Outlook stops receiving e-mail

[SidebandSamurai]

Hello Everyone,

I have a problem where the Outlook Client will stop receiving Email randomly with no indication of error that there is a problem. How I know this my client tells me she is receiving messages on her blackberry, but the message never shows up in the Inbox in outlook. Only when she presses send & receive or if that does not work, shuts down outlook (and restarts) or if she reboots her whole system do the messages begin appearing in her outlook inbox.

She has SmartCache enabled. I pulled the log and only a few errors, (the log looks clean to me)

Here are the errors that come up.

Code: Select all

10:50:58 AM  Searching for changes in the cache
10:50:58 AM    Total transfer size is 3,532 bytes
10:50:58 AM    Sending change definitions (size is 3,532 bytes)
10:50:58 AM       19 %
10:50:58 AM      100 %
10:50:58 AM    Applying changes to Scalix server folders
10:50:59 AM  Searching for conflict candidates
10:51:01 AM    Total transfer size is 296 bytes
10:51:01 AM  Searching for changes in the cache
10:51:03 AM    Total transfer size is 27,263 bytes
10:51:03 AM    Sending change definitions (size is 11,686 bytes)
10:51:03 AM       21 %
10:51:03 AM      100 %
10:51:03 AM    Sending data (size is 15,577 bytes)
10:51:03 AM       56 %
10:51:03 AM      100 %
10:51:03 AM    Applying changes to Scalix server folders
10:51:04 AM  Error returned by Scalix Server: PUTSYNC (SYNCMOD) for item 0025ff55f5a1bad6 returned error 2501 (Cannot modify a component of a Master Copy (shared) item)
10:51:08 AM  Summary Report:
10:51:08 AM     The synchronization took 21.575 seconds
10:51:08 AM     No changes were applied to the cache
10:51:08 AM     10 changes were applied to the Scalix server, consisting
10:51:08 AM  of:
10:51:08 AM       1    addition(s)
10:51:08 AM       9    modification(s)
10:51:08 AM       0    move(s)
10:51:08 AM       0    deletion(s)
10:51:08 AM     Messages submitted: 0
10:51:08 AM     Conflicts: 0
10:51:08 AM     Warnings: 0
10:51:08 AM  Synchronization completed successfully

Here is another occurance:

Code: Select all

10:56:10 AM  =======================================================
10:56:10 AM  Starting Synchronization: Committing SmartCache  changes
10:56:10 AM  to Scalix server
10:56:10 AM  =======================================================
10:56:10 AM  Initializing
10:56:10 AM  Synchronizing the following folder(s):
10:56:10 AM     Inbox               
10:56:10 AM  Searching for conflict candidates
10:56:11 AM    Total transfer size is 103 bytes
10:56:11 AM  Searching for changes in the cache
10:56:11 AM    Total transfer size is 16,798 bytes
10:56:11 AM    Sending change definitions (size is 1,986 bytes)
10:56:11 AM       58 %
10:56:11 AM      100 %
10:56:11 AM    Sending data (size is 14,812 bytes)
10:56:11 AM       57 %
10:56:11 AM      100 %
10:56:11 AM    Applying changes to Scalix server folders
10:56:12 AM  Error returned by Scalix Server: PUTSYNC (SYNCMOD) for item 0025ff55f5a1bad6 returned error 2501 (Cannot modify a component of a Master Copy (shared) item)
10:56:12 AM  Summary Report:
10:56:12 AM     The synchronization took 1.202 seconds
10:56:12 AM     No changes were applied to the cache
10:56:12 AM     1 changes were applied to the Scalix server, consisting
10:56:12 AM  of:
10:56:12 AM       0    addition(s)
10:56:12 AM       1    modification(s)
10:56:12 AM       0    move(s)
10:56:12 AM       0    deletion(s)
10:56:12 AM     Messages submitted: 0
10:56:12 AM     Conflicts: 0
10:56:12 AM     Warnings: 0
10:56:12 AM  Synchronization completed successfully

And another ...

