Citrix - Outlook - User shows dialogue box of Retry/Work Offline or Cancel, but Webmail works. Everyone else is fine

I've deleted profiles on all Citrix servers and our home user profile with no luck. Other users who had this problem the same fix worked.
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Jorge OcampoAsked:
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RizzleCommented:
What version of Office are you running in your Citrix environment? Could you post a screenshot of the error/prompt? Also what version of Citrix are you running?

Have you tried repairing the Office install on Citrix? It could be the user who has the issue was logged onto a particular server at the time so ask the user to retry and ensure they use a different Citrix server. Do you use Citrix User Profile Management or do you use RDS profiles?
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Brian CTXSupportCitrix ConsultantCommented:
You can try recreating the mail profile using the mail control panel applet or possibly withing the app depending on the version you are using.  If that doesn't work I'd delete or rename the user's Windows profile before I messed with the Office installation.  If the problem is specific to a single user, it is most likely profile related.  The profile sounds like it is coming from a network share, so deleting the local profiles won't help.
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Jorge OcampoAuthor Commented:
The previous admin just left and I don't know Citrix. We are running Office 2007. I've attached a screen shot. How can I tell which version of Citrix, but I do know it is old
Capture.JPG
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Brian CTXSupportCitrix ConsultantCommented:
Programs and Features or Add / Remove Programs will typically show the version.  What OS are they running on?
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Jorge OcampoAuthor Commented:
Citrix Xenapp 5.0

Win 2008 r2 64bit
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Brian CTXSupportCitrix ConsultantCommented:
Are you certain it's 2008 R2 and not 2008 standard?
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Jorge OcampoAuthor Commented:
i only see it says 2008
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Brian CTXSupportCitrix ConsultantCommented:
Back to the Outlook problem, does the app open if they select Work Offline?
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Brian CTXSupportCitrix ConsultantCommented:
Presentation Server 5 doesn't run on 2008 R2.  :)
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Jorge OcampoAuthor Commented:
does not work because there is no offline copy to work because i deleted the profile
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Brian CTXSupportCitrix ConsultantCommented:
When you go to System Properties \ User Profiles, are they listed at local or roaming?

In Programs and Features, do you see anything installed like Citrix Profile Management or User Profile Manager?
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Jorge OcampoAuthor Commented:
I can't tell if the profiles are local or roaming. How do I do that?

Profiles are stored on each of the 3 Citrix servers im User Profiles under C:\Users\jdoe  . We also have a file server that houses their other profile \\FileServer\Profiles$. I'm not sure what the difference is between the two different profiles (Citrix and File Server), but when users have this same problem the fixed I've apply is deleting all profiles from all 3 Citrix servers and the one File Server. In fact I just did it for someone else today.

Under Program and Features I see the following:
Citrix Access Management Console
Citrix Receiver
Citrix XenApp 5.0
Citrix XexApp Plugin for Hosted Apps
XenApp Advanced configuration
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Brian CTXSupportCitrix ConsultantCommented:
So they are most likely roaming profiles.    When a user logs in, it gets copied from the file server to the Citrix server.  There is a policy that should be set to delete roaming profiles when the user logs off.  Also, it's important to make sure the users are not logged in when deleting the profile, otherwise it will write back the bad profile when they log off.

You can see the profile type by right-clicking the My Computer icon, select Properties, Advanced System Settings, Advanced, User Profiles.  The menus may be slightly different, I don't recall 2008 standard offhand.  Under User Profiles there should be a Settings button, and there it will show the type for the profiles on the server.
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Jorge OcampoAuthor Commented:
There all Roaming Profiles
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Brian CTXSupportCitrix ConsultantCommented:
You need to set this policy on the Citrix servers at some point so you'd only need to delete the profile on the share and not every server.

https://support.microsoft.com/en-us/kb/274152?wa=wsignin1.0
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