Outlook 2013 Remote Desktop Problem / bug

Trying to bring back an old thread from llubman. I have the same issue, which is reproducible, and have not been able to find a resolution anywhere. The thread seems old, and I've posted there with no luck. It seems to happen with ANY RDP connection on Windows 7 / Server 2008R2.

Please let me know if a bug fix is available!!!!!

1. Outlook is open

2. Open an email from the list. IMPORTANT: When open, the email must be covering the email list in the Outlook main window.

3. Delete the email be clicking the "X" button in the email's ribbon.

Result: Normally all email below the deleted email move up one space.  In this case, the one email below the email that was deleted moves up, but the rest of the list is not redrawn, so the line with the deleted email now shows the email below it but the lines below still show the previous email as they were originally until you hover your mouse over the list which causes the items to redraw.

Example list before deleting:

email1

email2

email3

email4

Example after you delete "email1" and before you scroll your mouse over the list:

email2

email2

email3

email4

The only correct item is the first one.  The rest were not redrawn on the delete of "email1".  When hovering your mouse over the lower items, they then redraw, probably because of how the new email list highlights on mouse hover.

After mouse hover over the list items, they redraw correctly:

email2

email3

email4

email5

Important: You must have the email being deleted completely cover the email list in the Outlook main window.  I tried making the email's window smaller so I could see the list while deleting the email and the list redrew properly.  Also, I believe I saw the same symptom when Moving an email item as well.  

The problem only happens when accessing the system in Remote Desktop.  I wonder if the new delete animation is the issue.  When you delete an email in the way I describe, Outlook delays the list update until after the email is no longer on the screen in order to show the user the list moving up in an animated way.  This doesn't seem to happen via remote desktop.

I could reproduce this consistently on my system. 

March 3rd, 2014 2:59pm

Hi,

First of all, please make sure the server and client have been fully patched so far.

Please also try disabling hardware graphics acceleration in Outlook to check the result:

FILE tab -> Options -> Advanced -> unselect the checkbox before Disable hardware graphics acceleration -> OK.

Thanks,

Melon Chen

Forum Support

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March 4th, 2014 3:16am

Thanks for the reply.

I have confirmed that we are fully patched, as well as disabling hardware acceleration in addition to office animations.

This seems to be a bug that anyone running W7 / Server 2008R2 over a RDP connection can replicate.

This does NOT happen with windows 8 / server 2012.

In short, to reproduce:

-RDP to a W7/Server2008R2 machine and have outlook 2013 opened in full screen

-Open a message and make sure it is covering the items/preview pane

-Click delete on the message

you will then see duplicate items/incorrect message names in the message pane until you move the mouse over them. This is causing issues because my users think they are clicking on one message, when in reality what they see on the screen is incorrect.

March 6th, 2014 7:50pm

Hi,

This issue can basically be classified into a RDS performance problem, such issues like a delayed response can be strongly affected the network environment. That can explain why some users face the problem while others don't.

You can try to ping the RDP and check if a high latency exists. If yes, I'm afraid the introduced issue may occur. Then we should focus on speeding up the Remote Desktop Connection and optimizing it.

I hope the following information can be helpful:

How To Optimize Remote Desktop In Windows 7

http://www.informationweek.com/how-to-optimize-remote-desktop-in-windows-7/d/d-id/1099813

How to Speed Up your slow Remote Desktop Connection? / How to optimize your slow Remote Desktop connection?

http://tnind.wordpress.com/how-to-speed-up-your-slow-remote-desktop-connection/

Thanks,

Melon Chen

Forum Support

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March 11th, 2014 5:55am

Hi,

All users experience this issue and it can be reproduced by every user. PINGs are sub-millisecond on 100Mb & 1Gb connections.

This only happens with Outlook 2013 and not with pervious applications nor older versions.

Thanks.

March 11th, 2014 12:58pm

Hi,

Thank you for your question.

I am trying to involve someone familiar with this topic to further look at this issue.

Thanks,

Melon Chen

Forum Support

Free Windows Admin Tool Kit Click here and download it now
March 12th, 2014 3:04am

Thanks. It can be replicated on any machine if the steps above are followed.

Note: this does NOT happen with windows 8 / server 2012, and no upgrading all servers/workstations is not an option.

Thanks,

Doug

March 12th, 2014 7:44pm

Hi,

I am unable to reproduce the issue at my end in my Lab. However looking at the complexity of the issue at your end, I strongly feel that we need to troubleshoot the issue and collect the logs and Dumps and analyze further to drill down to the cause of it and provide resolution to you.

However this is not possible via the FORUM support. Hence I would suggest you to open Phone Support case with us so that we can work with you to resolve the issue

To open phone support case you can contact Microsoft Customer Central on 1-800-936-4900 . Alternately you can also visit our website http://support.microsoft.com/oas to create the phone support case

Hope this helps

Thanks

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March 13th, 2014 12:54am

Hello,

I do not have support for office products, and don't feel I should have to pay for support to fix what seems to be a bug in the software/RDP connection.

Please try the following steps to reproduce in your lab. I've been able to successfully reproduce the issue in my lab, production environment, as well as other user's PCs.

-Windows 7 or Server 2008R2 x64

-Office 2013 professional x86- Outlook, Word, Excel, Powerpoint, Publisher, Shared tools

1a. Establish a Remote Desktop connection to the target machine (Windows 7 or Server 2008R2)

1. Open outlook 2013 in full screen

2. Open a message in full screen (Make sure the message covers the inbox items / messages pane)

3. Click the "delete" button, and do not move the mouse

4. Notice the first and second items will be duplicates, and every message thereafter will have the incorrect name

5. Move the mouse over the items, and notice they will refresh with the correct items as the mouse is moved over them

The steps above will successfully replicate the issue every time, as long as the operating systems are Windows 7 or Server 2008R2.

Thanks,

Doug


  • Edited by Doug_Greene Thursday, March 13, 2014 1:02 PM
March 13th, 2014 12:59pm

Hi,

I am still not able to replicate the issue. I would suggest again to open phone support case with Microsoft. Do not worry about the charges. If its issue related to Microsoft, we do not charge at all.

Hope this helps.

Thanks

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March 14th, 2014 1:40am

From another post:

Thanks for the detail post, I have verified this behavior on my test machine, I will pass this information to our product team.

BTW, covering the email list is important indeed, that's why I haven't seen it b

March 25th, 2014 2:35pm

Can you please assist in opening a case? I've tried several times and they continue to ask for support contracts.

Much appreciated!

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May 12th, 2014 1:31pm

Hello, I am having the same problem, but not on RDP.

Windows 7, where the user has turned off the reading pane.

August 12th, 2014 7:34pm

This 'Hot Fix' resolved the issue for me: 

KB2899544 (just Google it and one of the first results is a link to download this MS Hot Fix)

  • Proposed as answer by pbayliss 14 hours 41 minutes ago
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May 21st, 2015 12:45pm

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