Random problems with Outlook 2010 SP1
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?
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?
ASKER
@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.
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.
ASKER
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).
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).
ASKER
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.
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.
ASKER
We've also tried starting Outlook in safemode (to prevent add-ons from loading) and the issue still exists.
ASKER
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
ModifyDefaultProfileIfPres
; **************************
; 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.
;PromptWhenUsingWebService
;-- 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_acce
AccountName=Microsoft Exchange Server
ConfigFlags=0x00000000
[Service1]
OverwriteExistingService=N
UniqueService=No
MailboxName=%UserName%
HomeServer=our_client_acce
;*************************
; Section 5 - Values for each internet account.
;*************************
;*************************
; Section 6 - Mapping for profile properties
;*************************
[Microsoft Exchange Server]
ServiceName=MSEMS
MDBGUID=5494A1C0297F101BA5
MailboxName=PT_STRING8,0x6
HomeServer=PT_STRING8,0x66
OfflineAddressBookPath=PT_
OfflineFolderPathAndFilena
[Exchange Global Section]
SectionGUID=13dbb0c8aa0510
MailboxName=PT_STRING8,0x6
HomeServer=PT_STRING8,0x66
ConfigFlags=PT_LONG,0x6601
RPCoverHTTPflags=PT_LONG,0
RPCProxyServer=PT_UNICODE,
RPCProxyPrincipalName=PT_U
RPCProxyAuthScheme=PT_LONG
AccountName=PT_UNICODE,0x6
[Microsoft Mail]
ServiceName=MSFS
ServerPath=PT_STRING8,0x66
Mailbox=PT_STRING8,0x6601
Password=PT_STRING8,0x67f0
RememberPassword=PT_BOOLEA
ConnectionType=PT_LONG,0x6
UseSessionLog=PT_BOOLEAN,0
SessionLogPath=PT_STRING8,
EnableUpload=PT_BOOLEAN,0x
EnableDownload=PT_BOOLEAN,
UploadMask=PT_LONG,0x6622
NetBiosNotification=PT_BOO
NewMailPollInterval=PT_STR
DisplayGalOnly=PT_BOOLEAN,
UseHeadersOnLAN=PT_BOOLEAN
UseLocalAdressBookOnLAN=PT
UseExternalToHelpDeliverOn
UseHeadersOnRAS=PT_BOOLEAN
UseLocalAdressBookOnRAS=PT
UseExternalToHelpDeliverOn
ConnectOnStartup=PT_BOOLEA
DisconnectAfterRetrieveHea
DisconnectAfterRetrieveMai
DisconnectOnExit=PT_BOOLEA
DefaultDialupConnectionNam
DialupRetryCount=PT_STRING
DialupRetryDelay=PT_STRING
[Personal Folders]
ServiceName=MSPST MS
Name=PT_STRING8,0x3001
PathAndFilenameToPersonalF
RememberPassword=PT_BOOLEA
EncryptionType=PT_LONG,0x6
Password=PT_STRING8,0x6703
[Unicode Personal Folders]
ServiceName=MSUPST MS
Name=PT_UNICODE,0x3001
PathAndFilenameToPersonalF
RememberPassword=PT_BOOLEA
EncryptionType=PT_LONG,0x6
Password=PT_STRING8,0x6703
[Outlook Address Book]
ServiceName=CONTAB
[LDAP Directory]
ServiceName=EMABLT
ServerName=PT_STRING8,0x66
UserName=PT_STRING8,0x6602
UseSSL=PT_BOOLEAN,0x6613
UseSPA=PT_BOOLEAN,0x6615
EnableBrowsing=PT_BOOLEAN,
DisplayName=PT_STRING8,0x3
ConnectionPort=PT_STRING8,
SearchTimeout=PT_STRING8,0
MaxEntriesReturned=PT_STRI
SearchBase=PT_STRING8,0x66
CheckNames=PT_STRING8,0x66
DefaultSearch=PT_LONG,0x66
[Microsoft Outlook Client]
SectionGUID=0a0d0200000000
FormDirectoryPage=PT_STRIN
WebServicesLocation=PT_STR
ComposeWithWebServices=PT_
PromptWhenUsingWebServices
OpenWithWebServices=PT_BOO
CachedExchangeMode=PT_LONG
CachedExchangeSlowDetect=P
[Personal Address Book]
ServiceName=MSPST AB
NameOfPAB=PT_STRING8,0x001
PathAndFilename=PT_STRING8
ShowNamesBy=PT_LONG,0x0003
; **************************
; Section 7 - Mapping for internet account properties. DO NOT MODIFY.
