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Outlook 2010 Inbox Will Not Update

Posted on 2014-08-12
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Last Modified: 2014-08-12
For two of our users, the Outlook (2010 SP2 32-bit) inbox on their computers has stopped updating.  They can send an email and the recipiant gets it.  They can use OWA to see their new emails.  The OWA inbox seems to work.  

I have tried repairing the account through account settings.  I also tired reparing Office in 'Programs and Features'.  I have tried 'outlook /safe' as well.

We use Windows 7 SP1 32-bit and Exchange Server 2010

Is there a common cause for this?  Is there something I should look at first?  What else do I need to try?
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Question by:tmaususer
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Expert Comment

by:stu29
ID: 40255699
A couple of things to look at

1.  Do you see any errors on your exchange box?  If they have shared mailboxes they may have hit their connection limit.
2.  If they see their mail in OWA, then have you tried to delete their OST file in their local computer profile?  The recreate it.
3.  If you delete an email from Outlook, does it also delete it in OWA?
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Author Comment

by:tmaususer
ID: 40255882
What is the proper way to delete an OST?  In the past, I have tried something like the following:  delete an account, then delete  C:\Users\tma0258\AppData\Local\Microsoft\Outlook , then reinstalling Office and recreat the account.  I figure I am doing something wrong, because then I get messages that the OST needs to be created and another that says it already exists in some kind of circular loop.
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Accepted Solution

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stu29 earned 2000 total points
ID: 40255934
Close outlook
Open task manager and ensure the process is not running
navigate to %userprofile%\AppData\Local\Microsoft\Outlook and delete the OST
Open Outlook again and it will re-create the OST file.

If the OST will not delete, then reboot and do not open outlook, then delete the OST.
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Author Comment

by:tmaususer
ID: 40255946
I the Exchange server event log, don't see much that could be related.  There are a few entries like the following:

- <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
- <System>
  <Provider Name="MSExchange Availability" />
  <EventID Qualifiers="49156">4030</EventID>
  <Level>2</Level>
  <Task>4</Task>
  <Keywords>0x80000000000000</Keywords>
  <TimeCreated SystemTime="2014-08-12T13:10:35.000000000Z" />
  <EventRecordID>529525</EventRecordID>
  <Channel>Application</Channel>
  <Computer>EXCHSERVER.DOMAIN</Computer>
  <Security />
  </System>
- <EventData>
  <Data>Microsoft.Exchange.InfoWorker.Common.Delayed`1[System.String]</Data>
  <Data>EX:/o=Email/ou=First Administrative Group</Data>
  </EventData>
  </Event>

Followed by:

- <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
- <System>
  <Provider Name="MSExchange ADAccess" />
  <EventID Qualifiers="16388">2080</EventID>
  <Level>4</Level>
  <Task>3</Task>
  <Keywords>0x80000000000000</Keywords>
  <TimeCreated SystemTime="2014-08-12T13:14:06.000000000Z" />
  <EventRecordID>529526</EventRecordID>
  <Channel>Application</Channel>
  <Computer>EXCHSERVER.DOMAIN</Computer>
  <Security />
  </System>
- <EventData>
  <Data>STORE.EXE</Data>
  <Data>8332</Data>
  <Data>DNSServer1.DOMAIN CDG 1 7 7 1 0 1 1 7 1 DNSServer2.DOMAIN CDG 1 7 7 1 0 1 1 7 1</Data>
  <Data />
  </EventData>
  </Event>
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Author Comment

by:tmaususer
ID: 40255956
I'll get a hold of one of the users and test if an email that has been deleted changes in both the client and OWA.
I will also try the instructions you gave me for deleting an OST.
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LVL 9

Expert Comment

by:stu29
ID: 40256233
These errors while still needing investigated are not your issue.  Let me know how you get on.
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Author Comment

by:tmaususer
ID: 40256772
Closing Outlook, stopping the process, and deleting the OST did the trick!

Thank you so much stu29!
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Author Closing Comment

by:tmaususer
ID: 40256775
Totally Awesome!
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