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Outlook 2010 requires manual intervention to read in e-mail

We recently transitioned a client from Windows XP with Office-2003 to Windows-7 with Office 2010.  Outlook transferred properly and was working for several days.  Then, On Monday (Halloween) she started to lose her connection to the mail server and no emails will automatically download anymore. Send/Receive button does nothing. She has to "reconnect" and then manually send/receive to get messages in.

The account is an Google  IMAP account.  We did not change anything on Oct 31-Nov2 (the time when Outlook started misbehaving???)
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Right click the outlook icon in the tray in the lower right corner and select "test connection status" and see if all connections report back correctly
Have you logged into her Gmail account on the web to verify the settings (and her password)?

Have you tried deleting the entire account in Outlook and recreating it?

Have you run a "repair" on Office 2010?

Author

Commented:
The PC she moved from (XP) still has the Office/2003 Outlook and works fine on this IMAP account.  We will try these suggestions soon. Thanks for the quick responses.

Author

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I tried the "repair" on Office 2010 and this did not help.  
And how about deleting and recreating the account in Outlook? Perhaps there's some type of corruption that has occurred. Definitely worth a shot.

Beyond that... What anti-virus software is running? Have there been recent updates?

Commented:
Is the original (XP) PC's configured to download and then delete the email from the server? If so then you might not be able to receive the same email on the new computer (I havent used IMAP for ages but I think it allows you to delete on download as POP3 does)

But I guess if she can manually download emails then the above doesnt relate.

Do you have the Outlook Hotmail Connector installed on the new computer? try uninstalling it and then trying the gmail access.

Author

Commented:
I haven't been able to try to delete or recreate the account yet.  I am trying to get the password from the user.  

The original (XP) PC is set to not delete from the server.

Author

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I have to wait till this evening and tomorrow to try to do some more trouble shooting, since the person is using her computer at this time.  Thanks.

Author

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I created a new account with POP mail and leaving all the mesages on the server in a new pst file.  It is taking a while to download all her messages, but so far I have not seen the "connect to server" button and have been about to send/receive all the downloads.  Gmail only allows so many emails to download at one time so this is taking a while.  
One thing I am seeing as this is downloading all the messages the emails are showing up in her Inbox and origionally she had some put in folders.  Any suggestions on how to get these folders back?
I have not deleted her origional account (pst) yet, just not her default now.
If I understand your question/situation correctly, the answer is that POP will not respect the folders she has created in her IMAP connection. You/she will have to manually create the desired folders in Outlook to save them in the PST file. There will likely be some initial transition pain to switch from using IMAP to POP.

I'm curious as to why you chose to go this route. Did you at least try to simply recreate the account using IMAP again first?

Author

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I have set up and new email account with IMAP.  The new account is downloading all the messages and folder from the server.  I will test the new email account after everything has been downloaded.

I tried POP setup from a co-workers suggestion that POP worked better and faster for him.  I didn't consider that the folders would not be downloaded.  

Author

Commented:
I cleaned up her accounts and created a new account, but as it downloads I am getting the following error message:

Task 'Synchronizing subscribed folders for Chris IMAP email.' reported error (0x800CCC0F) : 'Outlook cannot synchronize subscribed folders for Chris IMAP email. Error: The TCP/IP connection was unexpectedly terminated by the server. If you continue to receive this message, contact your server administrator or Internet service provider (ISP).'

Any thoughts on this?  I am wondering if there is something corrupted on the server.
This is a gmail account.  Not sure if there is something on gmail that is causing this error.
You didn't respond to my question about anti-virus software on the PC in question. You might try shutting it down to verify that it's not interfering. I think this is your likely culprit.

If problem persists, I would then try disabling Windows Firewall (separately) to test that for possible interference.

Author

Commented:
I apologize I didn't mention this. We have AVG Business edtion installed and I turned off the email and the firewall.  I am still seeing the "synchronizing subscribed folders" error as noted above.

Author

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From what I can tell everything has been resolved.
I did create a new account, but did have to pull information from her old PST file.

The way I solved this issue for me was to follow the following steps.
1) Navigate to File >> Options >> Advanced >> scroll down to the send/receive heading >> click on the send/receive button on the right
2) On the right hand side of the send/receive groups window that opens click on the Edit button
3) Un-check the "Get folder unread count for subscribed folders"
4) under Received mail items, check the option "User the custom behavior defined below"
5) In the window below that displays your Gmail folders just select inbox and leave the others unchecked
 6) click ok and then exit out of options and perform a send/receive to test if it is now working
I than eventually added folders and retried until all the folders were added.  Than went back in and check back the defaults of "Get folder unread count for subscribed folders"  and "Download complete items including attachments for subscribed folders."  
After this worked, I tested sending and receiving email.  Added the firewall back in as well as the anti-virus and still everything working where the Outlook is staying connected and I no longer see the "Connect to Server" button.
Thanks for everyones help.

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