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Outlook won't always pull email from Gmail via IMAP

Posted on 2014-12-19
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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?
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Question by:Azra Lyndsey
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9 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
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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.
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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.
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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.
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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.
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Expert Comment

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