Outlook freezing

[ruth_schell]

I've been investigating this issue for about a week now and haven't found ANY clue. Since this issue is driving me and all my Outlook-Users nuts i kindly ask your help, pointers, etc.

Since we upgraded to 14.4.4 we suffer from random Outlook freezes. Freeze means here that OL stops responding when changing from (e.g.) Inbox to a Public-Folder for several (!) minutes [taskmanager list OL as not responding]. After a while Outlook usually recovers. This is not reproduceable, but occurs several times a day on different Outlook-Versions using different versions of scalix-connector (11.4.1 to 11.4.4) on XP.

As far as i can see nothing of this is shown in the sx-logfiles, nor does Windows Event Viewer list anything.

Edith wants to add that were NOT using Smart Cache.

Would be REALLY grateful for hints what to check or where to go from here.

[florian]

any outlook plugins in use??

PDA sync, Anti Virus, anti-spam, other windows security stuff, itunes, CRM, CTI - note that a lot of software you intsall on your PC silently adds outlook plugins.

Florian

[ruth_schell]

No plugins in use (or already disabled).

I also suspect something else than Scalix/Connector being the culprit.
Since the connection works fine most of the time it doesn't seem to be a general problem.

To me it seems as if there is some kind of timeout/connection loss taking place:
The connector works fine for a while, than looses connection. By changing folders outlook tries to compare the local state of the folder with server, tries to connect, finds out 'UUhhh connction gone', reconnects.
Since i don't really know how the communication between Outlook<-->SX-Connector<-->SX-Server works any insights on this might help me.

Also i wonder what might cause

Code: Select all

UAL command returned error UAL_ERR_NO_LIST_ITEMS"
"877574 11:30:05.413","     Setting Address: [SNIPPED]"
"877575 11:30:05.413","     Base msg class set to: IPM.Microsoft.FolderDesign.NamedView"
"877576 11:30:05.413","     Returning IPM.Microsoft.FolderDesign.NamedView"
"877577 11:30:05.413","     Subject: Nachrichten"

in 'scalixmail.csv'. These always seem to show after a freeze.

[florian]

Thanks - I've pinged development to give me some comment on the error.

Have you actually raised a Scalix support case for this if you're a commercial customer? If so, please shoot me the ticket number by PM or Email.

What's the network situation between the client and the Scalix Server? LAN? WAN? Scalix Connect uses a single TCP connection via port 5729 (scalixual) or 5767 (scalixual-ssl) to talk to the server, however this connection can be long-lived and have little to no traffic (TCP keepalives are used, but the timeout is set to rather long), so the additional question would be whether there is any firewall or NAT gateway in between that may interfere with this connection, resulting in some improper termination and reconnect.

Florian.

[ruth_schell]

Florian, I'd like to thank you again.
It's really astonishing how engaged you are in this forum!

Yes were are SBE customer, but we haven't raised a ticket yet. Always trying to save Support points....

Our SX-Server is located in a DMZ.
The clients are in a NATed LAN, Port 5729 is open from LAN ---> DMZ, all other Ports are blocked.

I'll PN the complete 'scalixmail.csv'.

[florian]

You may want to consider checking your firewalls NAT port mapping timeouts; this smells pretty much like the problem.

Seems that our default timer expires after 10 minutes.

https://bugzilla.scalix.com/show_bug.cgi?id=14607

Thanks,
Florian

[surrogat2000]

We've had this problem some month ago. The solution was to deactivate the Nvidia-Display-Driver service. I don't know why, but it seams to be that this service blocks some i/o necessary for scalix connect.

Hope this helps