; **************************
[I_Mail]
AccountType=POP3
;--- POP3 Account Settings ---
AccountName=PT_UNICODE,0x0
DisplayName=PT_UNICODE,0x0
EmailAddress=PT_UNICODE,0x
;--- POP3 Account Settings ---
POP3Server=PT_UNICODE,0x01
POP3UserName=PT_UNICODE,0x
POP3UseSPA=PT_LONG,0x0108
Organization=PT_UNICODE,0x
ReplyEmailAddress=PT_UNICO
POP3Port=PT_LONG,0x0104
POP3UseSSL=PT_LONG,0x0105
; --- SMTP Account Settings ---
SMTPServer=PT_UNICODE,0x02
SMTPUseAuth=PT_LONG,0x0203
SMTPAuthMethod=PT_LONG,0x0
SMTPUserName=PT_UNICODE,0x
SMTPUseSPA=PT_LONG,0x0207
ConnectionType=PT_LONG,0x0
ConnectionOID=PT_UNICODE,0
SMTPPort=PT_LONG,0x0201
SMTPSecureConnection=PT_LO
ServerTimeOut=PT_LONG,0x02
LeaveOnServer=PT_LONG,0x10
[IMAP_I_Mail]
AccountType=IMAP
;--- IMAP Account Settings ---
AccountName=PT_UNICODE,0x0
DisplayName=PT_UNICODE,0x0
EmailAddress=PT_UNICODE,0x
;--- IMAP Account Settings ---
IMAPServer=PT_UNICODE,0x01
IMAPUserName=PT_UNICODE,0x
IMAPUseSPA=PT_LONG,0x0108
Organization=PT_UNICODE,0x
ReplyEmailAddress=PT_UNICO
IMAPPort=PT_LONG,0x0104
IMAPUseSSL=PT_LONG,0x0105
; --- SMTP Account Settings ---
SMTPServer=PT_UNICODE,0x02
SMTPUseAuth=PT_LONG,0x0203
SMTPAuthMethod=PT_LONG,0x0
SMTPUserName=PT_UNICODE,0x
SMTPUseSPA=PT_LONG,0x0207
ConnectionType=PT_LONG,0x0
ConnectionOID=PT_UNICODE,0
SMTPPort=PT_LONG,0x0201
SMTPSecureConnection=PT_LO
ServerTimeOut=PT_LONG,0x02
CheckNewImap=PT_LONG,0x110
RootFolder=PT_UNICODE,0x11
Account=PT_UNICODE,0x0002
HttpServer=PT_UNICODE,0x01
UserName=PT_UNICODE,0x0101
Organization=PT_UNICODE,0x
UseSPA=PT_LONG,0x0108
TimeOut=PT_LONG,0x0209
Reply=PT_UNICODE,0x0103
EmailAddress=PT_UNICODE,0x
FullName=PT_UNICODE,0x000B
Connection Type=PT_LONG,0x000F
ConnectOID=PT_UNICODE,0x00
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?
;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
ModifyDefaultProfileIfPres
; **************************
; 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.
;PromptWhenUsingWebService
;-- 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_acce
AccountName=Microsoft Exchange Server
ConfigFlags=0x00000000
[Service1]
OverwriteExistingService=N
UniqueService=No
MailboxName=%UserName%
HomeServer=our_client_acce
;*************************
; Section 5 - Values for each internet account.
;*************************
;*************************
; Section 6 - Mapping for profile properties
;*************************
[Microsoft Exchange Server]
ServiceName=MSEMS
MDBGUID=5494A1C0297F101BA5
MailboxName=PT_STRING8,0x6
HomeServer=PT_STRING8,0x66
OfflineAddressBookPath=PT_
OfflineFolderPathAndFilena
[Exchange Global Section]
SectionGUID=13dbb0c8aa0510
MailboxName=PT_STRING8,0x6
HomeServer=PT_STRING8,0x66
ConfigFlags=PT_LONG,0x6601
RPCoverHTTPflags=PT_LONG,0
RPCProxyServer=PT_UNICODE,
RPCProxyPrincipalName=PT_U
RPCProxyAuthScheme=PT_LONG
AccountName=PT_UNICODE,0x6
[Microsoft Mail]
ServiceName=MSFS
ServerPath=PT_STRING8,0x66
Mailbox=PT_STRING8,0x6601
Password=PT_STRING8,0x67f0
RememberPassword=PT_BOOLEA
ConnectionType=PT_LONG,0x6
UseSessionLog=PT_BOOLEAN,0
SessionLogPath=PT_STRING8,
EnableUpload=PT_BOOLEAN,0x
EnableDownload=PT_BOOLEAN,
UploadMask=PT_LONG,0x6622
NetBiosNotification=PT_BOO
NewMailPollInterval=PT_STR
DisplayGalOnly=PT_BOOLEAN,
UseHeadersOnLAN=PT_BOOLEAN
UseLocalAdressBookOnLAN=PT
UseExternalToHelpDeliverOn
UseHeadersOnRAS=PT_BOOLEAN
UseLocalAdressBookOnRAS=PT
UseExternalToHelpDeliverOn
ConnectOnStartup=PT_BOOLEA
