Outlook client stops refreshing inbox view of shared mailbox after migrating from Exchange 2007 to Exchange 2010.
Shared mailbox case summary:
Exchange 2010 SP2 R2 (2 cas/hub servers, 2 mailbox servers with DAG)
Windows 7 x64 SP1, Outlook 2010 x86 SP1 (also tested with Outlook 2007)
User environment and a quick problem description:
This issue was never a problem with our Exchange 2007 environment, and since we depend very much on shared mailboxes in our environment we cannot complete the migration to 2010 before this issue is solved.
What we have done so far, and what appeared is:
The affected department consisting of 11 users and has been migrated fully from exchange 2007 to exchange 2010.
They have an exchange shared mailbox used for brokering. It handles approximately 10000 emails per 2 months. All email older than 2 months is archived out of exchange and removed from the mailbox.
When they use Outlook they open up one window with their personal inbox, and one window with the shared mailbox inbox. This way they can always have a screen up with the incoming emails for the department/ship brokering. All 11 of them are working towards the shared mailbox at the same time.
After a while (random it seems) the view (* see below) of the shared mailbox inbox does not update for some of the users. Sometimes 4-6 user views stops at the same time, and sometimes only 1-2 user views stops updating. Their regular inbox does not stop and if the users have outlook web access for the shared mailbox open the view does not stop there. The view only stops in Outlook client.
View Explanation (*):
The view our users have on the shared mailbox is the default view for inbox in compact mode. With the following details:
Header Status, Importance, Icon, Attachment, Subject, From, Size, Received, Categories, Flag Status
This is by default sorted by “Received” column.
The problem, more details:
After having the view up for a while (this can take hours), the view stops updating (i.e. showing the new incoming emails listed in the view). What users can do to get the view list of new email back is for instance to change sort method or go out of the inbox and click back to the inbox. This problem seems also to be a bigger problem when several clients connect to the same shared mailbox. For instance if only two users have it up (in test environment), we cannot recreate the issue. But if 10-11 users go to the same shared mailbox, we get to recreate the problem and the view stops. Again the view never stops updating if using outlook web access (OWA) and it does not stop for all connected users, just some of them, but this is random which user views stops and at a point all the users have been affected.
The problem for our users with a view that stops updating is that they don’t always notice that the view has stopped, and then they think they got no new email to work with. They have to do an action with the outlook client to notice that they’ve got new email. This is a big issue and our users might lose important business if they don’t see new incoming email they can work with in their view.
What we have tried to avoid the issue:
We have tested: (shared mailbox is always located at Exchange 2010 unless otherwise noted)
Outlook 2007 vs shared mailbox à view stops updating
Outlook 2010 vs shared mailbox à view stops updating
Outlook cached mode for both the shared mailbox and user inbox à view stops updating
Outlook online mode for both the shared mailbox and user mailbox à view stops updating
Outlook online for shared mailbox and cached for user mailbox à view stops updating
Outlook deleting outlook profile, setting up account again à view stops updating
Creating a new mailbox on 2010 à view stops updating
Full mailbox access for users on shared mailbox à view stops updating
Read access for users on shared mailbox à view stops updating
Automapping for shared mailbox enabled à view stops updating
Automapping for shared mailbox disabled à view stops updating
We’ve also tested our old environment again:
Outlook connected to shared mailbox on Exchange 2007 (old environment) à view always works and updates
We have an open case with Microsoft Support, but after 5 weeks they hardly understand the problem and are still unable to help us resolve the problem.
To us this looks like a problem with Exchange 2010 and not the Outlook client. Anyone else experienced a problem like this or has any suggestion on how this problem could be resolved?
- Edited by anders astrup Friday, June 08, 2012 10:32 AM
A shared mailbox has per default the user disabled, so you cannot logon to the shared mailbox. And in this case the mailbox has been moved from Exchange 2007 to Exchange 2010. But we have tried creating a new shared mailbox on Exchange 2010, and when enough people starts working towards it, the same thing happens, the view stops updating for the shared mailbox.