Code: Select all

11:13:17 AM  =======================================================
11:13:17 AM  Starting Synchronization: Committing SmartCache  changes
11:13:17 AM  to Scalix server
11:13:17 AM  =======================================================
11:13:17 AM  Initializing
11:13:17 AM  Synchronizing the following folder(s):
11:13:17 AM     Inbox               
11:13:17 AM  Searching for conflict candidates
11:13:17 AM    Total transfer size is 103 bytes
11:13:17 AM  Searching for changes in the cache
11:13:17 AM    Total transfer size is 16,864 bytes
11:13:17 AM    Sending change definitions (size is 2,052 bytes)
11:13:17 AM       57 %
11:13:17 AM      100 %
11:13:17 AM    Sending data (size is 14,812 bytes)
11:13:17 AM       57 %
11:13:17 AM      100 %
11:13:17 AM    Applying changes to Scalix server folders
11:13:17 AM  Error returned by Scalix Server: PUTSYNC (SYNCMOD) for item 0025ff55f5a1bad6 returned error 2501 (Cannot modify a component of a Master Copy (shared) item)
11:13:17 AM  Summary Report:
11:13:17 AM     The synchronization took 0.328 seconds
11:13:17 AM     No changes were applied to the cache
11:13:17 AM     1 changes were applied to the Scalix server, consisting
11:13:17 AM  of:
11:13:17 AM       0    addition(s)
11:13:17 AM       1    modification(s)
11:13:17 AM       0    move(s)
11:13:17 AM       0    deletion(s)
11:13:17 AM     Messages submitted: 0
11:13:17 AM     Conflicts: 0
11:13:17 AM     Warnings: 0
11:13:17 AM  Synchronization completed successfully
11:13:48 AM   
11:13:48 AM  =======================================================
11:13:48 AM   SmartCache is not synchronized  (a change occurred
11:13:48 AM  on the server)
11:13:48 AM  =======================================================
11:13:48 AM   
11:13:48 AM  =======================================================
11:13:48 AM   SmartCache is not synchronized  (a change occurred
11:13:48 AM  on the server)
11:13:48 AM  =======================================================
11:13:58 AM   
11:13:58 AM  =======================================================
11:13:58 AM   SmartCache is not synchronized  (a change occurred
11:13:58 AM  in the cache)
11:13:58 AM  =======================================================
11:13:58 AM   
11:13:58 AM  =======================================================
11:13:58 AM   SmartCache is not synchronized  (a change occurred
11:13:58 AM  in the cache)
11:13:58 AM  =======================================================
11:13:59 AM   
11:13:59 AM  =======================================================
11:13:59 AM  Starting Synchronization: Retrieving changes from Scalix
11:13:59 AM    server to SmartCache (Phase 1)
11:13:59 AM  =======================================================

another Example

Code: Select all

11:14:39 AM  =======================================================
11:14:39 AM  Starting Synchronization: Committing SmartCache  changes
11:14:39 AM  to Scalix server
11:14:39 AM  =======================================================
11:14:39 AM  Initializing
11:14:39 AM  Synchronizing the following folder(s):
11:14:39 AM     Sent Items           
11:14:39 AM     Inbox               
11:14:39 AM  Searching for conflict candidates
11:14:39 AM    Total transfer size is 394 bytes
11:14:39 AM  Searching for changes in the cache
11:14:40 AM    Total transfer size is 194,281 bytes
11:14:40 AM    Sending change definitions (size is 39,468 bytes)
11:14:40 AM       12 %
11:14:40 AM      100 %
11:14:40 AM    Sending data (size is 154,813 bytes)
11:14:40 AM       18 %
11:14:40 AM       24 %
11:14:40 AM      100 %
11:14:40 AM    Applying changes to Scalix server folders
11:14:45 AM  Error returned by Scalix Server: PUTSYNC (SYNCMOD) for item 0025ff55f5a1bad6 returned error 2501 (Cannot modify a component of a Master Copy (shared) item)
11:14:45 AM  Summary Report:
11:14:45 AM     The synchronization took 5.210 seconds
11:14:45 AM     No changes were applied to the cache
11:14:45 AM     40 changes were applied to the Scalix server, consisting
11:14:45 AM  of:
11:14:45 AM       0    addition(s)
11:14:45 AM       20   modification(s)
11:14:45 AM       20   move(s)
11:14:45 AM       0    deletion(s)
11:14:45 AM     Messages submitted: 0
11:14:45 AM     Conflicts: 0
11:14:45 AM     Warnings: 0
11:14:45 AM  Synchronization completed successfully
11:15:00 AM   
11:15:00 AM   
11:15:00 AM  =======================================================
11:15:00 AM  Sync error cleared because user examined log
11:15:00 AM  =======================================================

One more example:

