Set of users unable to recieve emails


  • It is observed that only a set of users are unable to recieve emails and their outlook status shows disconnected . Other users in the same office are able to send/recieve fine . The exchange database is mounted and is working fine. What could be the possible troubleshooting steps to rectify these ?
    Thursday, January 28, 2016 3:56 PM

All replies

  • Hi,

    Are you using multiple CAS servers? You may find that these users are connected to a CAS server which has issues. You can test each CAS server in turn by creating an entry in your host file for to each CAS server in turn. 

    Also, check the system and application event logs on the CAS and MBX servers involved in the user's service. 

    You may also find that the server has performance issues so check for these also - you may find something in the application event log about memory or disk I/O issues or you may see that the CPU is running at 100% etc. 

    Are these users connecting in a different way - e.g. remote desktop server, out of the office, VPN etc?


    Please mark as an answer if this answers your question

    Mark Gossa

    MCSE 2003, MCITP Enterprise Administrator 2008 R2, MCSA 2012 R2, MCTS Exchange 2010, MCTS SQL 2012, MCTS SharePoint 2007, VCP4, VCP5, CCNA

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    Posts are provided “AS IS” without warranty of any kind, either expressed or implied.

    • Marked as answer by Lynn-LiModerator Monday, February 15, 2016 6:31 AM
    • Unmarked as answer by suraj123n Friday, March 11, 2016 4:00 AM
    Thursday, January 28, 2016 4:10 PM
  • Hi,

    How about OWA for these users? Do these users use Outlook Anywhere to connect to exchange?

    Try to switch to other worked PC in the same office for these users.

    Are there any events in application log?

    Please tell us more about your exchange server environment. Numbers of CAS/MBX servers, DAG etc.

    Best Regards.

    Please remember to mark the replies as answers if they help, and unmark the answers if they provide no help. If you have feedback for TechNet Support, contact

    TechNet Community Support

    Friday, January 29, 2016 7:27 AM
  • OWA isnt working either. No the users dont connect via Outlook Anywhere to exchange.

    Only set of users are facing issues.

    What are the possible troubleshooting steps that can be checked ?

    Friday, March 11, 2016 2:14 AM