Thanks for your update. But there is only resource mailbox has AD account disabled--as long as I know. So could you descripbe the steps of creating the shared mailbox and configure for client use in detailed? I would help me better understand the issue you are encountering.
TechNet Community Support
Thanks for your reply, and I am sorry for that I did not aware of this kind of mailbox at the first minute. I tried to reproduce this issue in my local lab but failed. Coud you provide the Microsoft support ticket number? It would help my research.
Meanwhile, I have already involve a next level support engineer in this thread. Will keep you posted if there is any update. thanks.
TechNet Community Support
I have one basic recommendation.
> after migrating some mailboxes from E2k7 to E2010, this issue started correct?
Where is the shared mailbox? is that still in E2k7?
--> Can you please try moving few shared-mailbox (less important one's first) to Exchange 2010...then test and see if we are facing the same issue?
All the users are having the same version\build of Outlook or a mixed-Outlook versions?
--> can you try and have same version of Outlook accessing the mailbox at a point of time...then test and see if you are facing this issue?
The problem occurs for the shared mailboxes converted and located on E2010. All the shared mailboxes on E2k7 works just fine.
All the users of the shared mailboxes located on E2010 have also been migrated onto E2010.
All the users are using the same version of Outlook 2010.
Based on Microsoft Support recommendations we have just tried to install the latest hotfix for Outlook 2010, but this did not resolve the problem, and the issue still exists.
The Outlook 2010 June 26, 2012 hotfix package (CU)
- Edited by anders astrup Monday, July 02, 2012 12:51 PM
From the Exchange server perspective...do you have BES configured in your setup.
Can you please check if the hotfixes mentioned in the below URL is helpful\applicable for your case.
> How Many shared users\Outlook clients are connecting to this "Shared mailbox" at a point of time?
A little update on this issue:
4. of July we updated all exchange 2010 servers to Exchange 2010 SP2 Rollup 3, and installed all available microsoft updates.
Sadly we could again confirm that the issue was still present with our 11 users of the shared mailbox. The view stopped updating after a while as earlier.
As mentioned this happens only to the shared mailbox and only when there are several users connected to it. Our users do use the categories field quite active within that mailbox (because they categorize after who works with which mail).
I guess we use shared mailbox in a very special way, cause we cannot find much information about this issue...
A little update.
After months working with MS Support to try finding a resolution they finally confirmed the issue was reported as a bug. But no information about when we could expect a resolution.
Yesterday we tried installing Rollup 4 for Exchange 2010 SP2, but the issue still exists.
You have the exact same problem?Lates reply from Microsoft Support gave us these recommendations (I have not yet tested if this will resolve our problem):
- Install Update Rollup 4 Version 2 for Exchange Server 2010 SP2
- Set TCP Keep alive on the Exchange 2010 CAS servers to 5 min, KEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\Tcpip\Parameters KeepAliveTime Value: 300000 (If there is a networking device in between the clients and the Exchange 2010 CAS servers, which are dropping idle connection, this setting can prevent this).
- Install fixes and registry settings:
In scenarios wiht issues when clients connecting to Exchange 2010 we always recommend applying the following fixes and registry settings:
- RPC threads may stop responding in Windows 7 or in Windows Server 2008 R2
http://support.microsoft.com/kb/2637692 This is a general fix that should be applied to all Exchange servers and DC/GC running Windows 2008 R2 RTM/SP1
- 2535105 Outlook client applications cannot connect to public folders after you install Exchange Server 2010 SP1
- On all Exchange 2010 mailbox server holding a Public Folder database
- 2704230 Folders update slowly when an Exchange user uses Outlook in online mode
- This may have effect on Outlook client in online mode.
If your Exchange 2010 mailbox servers are member to DAG, we recommend applying the first 6 fixes under general in KB 2545685, for cluster stability.
- KB 2545685 “Recommended hotfixes and updates for Windows Server 2008 R2 SP1 Failover Clusters”