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Outlook trying to connect.. RRS feed

  • Question

  • Users on our domain using office 2016 in our office occasionally are having issues when connecting to outlook. The users have fairly large folder counts but this issue seems to affect the users at random. Some users never have the issue while other users have it intermittently.

    Fixes which have not worked:

    • Disabling hardware acceleration
    • Running outlook in safe-mode
    • starting outlook in admin mode (have not tested but seemed to work once)
    • new profiles on the pc's.
    • changing of caching settings

    *update* 10/18

    The issue seems to happen when a user is logged into two locations at the same time. For example using outlook 2016 and two desks. If the user signs out of one location and waits long enough then the user can log into the other location. This usually works. Not sure is there is a relationship there.

    I ran a troubleshooting log for one the users  and here is what I got:

    2019.10.16 09:26:08 <<<< Logging Started (level is LTF_TRACE) >>>>

    2019.10.16 09:26:08 HELPER::Initialize called

    2019.10.16 09:26:08 Initializing: Finding a Transport

    2019.10.16 09:26:08 MAPI XP Call: XPProviderInit in EMSMDB.DLL, hr = 0x00000000

    2019.10.16 09:26:08 MAPI Status: (-- -- ---/--- -- ---)

    2019.10.16 09:26:08 MAPI XP Call: TransportLogon, hr = 0x00000000

    2019.10.16 09:26:08 Initializing: Found a transport, Error code = 0x00000000

    2019.10.16 09:26:08 MAPI XP Call: AddressTypes, hr = 0x00000000, cAddrs = 3, cUids = 1

    2019.10.16 09:26:08 MAPI XP Call: TransportNotify(BEGIN_IN|BEGIN_OUT), hr = 0x00000000

    2019.10.16 09:26:08 HELPER::Initialize done, Error code = 0x00000000

    2019.10.16 09:26:08 HELPER::GetCapabilities called, Error code = 0x00000000

    2019.10.16 09:28:07 MAPI Status: (IN -- ---/OUT -- ---)

    2019.10.16 09:34:52 HELPER::Uninitialize called

    2019.10.16 09:34:52 MAPI Status: (-- -- ---/--- -- ---)

    2019.10.16 09:34:52 MAPI XP Call: TransportNotify(END_IN|END_OUT), hr = 0x00000000

    2019.10.16 09:34:52 MAPI XP Call: TransportLogoff in EMSMDB.DLL, hr = 0x00000000

    2019.10.16 09:34:52 MAPI XP Call: Shutdown, hr = 0x00000000

    2019.10.16 09:34:52 Resource manager terminated

     

     

    2019.10.16 09:35:04 <<<< Logging Started (level is LTF_TRACE) >>>>

    2019.10.16 09:35:04 HELPER::Initialize called

    2019.10.16 09:35:04 Initializing: Finding a Transport

    2019.10.16 09:35:04 MAPI XP Call: XPProviderInit in EMSMDB.DLL, hr = 0x00000000

    2019.10.16 09:35:04 MAPI Status: (-- -- ---/--- -- ---)

    2019.10.16 09:35:04 MAPI XP Call: TransportLogon, hr = 0x00000000

    2019.10.16 09:35:04 Initializing: Found a transport, Error code = 0x00000000

    2019.10.16 09:35:04 MAPI XP Call: AddressTypes, hr = 0x00000000, cAddrs = 3, cUids = 1

    2019.10.16 09:35:04 MAPI Status: (IN -- ---/OUT -- ---)

    2019.10.16 09:35:04 MAPI XP Call: TransportNotify(BEGIN_IN|BEGIN_OUT), hr = 0x00000000

    2019.10.16 09:35:04 HELPER::Initialize done, Error code = 0x00000000

    2019.10.16 09:35:04 HELPER::GetCapabilities called, Error code = 0x00000000

     




    • Edited by ITSouthBay Friday, October 18, 2019 2:58 PM edit
    Wednesday, October 16, 2019 7:23 PM

All replies

  • Hi,

    When issue occurs, can users log on the web mail normally on these computers?

