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Outlook randomly making messages UNREAD

Hi Experts,

I have a strange problem with one of our user’s emails. The user says that every other week – at random – some of her processed emails show up in inbox as unread. These messages she confirms putting in sub-folders or have read before or processed earlier. The situation is becoming very frustrating.

This particular user is part of Domain Admins group and had Outlook 2007 configured on her desktop and laptop and also access emails on iPhone. I turned off her iPhone account to isolate the problems and since last week she had not open Outlook 2007 on her laptop but it again occurred today. So it looks like the problem is with Outlook 2007 on her desktop. Her Outlook profile also have 3 other shared mailboxes added to it. There are no Rules set up in Outlook.  

The server is SBS 2003 SP2 running Exchange 2003 SP2. No other users have ever reported any such problems. Please suggest where should I look? I have suggested removing her from Domain Admin groups and secondly rebuilding her Outlook profile.

Thanks in advance for your input.

Abid
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Abid Muhammad
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Abid Muhammad
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4 Solutions
 
Manpreet SIngh KhatraSolutions Architect, Project LeadCommented:
Is the user using any Handheld device .... possible cause
Did you try re-creating the Outlook profile ?
Does the issue happen on some specific day ?
Any specific Add ons or rule in Outlook ?

- Rancy
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Abid MuhammadIT ManagerAuthor Commented:
Thanks Rancy,

User was previously using iPhone for Exchange ActiveSync but its been disabled for a few weeks now.
I did recreate user profile many months ago but problem kept re-occurring.
The occurrance is completely random
There are no 3rd party Add-ons or rules in Outlook. Only default rules and Addons.
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Manpreet SIngh KhatraSolutions Architect, Project LeadCommented:
If the issue is with a single user its more of the application so did you try to Uninstall make sure all cache is cleared and then Do fresh install ?

What is the SP for Outlook ? Hope its upgraded ?

- Rancy
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Abid MuhammadIT ManagerAuthor Commented:
I will check the SP for Outlook later when the user is back this Wednesday. I will make sure Office SP3 is installed.

I will also create a new profile and add all the additional mailboxes to the new profile. Cached Exchange mode is enabled on all our clients. How can I clear Outlook 2007 cache on this user's machine?
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Manpreet SIngh KhatraSolutions Architect, Project LeadCommented:
How can I clear Outlook 2007 cache on this user's machine? - What specific cache do you want to remove ?

- Rancy
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Abid MuhammadIT ManagerAuthor Commented:
make sure all cache is cleared


I am referring to your earlier comment where you stated "make sure all cache is cleared"
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Abid MuhammadIT ManagerAuthor Commented:
Hi Rancy,

The user worked from home yesterday on her laptop and this morning when she opened Outlook on her office desktop it has happened again. There were some messages which she had deleted and there were some email messages from 9/10th of Aug which she had filed (read and moved to a sub-folder). All messages appear as UNREAD in the Inbox.

What I have suggested her is that:

1. I will check if Ms. Office SP3 is installed, if not I will install it.

2. Create new Mail profile on her desktop and configure her email account so it downloads a fresh copy of all her emails from server
3. Then add all shared mailboxes
4. Repeat all 3 steps on her laptop on the same day to make sure everything is refreshed

I am not turning off Cached Exchange mode at this stage. Do you have any other suggestions?? It does not look like Outlook has any installation issues or any corrupt files. So I will leave the installation intact for now.

Thanks for your help. Abid
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Abid MuhammadIT ManagerAuthor Commented:
I still am waiting for the user to bring in her laptop so that I rebuild Outlook profile on both (laptop and desktop)  the same day.

I will post results as soon as I have an update.

Cheers!
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Manpreet SIngh KhatraSolutions Architect, Project LeadCommented:
Thanks for keepong updated :)

- Rancy 'Cheers!'
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Abid MuhammadIT ManagerAuthor Commented:
Update: Well not much update -  I was away on leave last 3 weeks and the user has YET to bring in her laptop so that I rebuild Outlook profile on both systems the same day.

I will post results as soon as I have an update.

Thanks!
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Manpreet SIngh KhatraSolutions Architect, Project LeadCommented:
Wow ... you get long leaves :) Where do you work :) LOL

Surely will await your response.

- Rancy
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Abid MuhammadIT ManagerAuthor Commented:
Well, the issue re-occurred last week and there were other random issues on the user's desktop so I have decided to upgrade her desktop to Windows 7 Pro (32 bit) - SP1. It originally shipped with Win7.

Also because her work laptop is already on Windows 7 and the cross-platform experience wasn't a pleasant one for her. Perhaps this was the causing Outlook to act weird (making processed emails unprocessed randomly).

I will close the ticket now. Please guide on how to distribute the points.

Thanks All, for your help regardless!
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Manpreet SIngh KhatraSolutions Architect, Project LeadCommented:
If you have one solution you can select that or else select multiple solutions and distribute 500 points with Grade from A\B\C as what you think

- Rancy
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Abid MuhammadIT ManagerAuthor Commented:
Please close the ticket! Thanks.
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Abid MuhammadIT ManagerAuthor Commented:
Issue has not been resolved yet. Therefore I have suggested the best solution to upgrade user's operating system for consistency. This is the best way going forward.
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