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New emails are not being received in Outlook 2011 using Exchange 2007

Posted on 2014-10-23
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Last Modified: 2014-10-29
We have one user in the company that has 2 mac computers, an iMac, and a macbook air. Both are running 10.9, Outlook 2011 (current update), and are not receiving any new email in their inbox on the computers, but is receiving new emails on his iPhone and iPad. His mailbox database size on exchange has not been reached either. His Outlook 2011 account has been rebuilt, deleted, and recreated, but the issue continues.

If he clears/empties the cache in Outlook 2011 this works for a little while, but the email stops coming in. His inbox is around 16Gb, if that helps anyone.
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Question by:drillmecinc
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bas2754 earned 500 total points
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So....here is the thing about Outlook for Mac.  It basically sucks unless users maintain the system properly.  That being said there are some "gotchas" that you have to look out for:

1.  The inbox should be as small as possible.  It is a special folder with special rules in Outlook 2011 and needs to be maintained so that as few emails as possible remains in the Inbox itself.

2.  No folders should be created / stored under the inbox in the mail account.  You need to move these to the root of the mailbox and NOT in the inbox itself.  This is most easily accomplished in Webmail by moving folders out of the inbox and to the root of the mailbox.

3.  Empty Deleted items on both the client and the server.

4.  Once the emails have been cleaned up in the inbox, folders have been moved, deleted items have been cleared in webmail, clear the cache on all of the folders.

5.  Keep the deleted items emptied.

6.  Microsoft recommends that no folder has more than 5000 items in it to limit performance issues.  This is for any Outlook client in General.

We have a client with 40 MAC systems and we have found this to solve the problem in EVERY instance.  You also need to have the client keep less than 1000 emails in the inbox.

The mailbox has to size limitation as far as Outlook 2011 is concerned, however Outlook 2011 for Mac does have a number of items limitation.

The following may have some more information you may want to review:

http://support.microsoft.com/kb/905803 (Note:  This site is for Outlook in general, however there are several references to Outlook 2011 in the More Information Section.)

Items 1-5 have kept us running with happy users - some of which have 25GB+ mailboxes.  

Let me know if you need further guidance.
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