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Outlook Disconnecting/Reconnecting issue

Posted on 2011-10-27
Medium Priority
Last Modified: 2012-05-12
Server 2008 Standard Service Pack 2  64-Bit
Intel Xeon x5650 2.67GHz
12Gbs of Ram
Exchange Server 2007  Version 08.03.0213.000

Windows 7 Pro PCs
Office 2010
Office 2003

We have a customer where the user’s outlook is going to a disconnected state.  And then within a minute or so it will reconnect. It happens randomly throughout the day, some users experience it more than others.  
The issue seems to be most prevalent in Windows 7 Pro PCs.  Running Office 2010.  There is one user with Windows 7 Running Office 2003 that is seeing the issues as well, while the other 3 in her office are working just fine.
When it goes to a disconnected state, internet and other network traffic works fine.  I have run ping tests to the exchange server from PCs with the issue and it doesn’t lose any packets.
The network layout for this building is separated into multiple offices that all go back to one SonicWall Firewall.  All PCs/Servers/Devices on this network are statically set for IPs.
All the offices have their own domain server or are just on a workgroup.  The one dept with the most issues is actually on the same domain as the exchange server.   The single office 2003 user is on a different domain.
In the office with the most issues has about 35 PCs/Laptops and only about 6 or 7 with Windows 7 Pro are seeing the disconnect/reconnect issue.
They are using Panda Antivirus Software.
Each Dept. has their own Switche(s). The switches are linked back to each other by fiber connects.  Then back to the server room where the exchange server is located.

I will add more notes as I get them.
Question by:invisimax
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Expert Comment

ID: 37039793
I believe a good start point to troubleshooting this issue is to turn on Outlook transport logging and then examining the log files when the disconnection/connection issue occurs. You can turn on Outlook transport logging using one of the methods described here: http://support.microsoft.com/kb/300479

If possible, try collecting some of the generated log files and post them here.

Author Comment

ID: 37040314
Here are 3 Log files from BEFORE it disconnected

Author Comment

ID: 37040358
Here are 3 log files from after a disconenct happened.
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Expert Comment

ID: 37041085
Hi invisimax,

As far as i can see in the logs, the problem started at "2011.10.27 13:17:00", the errors that are shown in the log files all share the same error code which is: 0x8004010f

I did some research and found that your problem could be a result of some sort of profile corruption at the Exchange Server side, the solution to this problem is to Backup all emails and delete the specific profile(s) containing the problem and then re-create the profile(s) again.

If you have "Include all public folders when a folder list is requested" option in the "Default IMAP4 Virtual Server Properties" dialog enabled then a corruption in the "Public Folders" could as well be the cause of your problem, to solve this you may need to re-create all public folders from scratch.

Default IMAP4 Virtual Server Properties
Source:  http://www.experts-exchange.com/Software/Office_Productivity/Groupware/Outlook/Q_26331186.html

Author Comment

ID: 37058505
We think we narrowed it down to a switch.  We have replaced a switch and are just monitoring now to see if the issues continue.

Author Comment

ID: 37082931
We have bypassed all the original networking equipment and are still seeing issues. So we are assuming there are some issues with settings on the exchange server.  Any other ideas out there?

Accepted Solution

invisimax earned 0 total points
ID: 37176503
We have resolved this issue.
It was a 3Com Switch that was in the network.
We ended up contacting Microsoft and they helped up narrow it down.
Thanks for all the suggestions.

Author Closing Comment

ID: 37196918

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