Code: Select all

11:15:57 AM  =======================================================
11:15:57 AM   SmartCache is not synchronized  (a change occurred
11:15:57 AM  in the cache)
11:15:57 AM  =======================================================
11:15:57 AM   
11:15:57 AM  =======================================================
11:15:57 AM   SmartCache is not synchronized  (a change occurred
11:15:57 AM  in the cache)
11:15:57 AM  =======================================================
11:16:07 AM   
11:16:07 AM  =======================================================
11:16:07 AM  Starting Synchronization: Committing SmartCache  changes
11:16:07 AM  to Scalix server
11:16:07 AM  =======================================================
11:16:07 AM  Initializing
11:16:07 AM  Synchronizing the following folder(s):
11:16:07 AM     Sent Items           
11:16:07 AM     Inbox               
11:16:07 AM  Searching for conflict candidates
11:16:07 AM    Total transfer size is 198 bytes
11:16:07 AM  Searching for changes in the cache
11:16:07 AM    Total transfer size is 85,903 bytes
11:16:07 AM    Sending change definitions (size is 9,594 bytes)
11:16:07 AM       24 %
11:16:07 AM      100 %
11:16:07 AM    Sending data (size is 76,309 bytes)
11:16:07 AM       19 %
11:16:07 AM      100 %
11:16:07 AM    Applying changes to Scalix server folders
11:16:08 AM  Error returned by Scalix Server: PUTSYNC (SYNCMOD) for item 0025ff55f5a1bad6 returned error 2501 (Cannot modify a component of a Master Copy (shared) item)
11:16:08 AM  Summary Report:
11:16:08 AM     The synchronization took 1.030 seconds
11:16:08 AM     No changes were applied to the cache
11:16:08 AM     5 changes were applied to the Scalix server, consisting
11:16:08 AM  of:
11:16:08 AM       0    addition(s)
11:16:08 AM       4    modification(s)
11:16:08 AM       1    move(s)
11:16:08 AM       0    deletion(s)
11:16:08 AM     Messages submitted: 0
11:16:08 AM     Conflicts: 0
11:16:08 AM     Warnings: 0
11:16:08 AM  Synchronization completed successfully
11:17:24 AM   

This is repeated through out the log. I don't know if this is stopping outlook from receiving Email or not.
This system stats:

This system is a Windows 7 Ultimate with UAC turned off
Scalix Server and Client on 11.4.6
Server is CentOS 4.8
Office 2007 with Service pack 2 and all updates.

More than one user is having this problem. Some of them are on Office XP and don't have very large email accounts. If you want to know the sizes just let me know and I will get them (please give me the command and syntax thanks). If they log into the web interface, they will see the new messages as well as see them on their blackberry, so messages are flowing normally.

Thanks for all your help.

Sincerely,

Sideband Samurai

[SidebandSamurai]

This problem has been posted before but no response has been given:
Here is the title of the post and the date:

Code: Select all

*** Unable to receive new email in Outlook 2007 ****

New postby damsupport » Mon Apr 19, 2010 1:29 am

[SidebandSamurai]

Hello Everyone,

As an update to this issue, it seems that Outlook stops receiving email into its inbox when smart cache is enabled AND the Stamp in the lower right hand corner (in the system tray) is GREEN with an "X" through it indicating that there was some type of error.

Clients have also told me that E-mails will come in batches. For example, A client told me that every 10 minutes or so she will receive a batch of messages that have been received in the last 10 minutes. She has also told me that If she looks at the error log, then immediately after opening the log, any messages waiting to be received by the Outlook inbox will then show up.

The Client and myself are on the same system using the same operating system (Windows 7) along with Office 2007. I personally am not having the problem, but the client is. Other clients working in the same company that are having the problem run Windows XP service pack 3 with Office XP or Office 2007.

Sincerely,

Sideband Samurai

[jangi]

I have experienced this issue and have no idea what causes it, however I think you may be reading too much into the blinking green 'X'. I'm not sure exactly what that means, but mine is ALWAYS a blinking green 'X' (unless it's red and syncing). The only time I ever get a green check mark is if I double-click on the X to clear the 'error'. It's been this way forever, for several Scalix versions now, and it happens on multiple machines.

[SidebandSamurai]

@jangi, So I just want to make sure I am clear about your response.

1. You have the Green X problem but have you have no delayed mail delivery problems. In Other words, mail is delivered to your outlook inbox normally, even though the Green X still appears.

