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Missing emails in Outlook

    Question

  • Hi,

    Some of the users are experiencing with missing emails in Outlook.  The version of Outlook is 2013.    The issue is that users are able to see the emails from Mobile (ActiveSync) and also from OWA but the same email do not show in Outlook.  Has to restart Outlook several times and eventually those missing emails would show up in Outlook.  Can you please assist on how to troubleshoot this issue?  It happens quite random but there are more than two users reporting this same issue.

    Regards

    Winnie

    Tuesday, August 06, 2013 8:52 PM

Answers

  • Hi,

    Mobile and OWA work, and just “some of the users” have this issue, so it should be the issue on the client side.

    Please try to run Outlook under safe mode to avoid some AV third party add-ins and firewall.

    Please try to re-create a new profile to have a test.

    We cannot ignore the Exchange performance and network performance sometimes.

    Is there any error or warning message showed in the Outlook bottom right?

    If yes, please post details to me.

     

    Hope it is helpful

    Thanks

    Mavis

    Wednesday, August 07, 2013 5:22 AM

All replies

  • We have had an identical issue and we tracked it down to a performance problem. We saw high memory use on our CAS servers and these two kb's were relevant:

    http://support.microsoft.com/kb/2800133/EN-US and http://support.microsoft.com/kb/2458543 . Basically SP3 fixes it

    What version of Exchange are you on? We are on SP2 RU6 and will be upgrading shortly.

    Look for low Free memory on the cas servers (if seperate) and high memory use on the rpc client service and w3wp service. You probably should enable logging and you may see an ever climbing memory use on these two processes.You can use experfwiz from: http://experfwiz.codeplex.com/ to capture your data. Also have a look at the RPC Client Access log from: Program files\Microsoft\Exchange Server\V14\Logging\RPC Client Access 


    Tuesday, August 06, 2013 10:40 PM
  • Hi,

    Mobile and OWA work, and just “some of the users” have this issue, so it should be the issue on the client side.

    Please try to run Outlook under safe mode to avoid some AV third party add-ins and firewall.

    Please try to re-create a new profile to have a test.

    We cannot ignore the Exchange performance and network performance sometimes.

    Is there any error or warning message showed in the Outlook bottom right?

    If yes, please post details to me.

     

    Hope it is helpful

    Thanks

    Mavis

    Wednesday, August 07, 2013 5:22 AM
  • "Mobile and OWA work, and just “some of the users” have this issue, so it should be the issue on the client side. "

    True if they only have on CAS server - but not if they have more than one. We have 8 CAS servers and only those users on one of the CAS were affected- because of the memory leak

    Thursday, August 08, 2013 4:49 AM
  • Hi,

    Yes, you are right.

    That is as I said "cannot ignore the Exchange performance".

    Thanks.

    Mavis

    Thursday, August 08, 2013 5:04 AM
  • Can you see the items when you disable cached mode in outlook?
    Also, maybe check the content types of the emails that don't show up.
    Friday, August 09, 2013 9:12 AM
  • 1. Yes, how many servers with CAS role do you have?

    2. As suggested above, you could disable cached mode in Outlook for the persons having this problem.

    Since the problem is random, you might not see results immediately though.

    How often does the problem occur? Once a day? Once a week?

    Otherwise, monitor performance as suggested also.

    Is the server fully patched? What is the current service pack? If SP3, that should eliminate at least one cause mentioned.


    Please mark as helpful if you find my contribution useful or as an answer if it does answer your question. That will encourage me - and others - to take time out to help you.

    Friday, August 09, 2013 10:32 AM