Entourage 2004 - Exchange account stops receiving mail

J

Joe Chuckran

A few of our Entourage 2004 users, all configured with the Exchange
account type, are reporting that Entourage stops receiving new mail
after a period of time. These users are apparently still connected to
the Exchange Server (the Not connected message does not appear next to
the Exchange server icon in the folder list) and mail folder
synchronization appears to be occurring every 5 minutes (as seen by the
status message at the bottom of the mail window). A cross-check with
Outlook Web Access shows that these users have new messages in their
Exchange Inbox, but Entourage does not automatically download them
every minute as it should. They connect to Exchange over SSL. Of
course, relaunching Entourage will retrieve the new messages in the
Inbox, but this is not a good solution to recommend to our users. The
next time someone reports this problem, I'm going ot try to run tcpdump
on their machine to sniff traffic between the Exchange server and the
client. Other than that, I'm out of ideas. Does anyone have any
thoughts about what may be happening here? We're running Entourage 2004
with all the latest service packs. Thanks.

Joe
 
J

JD Clark

I really wish someone would answer this, I've had this same problem with
Entourage and Exchange 2003 since day one. I'm accessing the server from
offsite across the internet, but I wouldn't think that should cause this
problem.

I've found that the only way to get my mail is to close and reload
Entourage. As a work around I've resorted to running an Virtual PC session
and just keeping Outlook open and use it for my primary mail client...
 
C

Cristy Pazera

We've had this same problem in our office since we started using Entourage
2004 (version 11.1.0), and the quitting and relaunching Entourage has helped
some of the users. Our IT department has suggested deleting and recreating
the profiles on the computers with the problem. After doing this on one of
the worst (as in it hadn't gotten new mail from the Exchange server in over
a week despite quitting and relaunching Entourage repeatedly), Entourage
refused to launch. Ended up having to purge the entire Microsoft Office 2004
suite and reinstall. After reconfiguring the profile, Entourage began to
import old mail, but stalled at March 16. After being stalled there for 4
days it imported mail through March 17 and has now been stalled there for 3
days. At the suggestion of our IT department we've attempted to use Apple's
Mail program to get email for this account and that had similar problems.
The set up the problem profile in Entourage on another machine, and so far
it has had the same problems as the profile on the first machine (both eMacs
running 10.3.9). The original machine has no problems communicating with the
Exchange server with the three other profiles set up in Entourage. The
second computer only has the problem profile set up. Our IT department is
reluctant to believe the problem could lie with the Exchange server, but
right now that's where all the evidence points. Will update when we hear
back from our IT department.
Cristy


On 6/3/05 6:37 AM, in article
[email protected], "JD Clark" <JD
 
C

Cristy Pazera

Our IT department added a registry key to the Exchange server and then
restarted the exchange server. The problem account imported all old mail and
all new mail in less than 12 hours from that restart of the Exchange server.
We've agreed that the restart of the Exchange server is most likely what
resolved the issues and agree that it will be the first step taken if the
problem occurs with any email accounts in the future. Will update if
problem recurs.
 
J

JD Clark

What was the registry key?

Cristy Pazera said:
Our IT department added a registry key to the Exchange server and then
restarted the exchange server. The problem account imported all old mail and
all new mail in less than 12 hours from that restart of the Exchange server.
We've agreed that the restart of the Exchange server is most likely what
resolved the issues and agree that it will be the first step taken if the
problem occurs with any email accounts in the future. Will update if
problem recurs.
Click to expand...
 
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