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Office 365/Outlook 2013 not syncing new email when using cached settings

Posted on 2014-11-10
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Last Modified: 2015-03-30
We have just moved to Office365 and upgraded everyone to Office 2013.  I have one user- who just happens to be the CEO- his email will not sync with Outlook is I have cache email selected.  As soon as I turn this off his outlook email works fine.  I have deleted profile numerous times.  Recreated .ost file etc.  As soon as I create new - it will show everything from that point back- it just won't update new.  At the bottom it always says updating inbox.  

He does have a large inbox but nowhere near the biggest.  His online file is at about 20GB.  I had settings set to cached 12 months.

There is one difference in his setup- he already had Office 2013 installed from regular installation file not the downloaded from Office365 installation as the majority of others do.
So I have not tried uninstalling Office 2013 and reinstalling from the Office365 download but that would be my next thing I try.

I have seen there are many posts going back to the debut of Office365 with people having this problem seemingly pretty random.  I have yet to see any clear cut solutions going on more than 2 years from original postings of this problem up until now.

Have their been any breakthroughs?  Could this simply be  caused by different installation media?

Just a side note- this was happening with his desktop here but was not having issues with his laptop.  Laptop was installed with Office 2013 installation media as well and not Office365 download.  As soon as I changed his desktop to stop using cache his laptop quit working.  Put his laptop on no cache and it started working again. Not sure of this is related but a point to consider perhaps.
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Question by:funkyone60
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Expert Comment

by:Vasil Michev (MVP)
ID: 40433167
20GB is still huge, and will give you trouble. Though it might seem a bit random, as different hardware/software on different machines will have different impact on the overall performance. Slow HDD is the number one concern. Additional scanning software such as AV or antimalware products another. In general you can look at this article for troubleshooting: http://support.microsoft.com/kb/2441551

With Exchange Online you get the Online archive option, just ask him to move some of the older emails to the archive. Or use the 'cache slider' (file -> account settings -> account settings -> double-click the account) option to limit the number of emails that are synced to the local profile.
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by:funkyone60
ID: 40433329
I have already gone to this setting and turned off cache completely.  This allows his email to work.  If I turn cache on at all - his email delivery fails.

I understand the size problems- this is the boss and I have others here with larger email boxes that are not having this issue so hard to go to him and tell him that's its the size of his box- If this was happening across the board then I could go to everyone and say here is the policy we need to set to stop this from happening.
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Accepted Solution

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funkyone60 earned 0 total points
ID: 40687651
From Microsoft

Add this registry setting:
[HKEY_CURRENT_USER\Software\Microsoft\Exchange]
"MapiHttpDisabled"=dword:00000001

Fixed the problem
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Author Closing Comment

by:funkyone60
ID: 40695564
Microsoft finally gave me the correct answer
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