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Cannot open email in Outlook 2007 from network workstation

Posted on 2014-02-26
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Last Modified: 2014-03-29
Good Day!

Back Story
I am one of the system administrators for a customer network for approx. 100 users. The network (rack, components and cables, etc.) was shutdown a couple weeks ago and packed up in prep for a scheduled work location move that occurred over the past weekend. The network was reconfigured and it is now back up and running.

The problem
One problem we have encountered during our testing of the network being back up is Outlook 2007 on network workstations. Our Mail server is back up and seems to be functioning properly. We use Microsoft Exchange 2010 and it launches successfully and we can see all the email accounts within exchange. Unfortunately, when logged in as a network user and launching outlook 2007 from a network workstation, we encounter the following message:

"Cannot open your default e-mail folder. You must connect to Microsoft Exchange with the current profile before you can synchronize your folders with your offline folder file."

Other comments:
Of course our email worked properly before we moved so now we are looking for a resolution to our problem. If it's not working during our testing then we know users will have similiar problems when the workstations are redeployed for use.

I've checked the mail server (connections, logs, properties, settings,services) and can't find anything that can help me figure out the resolution because everything seems to be working on the mail server atleast.

thanks in advance!
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Question by:jslaught
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LVL 63

Expert Comment

by:Simon Butler (Sembee)
ID: 39889350
The first thing you need to do is confirm whether Exchange and Outlook can see each other.
Then do an Autodiscover test to see if Outlook can find Exchange correctly. To do that, hold down CTRL while right clicking on the Outlook icon in the system tray and choose Test Email Autoconfiguration. Check the results are correct.

Do you have an RPC CAS Array? If so was it updated correctly?

Have you changed anything in the network configuration? IP range for example?

Simon.
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Author Comment

by:jslaught
ID: 39889513
1. I have confirmed that Exchange and Outlook can see each other (ie. when launching Outlook 2007 on a network machine, it recognizes my network account, does all it's checks successfully and then attempts to bring up my email. This is where I get the error message explained in my original post. I also made sure I could ping the mail server from the network machine and vice versa. All checked out successfully.

2. I tried to do the Autodiscover as you laid out above and nothing happened. The Test Email Autoconfiguration option is there but nothing happens it seems. How do you check the results from this? Does it automatically popup in a window?

3. We do not have an RPC CAS Array.

4. IP range has not changed in our network configuration. Only thing that changed in our network configuration is that we are using a new HP EVA blade chassis but with the same blade servers including the mail/exchange server.
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LVL 63

Expert Comment

by:Simon Butler (Sembee)
ID: 39890134
A new Window should have opened to allow you to do some tests.
http://semb.ee/adt

Are all services on the Exchange server running? Are you sure nothing else was changed?

Simon.
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Author Comment

by:jslaught
ID: 39890361
1. I guess I should've mentioned upfront that our network does not talk to the internet.
2. All services are not running on the exchange server (windows 2008 R2 blade server) but most of the Microsoft Exchange services are running except:

Microsoft Exchange Monitoring
Microsoft Exchange Server Extension
Microsoft Exchange Server Backup

3. Looked in the event logs and event id 26 is the prominent event that's happening. Event Id
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Author Comment

by:jslaught
ID: 39890366
FYI.. Event ID 26 refers to outlook losing connection to exchange.
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LVL 63

Expert Comment

by:Simon Butler (Sembee)
ID: 39892537
Even if the server cannot see the internet, Autodiscover is still used and needs to be tested.
Event IDs on their own are completely useless, you need to include the full text of the error.

Simon.
0
 

Author Comment

by:jslaught
ID: 39892794
As I mentioned in my earlier posts...

1. I launch outlook 2007 on a client machine. The message ("Cannot open your default e-mail folder. You must connect to Microsoft Exchange with the current profile before you can synchronize your folders with your offline folder file.") pops up.
2. If I click okay then the outlook window closes. If I don't and leave the message box up then outlook stays in the system tray which allows me to attempt to do the autodiscover as you have explained above. When doing the autodiscovery, no other windows pop up as it should.


FYI... We thought the issue with this email problem was because we forgot to reconfigure the default gateway on the network. So we reconfigured it and that didn't solve the email problem.
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LVL 63

Expert Comment

by:Simon Butler (Sembee)
ID: 39895713
Shutdown Outlook completely.

The start it with the /rcpdiag switch, so outlook.exe /rpcdiag

An additional box will come up and show you what Outlook is doing.

