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Outlook 2016 - Outlook re-downloads e-mail after every restart RRS feed

  • Question

  • Hi there,

    We have a couple of hundred Office 365 ProPlus installs in our environment (Office 365 E3 license).

    Since the latest update of Office, our users started to report problems with their Outlook.
    Version: 16.0.6741.2071
    Update Channel: Deferred

    Every time you open Outlook, you see the mails for 10-20 sec, then they all dissapear and they're re-downloaded again.
    So this is every time Outlook restarts.
    You can imagen the frustration for users that are on a remote site with a very slow Internet connection.

    What has been tried:
    New Outlook profile
    Office Repair/Reinstall
    Online Repair
    Downgrade Office to August uodate (Build 6741.2063) -> Did not solve the problem

    I have temporarily disabled Automatic Updates via GPO so that the ones that did not yet update receive the same version.

    Anybody experiencing this issue?
    Any suggestions?

    Thank you



    • Edited by AlTu85 Monday, October 10, 2016 8:54 PM changed title
    Monday, October 10, 2016 11:24 AM

Answers

  • The easietst way to updated to the new (working) build is executing this command:

    "C:\Program Files\Common Files\Microsoft Shared\ClickToRun\OfficeC2RClient.exe" /update user updatetoversion=16.0.6965.2092 displaylevel=False

    You can execute this without local administrator rights.
    The update will be performed in the background, completely hidden.
    If you don't want it to be hidden, remove this part: displaylevel=False

    In above command I've added the updatetoversion parameter because the Deferred Channel content is still the old version. The new build is not available in all areas.
    Normaly when you don't include this parameter it will update to the latest available build.

    The Automatic Update is triggered via a Scheduled Task that executes this command:

    "C:\Program Files\Common Files\Microsoft Shared\ClickToRun\OfficeC2RClient.exe" /update SCHEDULEDTASK displaylevel=False

    Executing this should also trigger the Automatic Update I think.
    But in my case it didn't do the update.
    Perhaps because the new build was not yet available fot me?

    • Marked as answer by AlTu85 Friday, October 14, 2016 10:01 AM
    Friday, October 14, 2016 10:01 AM

All replies

  • Hi,

    >>our users started to report problems with their Outlook

    I haven't received any other reports on this. Does this happen to all users that upgraded to 16.0.6741.2071, or just some?

    >>Since the latest update of Office

    In addition to the update of Office, have you made any other changes in your environment during that time period?

    All users are in Exchange cached mode, right? Try to browse to the following path via File Explorer and see if there are multiple OST files exist. I'm trying to identify whether a new OST will be created at each startup:

    drive:\Users\<username>\AppData\Local\Microsoft\Outlook

    Check whether there is any security software that integrated with Outlook. Some security software will scan emails, which will sometimes corrupt the existing ost file, and result in a re-download of emails from the server.

    Regards,

    Ethan Hua


    Please remember to mark the replies answers if they help, and unmark the answers if they provide no help.
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    Tuesday, October 11, 2016 6:52 AM
    Moderator
  • Hi,

    I mentioned that version of Office because all users who reported this issue had the same Office version installed;
    Also, nothing else changed in our environment in the last couple of months.
    That's why my first thought was the Office version.

    Yes, all users are in cached Exchange mode.

    I have already checked the OST file.
    It is not re-created again. I was refreshing the view to see whether the size changes.
    A couple of KB change but it is not re-created again.

    Basic troubleshooting have already been done, like:
    - Deleting OST file so it is re-created again.
    - New Outlook Profile.
    - Start Outlook in Safe Mode: outlook /safe
    - Other switches tried as well: /cleanviews ; /resetnavpane
    - Disabled all Add-ins
    - Quick/Online Repair of Office

    No Security software intergrates in Outlook but I did turn off our Antivirus to test also without AV (we use Symantec Endpoint Protection).

    --

    Now, to answer your question:
    "Does this happen to all users that upgraded to 16.0.6741.2071, or just some?"

    Until now 30+ users reported this problem so there is clearly something wrong.
    According to my reports, 320 devices have already updated to build 16.0.6741.2071

    I have tried to replicate this issue on my test devices: Laptop with Win 8.1, Laptop with Win 10 1511, MS Surface Win 10 1607

    I've installed Office in different ways: x64 on one and 32 bit on another via the O365 Portal and on another via ODT 2016
    All the same build.

    I was not able to replicate the issue on all these devices until now.
    On one device I finally have the same issue:
    - Created a default profile with my own account -> No issue
    - Created a 2nd profile with another account -> Issue appears on in this 2nd profile
    - Every time I start Outlook with this profile I have the issue

    I then made the exact same setup with the same mailboxes on another device and there I don't have the problem.

