I was advised to post my previously raised question in this forum .

Original Thread

I'm wondering if anyone can offer any insight to our current problems. I do have an ongoing case with support but its proving to be a tricky one to crack.

We are an organisation of circa 5000 all on Windows 7 Outlook 2010, Office 365/Exchange Online mailboxes. 

Up until Thursday 19th of March we had been relatively trouble free. Something happened on or around the 19th March that has seen us with over a thousand users reports issues. These manifest themselves with one or more of the following.

• Email are sent but then sit in the Outbox never being delivered.
• New emails dont appear in the inbox even though the new email notification is triggered.
• All email folders appear to be in a type of folder view where each folder has double blue arrows on them. This usually coincides with the Sync Issues folder appearing in Mail view often with hundreds(sometimes thousands) of sync issues per day.
• Users online Archive wont expand or sometimes wont even show.

Users have tried closing and re-opening Outlook and sometimes this returns the client to normal behaviour sometimes not. In all cases so far a new Outlook profile has fixed the issues described above. A repair of the profile makes no difference. The problem with this approach is that with so many users reporting problems this is not a feasible way for our 1st line support to have to deal with. What is more worrying is that we are starting to see a handful of users who have already had new profiles call again to report a recurrence of one or more of the issues listed above.

In all cases when checking the users machine Outlook appears connected and checking the Connections Status everything is connected. What we have noticed is the normal status message of Connected To: Microsoft Exchange has sometimes changed to Online.

We have checked with our network provider and they confirmed there have been no network issues or changes since the 19th. 

I've been working with MS Support who created a diagnostic tool for me to run on affected machines. We've run it on 5 or so machines so far and they have come back with a list of recommendations but all of which I'm sceptical about. 

They are as follows

1. You do not have the latest update for Outlook Social Connector for Outlook 2010 (32-bit).

There are more recent versions of files available for the Outlook Social Connector for Outlook 2010 (32-bit). Please click the link below and install the 32-bit (x86) version of the update.

http://support.microsoft.com/en-us/kb/2726880

(To apply this Hotfix, please choose 32-bit (x86) version, enter the email address. Hot fix will be emailed to you, please select the last link from the email, download and run.)

1. You do not have the latest update for 'Microsoft Exchange Add-in' add-in for Outlook 2010 (32-bit).

There is a more recent version of the 'Microsoft Exchange Add-in' add-in for Outlook 2010 (32-bit). Please click the link below and install the 32-bit (x86) version of the update.

http://support.microsoft.com/en-us/kb/2794760

1. You do not have the most recent files for Word 2010 (32-bit).

You currently have version 14.0.7143.5000. There are more recent versions of files available for Word 2010. Please click the link below and install the 32-bit (x86) version of this update.

http://www.microsoft.com/en-us/download/details.aspx?id=46235

1. You do not have the most recent files for MSO 2010 (32-bit).

You currently have MSO.dll version 14.0.7143.5000. There is a more recent version of MSO.dll available. Please click the link below and install the 32-bit (x86) version of this update.

http://www.microsoft.com/en-us/download/details.aspx?id=46197

1. You do not have the latest update for Outlook 2010 Junk E-mail Filter (32-bit)

There is a more recent version of the Junk E-mail Filter for Outlook 2010 (32-bit). Please click the link below and install the 32-bit (x86) version of the update.

                http://www.microsoft.com/en-us/download/details.aspx?id=46356

I'm not sure that any of the above are going to fix our issues ? How can we have been working trouble free for over a year but now all of a sudden the lack of the patches above have caused an issue ? The other suggestion was that we enable RPC Encryption in the mail profile. However upon testing if we change Logon network security from anonymous to Negotiate and tick the box to encrypt it breaks the connection. 

I know there was a 365 incident on Thursday 19th Incident ID EX17712 and now the Web issues reported in MC15419 but we are unsure whether either of these things is causing issues for us ? I had suspected proxy issues but our Network partner have proved there are none and surely network issues would be an on or off type problem rather than the issues described ?

If anyone has any ideas I would love to hear them as I'm tearing my hair out :-)

Many thanks

• Edited by Holden_Caulfield_1951 Sunday, March 29, 2015 7:49 AM link change

Hi Holden,

I recommend you check whether there are the same issues when using OWA.

If no, that may be associated with outlook client.

In addition, as this is a forum for On-Premise exchange, not for exchange online, I also recommend you post in Exchange online forum to ask for help.

Thanks for your understanding.

Best regards,

Hi Niko,

Definitely only an Outlook issue. OWA is fine. I will post in the Exchange online forum.

Thanks