Simon.
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Author Comment

by:jslaught
ID: 39896333
As you mentioned above, from a network machine:

1. i shutdown outlook completely
2. brought up the command prompt as administrator and had to cd to the proper path where outlook.exe is located.
3. type in outlook.exe /rpcdiag
4. The additional box displayed briefly then dissapeared.
5. The same message ("Cannot open your default e-mail folder. You must connect to Microsoft Exchange with the current profile before you can synchronize your folders with your offline folder file.") pops up.
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LVL 63

Expert Comment

by:Simon Butler (Sembee)
ID: 39897346
Have you tried other workstations?
The behaviour you have seen with the RPC Diag box is not something I have seen before. Even if the connection was failing the box should still come up so you can see it trying to do something. If it is closing immediately that points to a problem with the workstation.

Simon.
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Author Comment

by:jslaught
ID: 39903888
With your suggestion above, I tried 5 different domain workstations and they all have the same behavior I described in my last posting where the RPC Diag box displays and closes real quickly. I did manage to quickly capture a screen shot of the RPC Diag box that pops up before it closed. The status in the screen capture just says "connecting".
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LVL 63

Expert Comment

by:Simon Butler (Sembee)
ID: 39913266
That behaviour is very odd - I have been using the rpcdiag window in that way for years - since the first version of RPC over HTTPS was introduced. It came out with Outlook 2003. It shouldn't close though, the most it should do is disappear behind the Outlook window, which you can then get back. If it is closing then something is interfering.

Simon.
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Author Comment

by:jslaught
ID: 39913899
Yes we are trying to figure out what is interfering. What do you think about Microsoft's 2010 Update Rollup 4 for Exchange Server 2010 RTM update? I know it's an old update but we found that on Microsoft and was considering running that to see what happens. We are seeing alot of Event ID 4999 and Event ID 7031 in the event logs.
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LVL 63

Expert Comment

by:Simon Butler (Sembee)
ID: 39916927
Wait a moment.
Are you still on Exchange 2010 RTM?
If so, and you have it on Windows 2008 R2 then that isn't supported. Get the server updated to Exchange 2010 SP3 with the latest rollup.

Simon
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Author Comment

by:jslaught
ID: 39925983
Found out that the Exchange version we have is Exchange 2010 SP1. Upgraded to Exchange 2010 SP2 and still having the same issue. Proceeding with upgrading to Exchange 2010 SP3. Hopefully this will fix the issue. I'll keep you posted.
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LVL 63

Expert Comment

by:Simon Butler (Sembee)
ID: 39926902
You could have gone straight to SP3 - SP2 is almost EOL (a few weeks to go), and the service packs are cumulative.

Simon.
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Author Comment

by:jslaught
ID: 39929568
So now my customers exchange server is updated to Exchange 2010 SP3 as you suggested. Rebooted the server and tried to launch outlook from a client machine under a priviledged account and then a test standard user account (and giving it an email account for the first time). Received the same result when outlook attempts to configure:

During configuring Outlook Accounts process, I receive the same message:

"Cannot open your default email folders. You must connect to Microsoft Exchange with the current profile before you can synchronize your folders with your offline folder file. "

Then a separate message at the bottom of the screen displays:

"Connection to Microsoft Exchange has been lost. Outlook will restore the connection when possible".

Any other suggestions on resolving this?
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Author Comment

by:jslaught
ID: 39939646
The exchange server is now updated to Exchange 2010 SP3 Rollup 5. Still receiving the same error messages. Still looking for some other suggestions. I'm refraining from having to rebuild the exchange server alltogether.
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Author Comment

by:jslaught
ID: 39940658
Did the "Test e-mail Autoconfiguration" from outlook on a client machine and the "use autodiscover" test was a success but still getting the original issues with outlook from above.
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Accepted Solution

by:
jslaught earned 0 total points
ID: 39951202
After weeks of research and troubleshooting, we found the solution to our problem. It ended up being a permission problem on exchange directory on the server c: drive.


http://support.microsoft.com/kb/2013890

It always ends up to be something simple....
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Author Closing Comment

by:jslaught
ID: 39963508
None of the experts suggestions help me find the right solution. Plus I haven't receive any new solutions in a few days so I kept researching and troubleshooting on my own. After weeks of research and troubleshooting, a solution was found to our problem. It ended up being a permission problem on exchange directory on the server c: drive
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