DisconnectAfterRetrieveHea
DisconnectAfterRetrieveMai
DisconnectOnExit=PT_BOOLEA
DefaultDialupConnectionNam
DialupRetryCount=PT_STRING
DialupRetryDelay=PT_STRING
[Personal Folders]
ServiceName=MSPST MS
Name=PT_STRING8,0x3001
PathAndFilenameToPersonalF
RememberPassword=PT_BOOLEA
EncryptionType=PT_LONG,0x6
Password=PT_STRING8,0x6703
[Unicode Personal Folders]
ServiceName=MSUPST MS
Name=PT_UNICODE,0x3001
PathAndFilenameToPersonalF
RememberPassword=PT_BOOLEA
EncryptionType=PT_LONG,0x6
Password=PT_STRING8,0x6703
[Outlook Address Book]
ServiceName=CONTAB
[LDAP Directory]
ServiceName=EMABLT
ServerName=PT_STRING8,0x66
UserName=PT_STRING8,0x6602
UseSSL=PT_BOOLEAN,0x6613
UseSPA=PT_BOOLEAN,0x6615
EnableBrowsing=PT_BOOLEAN,
DisplayName=PT_STRING8,0x3
ConnectionPort=PT_STRING8,
SearchTimeout=PT_STRING8,0
MaxEntriesReturned=PT_STRI
SearchBase=PT_STRING8,0x66
CheckNames=PT_STRING8,0x66
DefaultSearch=PT_LONG,0x66
[Microsoft Outlook Client]
SectionGUID=0a0d0200000000
FormDirectoryPage=PT_STRIN
WebServicesLocation=PT_STR
ComposeWithWebServices=PT_
PromptWhenUsingWebServices
OpenWithWebServices=PT_BOO
CachedExchangeMode=PT_LONG
CachedExchangeSlowDetect=P
[Personal Address Book]
ServiceName=MSPST AB
NameOfPAB=PT_STRING8,0x001
PathAndFilename=PT_STRING8
ShowNamesBy=PT_LONG,0x0003
; **************************
; Section 7 - Mapping for internet account properties. DO NOT MODIFY.
; **************************
[I_Mail]
AccountType=POP3
;--- POP3 Account Settings ---
AccountName=PT_UNICODE,0x0
DisplayName=PT_UNICODE,0x0
EmailAddress=PT_UNICODE,0x
;--- POP3 Account Settings ---
POP3Server=PT_UNICODE,0x01
POP3UserName=PT_UNICODE,0x
POP3UseSPA=PT_LONG,0x0108
Organization=PT_UNICODE,0x
ReplyEmailAddress=PT_UNICO
POP3Port=PT_LONG,0x0104
POP3UseSSL=PT_LONG,0x0105
; --- SMTP Account Settings ---
SMTPServer=PT_UNICODE,0x02
SMTPUseAuth=PT_LONG,0x0203
SMTPAuthMethod=PT_LONG,0x0
SMTPUserName=PT_UNICODE,0x
SMTPUseSPA=PT_LONG,0x0207
ConnectionType=PT_LONG,0x0
ConnectionOID=PT_UNICODE,0
SMTPPort=PT_LONG,0x0201
SMTPSecureConnection=PT_LO
ServerTimeOut=PT_LONG,0x02
LeaveOnServer=PT_LONG,0x10
[IMAP_I_Mail]
AccountType=IMAP
;--- IMAP Account Settings ---
AccountName=PT_UNICODE,0x0
DisplayName=PT_UNICODE,0x0
EmailAddress=PT_UNICODE,0x
;--- IMAP Account Settings ---
IMAPServer=PT_UNICODE,0x01
IMAPUserName=PT_UNICODE,0x
IMAPUseSPA=PT_LONG,0x0108
Organization=PT_UNICODE,0x
ReplyEmailAddress=PT_UNICO
IMAPPort=PT_LONG,0x0104
IMAPUseSSL=PT_LONG,0x0105
; --- SMTP Account Settings ---
SMTPServer=PT_UNICODE,0x02
SMTPUseAuth=PT_LONG,0x0203
SMTPAuthMethod=PT_LONG,0x0
SMTPUserName=PT_UNICODE,0x
SMTPUseSPA=PT_LONG,0x0207
ConnectionType=PT_LONG,0x0
ConnectionOID=PT_UNICODE,0
SMTPPort=PT_LONG,0x0201
SMTPSecureConnection=PT_LO
ServerTimeOut=PT_LONG,0x02
CheckNewImap=PT_LONG,0x110
RootFolder=PT_UNICODE,0x11
Account=PT_UNICODE,0x0002
HttpServer=PT_UNICODE,0x01
UserName=PT_UNICODE,0x0101
Organization=PT_UNICODE,0x
UseSPA=PT_LONG,0x0108
TimeOut=PT_LONG,0x0209
Reply=PT_UNICODE,0x0103
EmailAddress=PT_UNICODE,0x
FullName=PT_UNICODE,0x000B
Connection Type=PT_LONG,0x000F
ConnectOID=PT_UNICODE,0x00
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?
ASKER CERTIFIED SOLUTION
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ASKER
We selected our own comment as the solution because only one other comment was offered, which didn't provide a solution.
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....