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Mavericks, Outlook 2011, IMAP, Sleep

Posted on 2013-11-17
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Last Modified: 2013-11-22
Hello EE,
I setup a user on a brand new MacBook Pro running OS X Mavericks and Office 2011.  The Outlook identity is connected to an IMAP account for business. I installed the latest Office 2011 updates for version 14.x.x.

In addition to Outlook, I configured the Mac Mail app.  Mail is primarily being used for a personal account, but also I added the business account (as a backup).

When the user wakes the machine from sleep Mac Mail resumes operations, but Outlook 2011 does not resume operations.  The app just shows the previously downloaded messages.

I'm glad I added the business account to Mac Mail.  The user has temporarily agreed to use Mail. Unfortunately he needs to use contacts and calendars in Outlook.  The user expects Outlook to wake up with the rest of the OS and retrieve mail quickly.

There are no error messages from Outlook; it's simply not checking for mail.  The app must be closed and re-opened to function normally.

Any advice would be appreciated.
Thanks,
-KG
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Question by:kengreg
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Assisted Solution

by:Technodweeb
Technodweeb earned 500 total points
ID: 39655328
It would be interesting to know if the Mac Mail business account was disabled temporarily and the machine allowed to sleep and then awoken, does Outlook still not play properly? The reason for asking is that you have two mail clients hitting one mail account on a single mail server, at the same time (possibly). If the mail server is configured properly, the first client to authenticate will put an exclusive lock on the Mailbox on the server during that connection. If Outlook was a bit slower to try to log in, it could perpetually waiting for the other client to release or it could be that it does not know what to do in that case and just looses it.

I do not know if this is what is happening or not but it is worth a quickie test.
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Author Comment

by:kengreg
ID: 39667407
Technodweeb, your suggestion was valid and I tried it out for a couple of hours. We didn't have time to see the results. The user opted to return the MacBook Pro.

I'll award half points to the first expert to correctly explain the Apple Store return policy.
-KG
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Author Comment

by:kengreg
ID: 39668934
Okay, I'll lower the bar on this question.  Does Apple have a return policy?
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LVL 11

Accepted Solution

by:
Technodweeb earned 500 total points
ID: 39668968
That seems like a silly way to end it. In two hours you easily could have performed tests to confirm or refute the suggestion, not to mention it took 4 days to do that. Changing the award to apply to a new question seems, well, silly. Hope someone can answer your newly retooled request.
0
 

Author Comment

by:kengreg
ID: 39669419
Technodweeb,
Many end users could have found the right combination with advice over the phone or one short visit from IT.  This user was too high profile and and too busy to wait for a solution.  I'll award points for your logic.
KG
0
 

Author Closing Comment

by:kengreg
ID: 39669433
Technodweeb provided some very sage advice.

The end user opted to return the MacBook Pro. The Apple Store provided shipping labels over email.  Apple's response was immediate and unconditional. We were within a couple weeks of the original shipment.
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