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Outlook sync issues

Posted on 2014-01-30
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Last Modified: 2014-04-05
Hi, for the past few months we have been having issues with users whose mailboxes are not syncing.  we see a bunch of sync errors that look like the following

18:33:17 Error synchronizing folder
18:33:17              [80004005-501-4B9-440]
18:33:17              The client operation failed.
18:33:17              Microsoft Exchange Information Store
18:33:17              For more information on this failure, click the URL below:
18:33:17              http://www.microsoft.com/support/prodredirect/outlook2000_us.asp?err=80004005-501-4b9-440
18:33:17 Done

18:33:25 Error synchronizing folder
18:33:25              [80004005-501-4B9-560]
18:33:25              The client operation failed.
18:33:25              Microsoft Exchange Information Store
18:33:25              For more information on this failure, click the URL below:
18:33:125              http://www.microsoft.com/support/prodredirect/outlook2000_us.asp?err=80004005-501-4b9-560
18:33:25Done


The latest was a person who in cached mode had 4 unread messages and in online mode had 60.  closed and reopened outlook and online mode went from 60 to 4 which tells me the communication between the client and the server is having problems.  

Removing the .ost file sometimes fixes the problems and sometimes does not.  All users are outlook 2010 on exchange 2007 mailboxes.  If anyone has any ideas how to troubleshoot it would be appreciated
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Question by:mkllpit
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9 Comments
 
LVL 22

Expert Comment

by:Nick Rhode
ID: 39821952
You could try flushing out the users cache on the system to see if it helps.  Refer to here:

http://www.experts-exchange.com/Software/Office_Productivity/Groupware/Outlook/A_12258-Outlook-Cache-Mode-Cleanup.html
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Author Comment

by:mkllpit
ID: 39822005
thanks... its happening to multiple users all over our company.  One thing we noticed is that the users that are complaining the most are the ones in CA... whereas our exchange servers are in NY.
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LVL 22

Expert Comment

by:Nick Rhode
ID: 39822184
Open up outlook on one of their systems, there should be an outlook icon in the system tray.  press ctrl + right-click on the icon and do a connectivity test to see if it throws any errors.

Also make sure they don't have anything exceeding the exchange limits.  Lets say an email is larger than 10mb, that is going to keep trying to sync to exchange over and over until the email is archived or removed from the mailbox on the users system.
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Author Comment

by:mkllpit
ID: 39822196
Already checked that.  No errors and no limit size issues
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LVL 22

Expert Comment

by:Nick Rhode
ID: 39822282
Another thing is what version of exchange and what service pack?  I believe SP2 rollup 3 resolved and issue with synchronizing folders.

You can check over this support article from Microsoft.

http://support.microsoft.com/kb/2637470
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Author Comment

by:mkllpit
ID: 39822289
Sorry.  Exchange 2007 SP3 Ru8
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LVL 22

Expert Comment

by:Nick Rhode
ID: 39822319
Exchange 2007 SP3 RU10 is available.  I did not see any articles explaining the issue with 2007 but again updates have resolved issues before.  Take a backup and try the updates.
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Accepted Solution

by:
mkllpit earned 0 total points
ID: 39822970
We have an Exchange 2007 Environment and recently introduced 2010 CAS Servers into the environment.  We did not change autodiscover and our owa url to point to the 2010 CAS and instead still left it pointing to the 2007 CAS. Could this be the problem?  I know some people when introducing 2010 CAS state you need to point to those as primary and setup the old as legacy. I don't want to make this change unless I need to but would anyone know if this could cause the problem?
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Author Closing Comment

by:mkllpit
ID: 39979827
No answer to issue
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