Outlook 2010 User's sent message not in sent folder, but in "local failures"

I have a user whose sent mail briefly appears in her sent folder, but quickly moves to her local failures folder.  It appears these messages actually do get sent.  When I open her account in OWA, the mail is not showing in her sent folder either.  My other 7 users aren't having any problem.  This user also reports that when she deletes mail from Outlook, it still shows up on her iPhone 5.  We run Exchange 2010 SP 1.  

Do you think I should run scanost.exe, and then maybe force an ost file rebuild?

Thanks so much!
KrisCookAsked:
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Will SzymkowskiSenior Solution ArchitectCommented:
It is possible that your Outlook profile might be corrupt. Try creating a new profile from the mail applet in the control panel.

Another thing you can do is open a new email, click the options tab, under More Options click the "Save Sent Items" button select "do not save" close Outlook re-open and enabled the default folder again but doing the same steps. You can also select "Other Folder" and see if the items save into another folder in the Outlook client.

Will.
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Nick RhodeIT DirectorCommented:
You could try the repair or flushing out your exchange cache on the profile:

Clean out he Cache:  http://www.experts-exchange.com/Software/Office_Productivity/Groupware/Outlook/A_12258-Outlook-Cache-Mode-Cleanup.html

It seems like a sync issue with the exchange server.  You could also try removing the profile on the system and re-creating it entirely to see if that resolves your issue.

To be honest I am suprised to see your using SP1 for there have been quite a few changes and fixes with SP2 and SP3.
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KrisCookAuthor Commented:
I'm in over my head creating a profile, but I'll definitely do the second suggestion when this user leaves for lunch.  

Meanwhile, I will research profiles and see what I can learn.  Do you think there is any chance her ost file is corrupt?  On the other hand, if that was the problem, she WOULD see her sent items in the sent folder in webmail.  Right?

Thanks so much!
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Nick RhodeIT DirectorCommented:
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KrisCookAuthor Commented:
Thanks.  Studying up now.  I'll report as soon as I can gain access to her workstation.
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KrisCookAuthor Commented:
NRhode, I have just gone along with our outside IT consultant, who, I suppose, has a "if it's not broke don't fix it" attitude.  Our build is 14.1.438.4000.  : (
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Will SzymkowskiSenior Solution ArchitectCommented:
@Kris

You don't need to delete the users current profile, go into the mail applet in control panel and create a new one (leave the current on intact). Once you have created a new Outlook profile select the setting "Prompt for Outlook profile". Open up Outlook again and choose the new profile this will rebuild the OST file if you are using cached mode and the users mail will start to populate.

If this still does not correct the issue you can simply revert back to the user's old profile.
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Nick RhodeIT DirectorCommented:
Ahhh one of those traditional technicians.  Thats not really a good way of looking at things in my opinion.  I always look at how to make it better and the new features included in the updates/service packs.  I typically wait at least a month or 2 after launch day before installing and check forums to see if there are bugs
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KrisCookAuthor Commented:
I've asked him if we could apply those service packs.  We'll see what he says.  

So here's the status:
1.  User doesn't want me on her computer, even though she has gone to lunch.  She is my most difficult user.  She comes to me with a problem then won't let me troubleshoot.
2.  Outlook (on her Win7 machine) is throwing a synchronization log two times a minute and some minutes, as many as 7 show up.  She showed me this before she went to lunch and then told me to leave her computer alone.
3.  The synchronization log problem is showing up on at least three other users' machines. On my machine I have one synchronization log per day.

It's a frustrating day here in IT land.  I won't be able to find a solution until she lets me touch her machine.  When she sees me online researching, she says "I don't trust Google.  That's not a fix."  I explain patiently that I am talking to people who know what they are doing.  She's a hard head to get through to.

I really appreciate you guys.   I think I'll go stick a fork in my eye.
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Will SzymkowskiSenior Solution ArchitectCommented:
If ya can't get on the machine she will just have to live with the symptoms.
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KrisCookAuthor Commented:
I sort of feel like if three users are getting a zillion synchronization logs, it isn't a corrupted profile on one workstation.  Am I thinking right here?  It is starting to smell like a server problem.  Maybe I could eat a can of spinach and figure out how to bring it up to date with service packs.  Can I go straight from SP1 to SP3?  Maybe that will magically fix everything.  I can do that next week after work one evening if it won't take all night.
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Nick RhodeIT DirectorCommented:
Sort through some of the logs.  Read through it for it could be an email that is to large and attempting to sync, a corrupt email trying to sync so what you would do is remove that email from their mailbox.  The sync error should tell you whats going on.

And yes you can go from Sp1 to Sp3, it will just take a longer than from going from Sp2 to SP3.  Then you would check for additional updates after the service pack is installed.  As for that user in specific with the sent issue, her profile is probably corrupt.
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KrisCookAuthor Commented:
Excellent.  Thanks so much!  So all I have to do is wait for her to get tired enough of it being broken to actually let me sit  at her workstation for a few minutes.  I'll print this out and do these things.  Then, one weekend when I have time, I'll try to download and install that service pack.  I'm surprised it doesn't happen automatically - at least the download part.  

Thank again, all.  I appreciate your time.
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KrisCookAuthor Commented:
I'm so sorry I didn't come back and tell everyone what solved the problem.  I forced an ost file rebuild and it fixed the problem.

Thanks, everyone!

Kris
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KrisCookAuthor Commented:
I appreciate everyone's help!
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