Want to protect your cyber security and still get fast solutions? Ask a secure question today.Go Premium

x
?
Solved

Outlook won't always pull email from Gmail via IMAP

Posted on 2014-12-19
9
Medium Priority
?
356 Views
Last Modified: 2015-01-28
I'm working on a machine running Outlook 2013.  It's using IMAP to talk to a Gmail account.  Every now and then, Outlook will stop looking for emails in IMAP.  I don't think the user is seeing an error, but then, I'm also not sure how to check for this.  

Where can I find Outlook's logs?  Can they be found in the Event Viewer somewhere?  I did just now turn on the logging feature in Outlook itself - perhaps that will show me where the problem is?

Anything else you think I ought to be looking at?
0
Comment
Question by:Azra Lyndsey
  • 5
  • 2
8 Comments
 
LVL 7

Expert Comment

by:Deadman
ID: 40510481
change time sync setting in outlook 2013

Go to File -->Options -->Adavance --> Search for Send and Receive --> Select Send/Receive --> Change time ( as per your requirement)

outlook.JPG
0
 
LVL 1

Author Comment

by:Azra Lyndsey
ID: 40520987
Check them.  They're set to defaults.  

Here's a screen shot:

Outlook Default Time Settings
I'm not sure that this is the problem.  The reason being is that the GMAIL account is using IMAP and gets email instantly, most of the time.  In fact, I've never been able to see this misbehave.  I'll get an email from the user every now and then saying that he didn't get any email all day, then all of a sudden he'll get a ton of email that are hours old.  Meanwhile, the pop account seems to receive email just fine on it's established schedule.  

So I'm a bit leery about changing this value as I don't think this is what the problem really is right now.

I suppose I can, I'm just not convinced that those settings are the problem.
0
 
LVL 1

Author Comment

by:Azra Lyndsey
ID: 40521013
Looking over the logs from Outlook, I see some really interesting things.  

I can see where the user opens Outlook as I get an "OutlookStart" log file.  Then I get dozens, if not more than that IMAP-emailaddress-date-time-###.txt entries.

At the bottom of each log file I have the following line:

IMAP: 07:57:47 [rx] * BYE LOGOUT Requested
IMAP: 07:57:47 [rx] tuzy OK 73 good day (Success)

Open in new window


Obviously, the time stamps differ, but they're essentially the same.

What strikes me as really odd is that sometimes Outlook will fire up a new log file, almost immediately; then other times there's a large gap between when one file concludes and another begins:

List of Outlook log files
Note the one in the red box where there's nearly a two hour gap.  I think it's safe to say that the user didn't get any email during this time.

You can see the "OutlookStart" entry at the bottom of the image.
0
Concerto's Cloud Advisory Services

Want to avoid the missteps to gaining all the benefits of the cloud? Learn more about the different assessment options from our Cloud Advisory team.

 
LVL 22

Expert Comment

by:Rick Hobbs
ID: 40528563
This is a known (seems like Microsoft's) problem and appears to have a couple fixes according to other user's at this Microsoft answer forum link:

http://answers.microsoft.com/en-us/office/forum/office_2013_release-outlook/problems-with-outlook-2013-and-imap/e7aa0cb6-2182-47eb-84e4-2a9c6f86d892?page=2

I tried Robert G's solution and it worked perfectly.
0
 
LVL 1

Author Comment

by:Azra Lyndsey
ID: 40538570
Are you talking about Rodney G's reply?

Mail to keep offline in Outlook
If so, my hesitation here is that the client wants to keep his messages in Outlook eternally; so using this kind of retention policy will create another problem, even if it solves the retrieval issue that we're having now.
0
 
LVL 22

Expert Comment

by:Rick Hobbs
ID: 40539334
I am not replying to Rodney's  comment.  I am replying to your original question.
0
 
LVL 1

Accepted Solution

by:
Azra Lyndsey earned 0 total points
ID: 40567182
I never did find the response from Robert that you were talking about, sorry, Rickhobbs.

I ended up rebuilding the accounts under a different profile in Outlook and that seems to have corrected the problem.
0
 
LVL 1

Author Closing Comment

by:Azra Lyndsey
ID: 40574822
None of the other solutions provided seemed to do the trick, creating a new Outlook profile and re-establishing the IMAP account got things working smoothly.
0

Featured Post

Get your Conversational Ransomware Defense e‑book

This e-book gives you an insight into the ransomware threat and reviews the fundamentals of top-notch ransomware preparedness and recovery. To help you protect yourself and your organization. The initial infection may be inevitable, so the best protection is to be fully prepared.

Question has a verified solution.

If you are experiencing a similar issue, please ask a related question

Unified and professional email signatures help maintain a consistent company brand image to the outside world. This article shows how to create an email signature in Exchange Server 2010 using a transport rule and how to overcome native limitations …
The core idea of this article is to make you acquainted with the best way in which you can export Exchange mailbox to PST format.
Internet Business Fax to Email Made Easy - With eFax Corporate (http://www.enterprise.efax.com), you'll receive a dedicated online fax number, which is used the same way as a typical analog fax number. You'll receive secure faxes in your email, fr…
This video shows how to remove a single email address from the Outlook 2010 Auto Suggestion memory. NOTE: For Outlook 2016 and 2013 perform the exact same steps. Open a new email: Click the New email button in Outlook. Start typing the address: …
Suggested Courses

580 members asked questions and received personalized solutions in the past 7 days.

Join the community of 500,000 technology professionals and ask your questions.

Join & Ask a Question