Word and Excel Save & Send Do Not Work - ost File Cannot Be Accessed

Ladies and Gentlemen

We have approximately 38 Windows 8.1 Professional users and we are using Office 2010 with an Exchange server.  We are not using Lync or any unified communication software.  I have one user who frequently uses “Save and Send” while using Word or Excel.  While this feature seems to work fine in all of the workstations that I have checked, it does not work on this user’s machine.  When “Save and Send” is selected in either Word or Excel and “Send as Attachment” is selected, the user receives the error:  “The file C:\Users\User.Domain\AppData\Local\Microsoft\Outlook\user@domain.com.ost is in use and cannot be accessed.  Close any application that is using this file, and then try again.  You might need to restart your computer.”  

I have tried starting Word in safe mode to see if there was an add-in causing the problem, but I still received the error.  I tried using the Inbox repair tool which indicated there were errors and that it finished, however, the problem still exists.  I tried turning UAC off.  It did not help.  I tried repairing Office, but the problem still occurs.

Any ideas will be greatly appreciated.


Who is Participating?

[Product update] Infrastructure Analysis Tool is now available with Business Accounts.Learn More

I wear a lot of hats...

"The solutions and answers provided on Experts Exchange have been extremely helpful to me over the last few years. I wear a lot of hats - Developer, Database Administrator, Help Desk, etc., so I know a lot of things but not a lot about one thing. Experts Exchange gives me answers from people who do know a lot about one thing, in a easy to use platform." -Todd S.

The .OST file is the Exchange offline store so I would start by checking if anything else is using it - for example: can you rename it when Outlook is closed? if there is a background sync  - eg: onedrive,  backup or Malware holding it open you should get a failure and you can start identifying the culprit.

Assuming you can rename it then change it to something like '.tmp' and restart outlook, the OST should be recreated and that might fix the problem. Failing that an account reset and/or reinstall of outlook would be my next attempts

Experts Exchange Solution brought to you by

Your issues matter to us.

Facing a tech roadblock? Get the help and guidance you need from experienced professionals who care. Ask your question anytime, anywhere, with no hassle.

Start your 7-day free trial
JebidiehAuthor Commented:
Hi regmigrant!

Thanks for the suggestions!  I am in the office next on Wednesday.  I will give those solutions a try and let you know the results.

Thanks again!

JebidiehAuthor Commented:
Hi Regmigrant!

Thanks again for your suggestions, but they did not work.  We uninstalled Microsoft Office, ran cCleaner and re-installed Office.  To my surprise (I expected some of the settings to still reside on the computer when Office was reinstalled and the problem to still be there) it worked.  The problem has been resolved.

Thanks again for your help!

JebidiehAuthor Commented:
The suggested solution did not resolve our problem, but certainly gave us other troubleshooting tools to help eliminate other possibilities before re-installing the software.
It's more than this solution.Get answers and train to solve all your tech problems - anytime, anywhere.Try it for free Edge Out The Competitionfor your dream job with proven skills and certifications.Get started today Stand Outas the employee with proven skills.Start learning today for free Move Your Career Forwardwith certification training in the latest technologies.Start your trial today
Microsoft Office

From novice to tech pro — start learning today.