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Exchange 2013 Shared mailbox folders dissapearing

Last Modified: 2016-04-04
Hi there,

At a customer of ours we migrated from Exchange 2010 to Exchange 2013 successfully. Well that is until the following problem showed up:
All clients are running Outlook 2013. All users have a personal e-mail box and they share several shared mailboxes.

Lets call the mailbox Sales@. This mailbox is shared by a lot of users and all the sales related e-mail is kept in separate folders and sub-folders. Up until Exch2013 all was working fine. But after we migrated the shared folders, people started noticing that:

- During the day randomly at random users, the shared mailbox closed it's tree. Not a real problem, cause you can reopen it, but non the less very irritating. specially when it happens very often. We noticed this occurred mostly when people were not using outlook for a few minutes.

- During the day randomly at random users, the shared mailbox folder list would partially disappear. Whole parts of the mailbox wouldn't be shown. Even when the tree would be closed and reopened. Only thing that seems to fix this issue is closing Outlook 2013 and restarting it. We also noticed we could use the "reconnect" option in the "connection status" screen when you <ctrl>+richt-click on the Outlook tray icon. The reconnect also would re-show the whole folder list.

I've been browsing the internet for any permanent fix. I found some mentions about the cache mode, but the users don't have caching on in their profiles. For a test we turned on caching at one of the users for the private mailbox online. But that didn't help. Turning cache mode on for the shared folder isn't an option. This folder is about 13GB in size and that would mean all users (Remote Desktop profiles) would have a 13GB+ .ost file in the terminal server. Since we have over 40 users using this shared folder, we don't think this would help us :-)

Please can anyone help us. Any suggestion would be great.


Joost Groot
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