit=PT_BOOLEAN,0x6645
DefaultDialupConnectionName=PT_STRING8,0x6646
DialupRetryCount=PT_STRING8,0x6648
DialupRetryDelay=PT_STRING8,0x6649

[Personal Folders]
ServiceName=MSPST MS
Name=PT_STRING8,0x3001
PathAndFilenameToPersonalFolders=PT_STRING8,0x6700
RememberPassword=PT_BOOLEAN,0x6701
EncryptionType=PT_LONG,0x6702
Password=PT_STRING8,0x6703

[Unicode Personal Folders]
ServiceName=MSUPST MS
Name=PT_UNICODE,0x3001
PathAndFilenameToPersonalFolders=PT_STRING8,0x6700
RememberPassword=PT_BOOLEAN,0x6701
EncryptionType=PT_LONG,0x6702
Password=PT_STRING8,0x6703

[Outlook Address Book]
ServiceName=CONTAB

[LDAP Directory]
ServiceName=EMABLT
ServerName=PT_STRING8,0x6600
UserName=PT_STRING8,0x6602
UseSSL=PT_BOOLEAN,0x6613
UseSPA=PT_BOOLEAN,0x6615
EnableBrowsing=PT_BOOLEAN,0x6622
DisplayName=PT_STRING8,0x3001
ConnectionPort=PT_STRING8,0x6601
SearchTimeout=PT_STRING8,0x6607
MaxEntriesReturned=PT_STRING8,0x6608
SearchBase=PT_STRING8,0x6603
CheckNames=PT_STRING8,0x6624
DefaultSearch=PT_LONG,0x6623

[Microsoft Outlook Client]
SectionGUID=0a0d020000000000c000000000000046
FormDirectoryPage=PT_STRING8,0x0270
WebServicesLocation=PT_STRING8,0x0271
ComposeWithWebServices=PT_BOOLEAN,0x0272
PromptWhenUsingWebServices=PT_BOOLEAN,0x0273
OpenWithWebServices=PT_BOOLEAN,0x0274
CachedExchangeMode=PT_LONG,0x041f
CachedExchangeSlowDetect=PT_BOOLEAN,0x0420

[Personal Address Book]
ServiceName=MSPST AB
NameOfPAB=PT_STRING8,0x001e3001
PathAndFilename=PT_STRING8,0x001e6600
ShowNamesBy=PT_LONG,0x00036601

; ************************************************************************
; Section 7 - Mapping for internet account properties.  DO NOT MODIFY.
; ************************************************************************

[I_Mail]
AccountType=POP3
;--- POP3 Account Settings ---
AccountName=PT_UNICODE,0x0002
DisplayName=PT_UNICODE,0x000B
EmailAddress=PT_UNICODE,0x000C
;--- POP3 Account Settings ---
POP3Server=PT_UNICODE,0x0100
POP3UserName=PT_UNICODE,0x0101
POP3UseSPA=PT_LONG,0x0108
Organization=PT_UNICODE,0x0107
ReplyEmailAddress=PT_UNICODE,0x0103
POP3Port=PT_LONG,0x0104
POP3UseSSL=PT_LONG,0x0105
; --- SMTP Account Settings ---
SMTPServer=PT_UNICODE,0x0200
SMTPUseAuth=PT_LONG,0x0203
SMTPAuthMethod=PT_LONG,0x0208
SMTPUserName=PT_UNICODE,0x0204
SMTPUseSPA=PT_LONG,0x0207
ConnectionType=PT_LONG,0x000F
ConnectionOID=PT_UNICODE,0x0010
SMTPPort=PT_LONG,0x0201
SMTPSecureConnection=PT_LONG,0x020A
ServerTimeOut=PT_LONG,0x0209
LeaveOnServer=PT_LONG,0x1000

[IMAP_I_Mail]
AccountType=IMAP
;--- IMAP Account Settings ---
AccountName=PT_UNICODE,0x0002
DisplayName=PT_UNICODE,0x000B
EmailAddress=PT_UNICODE,0x000C
;--- IMAP Account Settings ---
IMAPServer=PT_UNICODE,0x0100
IMAPUserName=PT_UNICODE,0x0101
IMAPUseSPA=PT_LONG,0x0108
Organization=PT_UNICODE,0x0107
ReplyEmailAddress=PT_UNICODE,0x0103
IMAPPort=PT_LONG,0x0104
IMAPUseSSL=PT_LONG,0x0105
; --- SMTP Account Settings ---
SMTPServer=PT_UNICODE,0x0200
SMTPUseAuth=PT_LONG,0x0203
SMTPAuthMethod=PT_LONG,0x0208
SMTPUserName=PT_UNICODE,0x0204
SMTPUseSPA=PT_LONG,0x0207
ConnectionType=PT_LONG,0x000F
ConnectionOID=PT_UNICODE,0x0010
SMTPPort=PT_LONG,0x0201
SMTPSecureConnection=PT_LONG,0x020A
ServerTimeOut=PT_LONG,0x0209
CheckNewImap=PT_LONG,0x1100
RootFolder=PT_UNICODE,0x1101
Account=PT_UNICODE,0x0002
HttpServer=PT_UNICODE,0x0100
UserName=PT_UNICODE,0x0101
Organization=PT_UNICODE,0x0107
UseSPA=PT_LONG,0x0108
TimeOut=PT_LONG,0x0209
Reply=PT_UNICODE,0x0103
EmailAddress=PT_UNICODE,0x000C
FullName=PT_UNICODE,0x000B
Connection Type=PT_LONG,0x000F
ConnectOID=PT_UNICODE,0x0010

What we need to know now is: is there something in the above profile that we can change or is there something we've done wrong? If so, can we just edit the profile with a text editor? If there's nothing wrong with the profile, is it possible that there is corruption in the file that isn't visible? If that's the case, what would we need to do to create a new profile for all end users?

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Accepted Solution

by:
stedwardsitdept earned 0 total points
ID: 37386657
We've now resolved this. We used the Office Customization Tool to create a new Outlook 2010 profile with all the same settings as the original which we then stored on our NETLOGON share. We then updated the GPO that we use for our Office 2010 settings to add the following registry setting:

Reg Key: HKCU\Software\Microsoft\Office\14.0\Outlook\Setup
Value: ImportPRF
Value Data: \\<domain name>\NETLOGON\outlookPRF2012.PRF
Action: Create

The above setting simply tells Outlook to import its profile from the location in the Key value and sets it as the default (unless user has Outlook configured to prompt for which profile to use). It isn't the most elegant solution as it still leaves the original PRF in the Outlook profiles list (and the new profile doesn't appear in that list until the first time Outlook is run on the client machine), but it does resolve all of the issues we've been having with the Outlook UI. So the issue, as well as we can estimate, was some sort of corruption in our original Outlook profile.

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Author Closing Comment

by:stedwardsitdept
ID: 37412119
We selected our own comment as the solution because only one other comment was offered, which didn't provide a solution.
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