    On a computer of my colleague who has the same issue I have run the Easy Fix Tool from here:

    https://support.office.com/en-us/article/Uninstall-Office-2016-Office-2013-or-Office-365-from-a-PC-9dd49b83-264a-477a-8fcc-2fdf5dbf61d8?ui=en-US&rs=en-US&ad=US

    (This is basically Offscrubc2r.vbs)
    After the cleanup, rebooted PC, reinstalled Office and issue was gone.

    Now I don't really want to uninstall Office on 30+ devices.


    • Edited by AlTu85 Tuesday, October 11, 2016 9:33 AM Edited text
    Tuesday, October 11, 2016 9:31 AM
  • FYI...
    Some might think that the view is just refreshing but it's not.

    You clearly see the mails downloading again:

    -> Screenshot from 5 min ago

    Also, it seems like only the inbox is downloading because I was switching to the Sent Items and other forlders but nothing is happening there.
    This I will monitor just to make sure.

    Tuesday, October 11, 2016 11:05 AM
  • Hello,

    I opened a ticket at Microsoft, which currently advises me to change the office branch (see https://support.microsoft.com/en-us/kb/3185078)
    I do not have the problem since (one computer), but I would like to know the root cause of the problem ...
    (2500 computers on same site, lot of bandwith...)
    I'll let you know as soon as I know more.

    Wednesday, October 12, 2016 7:13 AM
  • Hi Paul,

    I have just executed that script which updated Office to the "First Release for Deferred Channel" (not Current Channel).

    And indeed, no problem here in build 16.0.7369.2038

    I also have opened a Support Ticket and awaiting feedback.

    For me it's really no solution to update all Office version on all clients.
    That's an impossible task in our environment. (We have users on ships/vessels who are almost unreachable with very slow Internet connection).

    hope the release a simple fix soon!

    Wednesday, October 12, 2016 11:30 AM
  • This is a known issue that MS is currently looking into. Can you post the support ticket number?

    -Doak

    MSFT

    Wednesday, October 12, 2016 12:31 PM
  • This is a known issue that MS is currently looking into. Can you post the support ticket number?

    -Doak

    MSFT

    If it is a known issue they shoul update the Service Health page in Office 365.
    My case number is: 616101094894193


    Wednesday, October 12, 2016 12:59 PM
  • Can you make sure you have updated Office Deferred Channel to the latest build (6965.2092) and test?

    https://technet.microsoft.com/en-us/office/mt465751.aspx?f=255&MSPPError=-2147217396

    -Doak

    Wednesday, October 12, 2016 2:05 PM
  • Hello,

    Case REG:116101014778127.

    Case about to be closed.
    The problem concerns only Outlook <16.0.6741.2071.
    An Exhange (Office365 side) bug is corrected from the version of 16.0.6741.2092 (released yesterday)

    Paul.

    Wednesday, October 12, 2016 3:22 PM
  • Installing it directly via the Office 365 Portal still installs build 16.0.6741.2071

    I'll try with the Office Deployment Tool.

    Wednesday, October 12, 2016 5:32 PM
  • I can confirm that build 6965.2092 solves the problem.

    I had to install it via the Office Deployment Tool 2016.
    When I install it via the portal I still get the old version!
    Anybody knows why? And how to avoid that?

    Thursday, October 13, 2016 11:15 AM
  • The easietst way to updated to the new (working) build is executing this command:

    "C:\Program Files\Common Files\Microsoft Shared\ClickToRun\OfficeC2RClient.exe" /update user updatetoversion=16.0.6965.2092 displaylevel=False

    You can execute this without local administrator rights.
    The update will be performed in the background, completely hidden.
    If you don't want it to be hidden, remove this part: displaylevel=False

    In above command I've added the updatetoversion parameter because the Deferred Channel content is still the old version. The new build is not available in all areas.
    Normaly when you don't include this parameter it will update to the latest available build.

    The Automatic Update is triggered via a Scheduled Task that executes this command:

    "C:\Program Files\Common Files\Microsoft Shared\ClickToRun\OfficeC2RClient.exe" /update SCHEDULEDTASK displaylevel=False

    Executing this should also trigger the Automatic Update I think.
    But in my case it didn't do the update.
    Perhaps because the new build was not yet available fot me?

    • Marked as answer by AlTu85 Friday, October 14, 2016 10:01 AM
    Friday, October 14, 2016 10:01 AM