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Exchange 2010 Emails not synchronizing on shared mailbox

Posted on 2014-02-04
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Last Modified: 2014-02-10
We have multiple users that have full and send as permissions to another mailbox in our organization. All users use "Cached Exchange Mode". For some reason these users are no longer able to see new email as it arrives in the shared mailbox; but they can see mail in their own mailbox. When I delete and re-create the user's mailbox profile; the mail is seen again. Is there a way to correct this issue without having to take the user out of cached exchange mode? This is happening to users with Outlook 2010 and 2013.

Does this have something to do with Exchange 2010's throttling settings?
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Question by:nti1999
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by:Simon Butler (Sembee)
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Are you adding the shared mailbox as an additional MAILBOX or an additional ACCOUNT?

If you are doing the former, do the latter (using the New Account wizard). It changes the way that Outlook 2010 and higher connects to Exchange. Plus it gives notifications and rules access to the Shared mailbox.

How many users are accessing the mailbox? Throttling could be the problem.

Simon.
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by:Patricksr1972
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Hi

Check the server event logs if it states something like 'exceeded the maximum number of object (folderview) in event (i believe 9646)

If yes you should fix this by raising the limit in registry or delete overneeded folders and mail.
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by:nti1999
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These users have the "Manage Send As Permission..." as well as "Manage Full Access Permission..." at the Exchange level; and only a few are experiencing the problem. I am assuming that this is an issue when the size of the .ost file reaches a certain size.
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by:Simon Butler (Sembee)
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If you add the account as an Additional ACCOUNT then it gets its own OST file.

If it was throttling then it would affect some users then others, simply because throttling is real time.

Simon.
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by:nti1999
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Simon,

That's actiually what is happening. It'll only be a few users at first; but over time they'll all need to be addressed.
I haven't seen any event ID with 9646. I've also made an attempt at adding an account separately, which works; but it seems too tedious to do that for more than 10 users. Not sure of how to fix this if it is a throttling issue.
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by:Simon Butler (Sembee)
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If it is a throttling issue then you need to create and apply a throttling policy to the shared mailbox.

Run this command to begin with, changing the "Shared Mailbox" bit to something to match the name of the mailbox you are setting it to.

New-ThrottlingPolicy "Shared Mailbox Throttling Policy" -RCAMaxConcurrency:20

Then run this command:

Set-Mailbox Sharedmailbox -ThrottlingPolicy "Shared Mailbox Throttling Policy"

Adjusting the name to match the above.
It will take an hour or so to apply. I would wait at least two hours.

Test again.

If the problem continues then you can try increasing the value

Set-ThrottlingPolicy  "Shared Mailbox Throttling Policy" -RCAMaxConcurrency 40

Again you must wait at least an hour, preferably two before considering the test to have failed or not.

Simon.
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by:nti1999
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Simon,

I'll try this and update status. Hopefully this will correct this issue.
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nti1999 earned 0 total points
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I've been able to resolve the issue. It was a data file setting in Outlook that needed to be disabled.

I went to the Account Settings in Outlook and clicked the "Data Files" tab. Clicked on "Settings" and then the "Advanced" tab. I then unchecked "Download shared folders" under Cached Exchange Mode and clicked "OK".

After restarting Outlook on these computers I was then able to see all new emails.

Thank you both for your suggestions and I truly appreciate the assistance.
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Author Closing Comment

by:nti1999
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Upon further research I've found that this solution would suffice for the time being. There may eventually be a Throttling issue as our database grows; but I'm content with this solution as of now.
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