    If problematic users log on their account on another PC, will issue be reproduced?

    I'd like to first recommend you install available updates for both Office and Windows to see if there are any improvements.

    We can also repair Office to repair corrupted registered settings/files. To do this, please go to Control Panel > Programs and Features. Right click your Office suit and then choose Change. Click Repair.

    What’s more, please follow the steps to test AutoDiscover when Outlook disconnected and then paste the results here for further research.

    1. While Outlook is running, press and hold down the CTRL key, and then right-click the Outlook icon in the system tray or notification area on the lower-right corner of the screen.

    2. From the menu, select Test E-mail AutoConfiguration….

    3. Enter your email address and password.

    4. Clear the Use Guessmart and Secure Guessmart Authentication check boxes.

    5. Ensure that the Use Autodiscover check box is selected.

    6. Click test.

    Under Log tab, see if AutoDiscover is success. If not, paste details under Results and Log tab here.

    Regards,

    Perry


    Please remember to mark the replies as answers if they helped. If you have feedback for TechNet Subscriber Support, contact tnsf@microsoft.com.

    Thursday, October 17, 2019 2:09 AM
    Moderator
  • Hi Perry. 

    Thanks for your reply. I attempted your trick but the issue still remains. I have also tried starting outlook using outlook.exe /rpcdiag but the account listing just flickers like its have a seizure and finally outlook starts in a disconnected state. 

    Friday, October 18, 2019 2:54 PM
  • Does this issue happen randomly to all users in your organization?

    When issue occurs, can users log on the web mail normally on these computers?

    If problematic users log on their account on another PC without issues, will issue be reproduced?

    I'd like to recommend you reset Outlook settings on one problematic client to test the results:

    (Important Follow the steps in this section carefully. Serious problems might occur if you modify the registry incorrectly. Before you modify it, back up the registry for restoration in case problems occur.

    1. Press Win + R to open Run.
    2. Type regedit and press Enter.
    3. Find this path:  HKEY_CURRENT_USER\Software\Microsoft\Office\x.0\Outlook
    4. Rename it to Outlook-1
    5. Restart Outlook and re-configure user account.

    Regards,

    Perry


    Please remember to mark the replies as answers if they helped. If you have feedback for TechNet Subscriber Support, contact tnsf@microsoft.com.

    Monday, October 21, 2019 9:04 AM
    Moderator
  • Have you found a fix for this issue? Any updates, you can feel free to post back.

    If the information helps,it's recommended to mark it as answer.

    Have a nice day :)

    Regards,

    Perry


    Please remember to mark the replies as answers if they helped. If you have feedback for TechNet Subscriber Support, contact tnsf@microsoft.com.

    Thursday, October 24, 2019 1:43 AM
    Moderator
  • Still have the issue.
    Tuesday, October 29, 2019 7:26 PM
  • I have attempted what you have suggested to no avail.

    Problem does seem to happen to users who attempt to be logged in simultaneously into two computers with outlook opened on both but will happen when the user closes one instance of outlook (pc a) then tried to update folders or reopen outlook (pc b) and cannot connect. It usually takes a half hour or so for the mailbox that cant connect to finally be able to connect without any user intervention. Flushing the DNS and renewing the connection does not seem like a fix but it is hard to say what works as the problem corrects itself.

    Tuesday, October 29, 2019 7:31 PM
  • I haven't found related official articles. Normally, connections on two clients should not be interrupting with each other. Does this issue happen to all users? If we create a new user mailbox, will issue be reproduced?

    Regards,

    Perry


    Please remember to mark the replies as answers if they helped. If you have feedback for TechNet Subscriber Support, contact tnsf@microsoft.com.

    Friday, November 1, 2019 5:10 AM
    Moderator