2. You have the Green X problem but have noticed that as soon as you double click on the "X" that mail is delivered to inbox. Or, if you leave the green "X" that you notice that mail is delivered in batches, generally every 10 minutes. So as an example. You are working you notice that you have not received email, then all of a sudden you receive several messages in a group, could be two, five, seven, or 10 messages, all time stamped in the past as if they have been received by your inbox, but Outlook did not display them.

My client had noticed this behavior in #2, and also was able to confirm that when clicking on the green "X" that the messages would then appear in the inbox. This does not happen all the time. for example. I can be on the network and have a green X and not have problems receiving mail, but several users on this network have complained about how Outlook is not showing E-mails even though their Blackberry showed they had new messages.

Just to review my symptoms: Most of my users on this network are on Office 2007 and Windows XP. Two users are on Office 2007 and Windows 7, One user is mostly on VPN / Office XP and Windows XP. This problem seems to be occurring only with Smart Cache enabled. I work off the same network, using Office 2007 and Windows 7 and have not experienced this issue but the other person who has Office 2007 and Windows 7 has.

Other people besides me have reported this issue with no answers (see my previous posts on this issue)

I will be happy to provide any additional information as required.

Sincerely,

Sideband Samurai

[jangi]

My Scalix icon is a blinking green 'X' all the time - and I receive email just fine (without having to click on it). If it's annoying me I can click on it and it will change to a solid green check, but that does not cause any mail to be delivered. It's worked like this on my machine, and others, for as long as I can remember. No idea why. I'm running Outlook 2007 on Vista.

I've had a similar mail deliver problem once (where messages wouldn't show up in my Inbox, but restarting Outlook would cause them to all pop in at once), but that was fixed by rebuilding my profile/smartcache.

[billb3]

My Scalix icon is a blinking green 'X' all the time - and I receive email just fine (without having to click on it). If it's annoying me I can click on it and it will change to a solid green check, but that does not cause any mail to be delivered. It's worked like this on my machine, and others, for as long as I can remember. No idea why. I'm running Outlook 2007 on Vista.

In my experiences...recreating the smartcache will fix the blinking green X issue. Have you done that with this profile?

[SidebandSamurai]

@billb3

Well everyone in the company is having this problem. So your suggestion would be a monumental amount of work as well as a big strain on network traffic. But to answer your question, Yes I have rebuilt my own personal profile and the problem comes back.

This is the error and its same type of error on all systems.

Code: Select all

1:45:49 PM  Error returned by Scalix Server: PUTSYNC (SYNCMOD) for item 000a24f7b71df9e7 returned error 2501 (Cannot modify a component of a Master Copy (shared) item)


As I feared this problem is inconsistent and can not easily be reproduced. Since Scaix themselves have not answered my question, I think I am forced to call them.

Sincerely,

Sideband Samurai

[SidebandSamurai]

Hi Everyone,

This is absolutely ridiculous. I call Scalx for support, and I get a message "I am sorry we are unable to take your call right now, Please leave a message and someone will promptly return your call." then it reports "Sorry but this mail box is full" WTF! I need help with this issue and no one is available to take my call?!!!

<shaking my head> this is not good.

Sincerely,

Sideband Samurai

[jangi]

@billb3,

Rebuilding my smartcache does temporarily fix the problem, but it always comes back. As I said though, it appears to be mostly cosmetic as I do not have email delivery issues. I kind of wish I could just shut it off. I just had a thought... does anyone have issues with their virusscan software detecting a virus in the smartcache? Maybe it touches the mdb file. I'm not basing this on anything other than having had issues like this with other software.

James

[SidebandSamurai]

Hi Everyone,

Its now May 5th and No one from Scalix has acknowledged my problem. I posted the first message regarding this problem on April 22nd. I figured that Scalix would respond by now. I have had some suggestions but they don't work. Any others? My customer is asking me questions about this problem, and I don't have any answers.

Sincerely,

Sideband Samurai

[glen]

Could this be related to: http://www.scalix.com/forums/viewtopic.php?f=3&t=12451

[billb3]

Its now May 5th and No one from Scalix has acknowledged my problem.

If you want a response from Scalix, you should open a support ticket...

https://cls.scalix.com/support.php

[les]

There is a chance this problem is related to Outlook plugins,either antivrus or other. Plenty of them cause grief with scalix connector, usually they crash the connector, in some cases you cant send. i know Avast, AVG and Nod32 at least have trouble with Scalix and should have their email integration options turned off.
Other com addins/exchange client extensions like itunes, office live, pfdmoutlook break scalix aswell.

What plugins are enabled in the trust center?