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User unable to open a specific mailbox that they have correct permissions to access.

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  • User unable to open a specific mailbox that they have correct permissions to access.

    Enviroment:

    Outlook 2007 with Exchange 2003 on Win2k3 domain

    Description:

    I have a PA that is unable to open the MD's mailbox. Everything was OK till the 21st December. Now when going File>>Open>>Other Users Folder and selecting the MD's mailbox Outlook stops responding and then the generic "Application has encountered an error and needs to close" box pops up.
    Other users mailboxes continue to open OK.

    I could open the mailbox from my Outlook once i had been given delegate access.

    So far:

    I thought this was just a corrupt Outlook 2007 profile so i deleted and recreated the PA's. Still the same.
    Checked the delegate access on the MD's laptop and all is correct. To be sure, removed and added it back in. Still the same.

    Renamed NK2 file just in case - No effect

    Back on the PA's PC i repaired Office 2007 - Still the same
    Uninstalled Office 2007, removed Registry keys and reinstalled and applied all Office updates. Still unable to open the mailbox.

    Renamed local profile - Still the same

    Recreated local and server profile. logged in and recreated Outlook profile
    Still unable to open the mailbox.

    Next step was to use AD and give ful mailbox permissions and add the mailbox into Outlook.
    I added it Ok and PA can open all folders but the Inbox.
    Used OWA //server/exchange/user/mailbox and this works, PA can access the emails.

    I've run out of ideas, looking for a few pointers on what to try next

    Regards
    Jonathan

  • #2
    Re: User unable to open a specific mailbox that they have correct permissions to acce

    have you tried the Office Diagnostics repair tool to see if that flags anything?
    i'd use this on the PA's and the MD's machine.

    Comment


    • #3
      Re: User unable to open a specific mailbox that they have correct permissions to acce

      Ok, worth a try.

      Will post the results of the diagnostics once completed


      Jonathan

      Comment


      • #4
        Re: User unable to open a specific mailbox that they have correct permissions to acce

        Ok,

        Diagnostics complete on both machines now.

        PA PC no faults found and no remaining updates

        MD Laptop no faults found and no remaining updates.

        So the next thing i've found to try is

        How to turn on the Enable Mail Logging option for troubleshooting in Outlook 2003, Outlook 2007 and Outlook 2010

        Does anyone know if this will provide anything useful on the PA's PC. The Microsoft KB article tells you how to enable it but is a little short on details of what it captures.

        Are there any other suggestions ?

        I was thinking revert to Outlook 2003 and see what if any impact that has ?

        Regards
        Jonathan

        Comment


        • #5
          Re: User unable to open a specific mailbox that they have correct permissions to acce

          Enabled logging within Outlook on PA's PC

          Dump of log as below


          2011.01.06 14:49:53 <<<< Logging Started (level is LTF_TRACE) >>>>
          2011.01.06 14:49:53 HELPER::Initialize called
          2011.01.06 14:49:53 Initializing: Finding a Transport
          2011.01.06 14:49:53 MAPI XP Call: XPProviderInit in EMSMDB.DLL, hr = 0x00000000
          2011.01.06 14:49:53 MAPI XP Call: TransportLogon, hr = 0x8004011d
          2011.01.06 14:49:53 MAPI XP Call: Shutdown, hr = 0x00000000
          2011.01.06 14:49:53 MAPI XP Call: XPProviderInit in EMSMDB.DLL, hr = 0x00000000
          2011.01.06 14:49:53 MAPI Status: (-- -- ---/--- -- ---)
          2011.01.06 14:49:53 MAPI XP Call: TransportLogon, hr = 0x00000000
          2011.01.06 14:49:53 Initializing: Found a transport, Error code = 0x00000000
          2011.01.06 14:49:53 MAPI XP Call: AddressTypes, hr = 0x00000000, cAddrs = 3, cUids = 1
          2011.01.06 14:49:53 MAPI XP Call: RegisterOptions, hr = 0x00000000, cOptions = 2
          2011.01.06 14:49:53 MAPI Status: (IN -- ---/OUT -- ---)
          2011.01.06 14:49:53 MAPI XP Call: TransportNotify(BEGIN_IN|BEGIN_OUT), hr = 0x00000000
          2011.01.06 14:49:53 HELPER::Initialize done, Error code = 0x00000000
          2011.01.06 14:49:53 HELPER::GetCapabilities called, Error code = 0x00000000

          Outlook crashes at this point, reopens and logging starts again

          2011.01.06 14:50:26 <<<< Logging Started (level is LTF_TRACE) >>>>
          2011.01.06 14:50:26 HELPER::Initialize called
          2011.01.06 14:50:26 Initializing: Finding a Transport
          2011.01.06 14:50:26 MAPI XP Call: XPProviderInit in EMSMDB.DLL, hr = 0x00000000
          2011.01.06 14:50:26 MAPI XP Call: TransportLogon, hr = 0x8004011d
          2011.01.06 14:50:26 MAPI XP Call: Shutdown, hr = 0x00000000
          2011.01.06 14:50:26 MAPI XP Call: XPProviderInit in EMSMDB.DLL, hr = 0x00000000
          2011.01.06 14:50:26 MAPI Status: (-- -- ---/--- -- ---)
          2011.01.06 14:50:26 MAPI XP Call: TransportLogon, hr = 0x00000000
          2011.01.06 14:50:26 Initializing: Found a transport, Error code = 0x00000000
          2011.01.06 14:50:26 MAPI XP Call: AddressTypes, hr = 0x00000000, cAddrs = 3, cUids = 1
          2011.01.06 14:50:26 MAPI XP Call: RegisterOptions, hr = 0x00000000, cOptions = 2
          2011.01.06 14:50:26 MAPI Status: (IN -- ---/OUT -- ---)
          2011.01.06 14:50:26 MAPI XP Call: TransportNotify(BEGIN_IN|BEGIN_OUT), hr = 0x00000000
          2011.01.06 14:50:26 HELPER::Initialize done, Error code = 0x00000000
          2011.01.06 14:50:26 HELPER::GetCapabilities called, Error code = 0x00000000
          2011.01.06 14:50:49 [email protected]: Synch operation started (flags = 00000001)
          2011.01.06 14:50:49 [email protected]: UploadItems: 1 messages to send
          2011.01.06 14:50:49 EXECUTING Put MAPI TASK
          2011.01.06 14:50:50 Starting the Spooling Cycle
          2011.01.06 14:50:50 MAPI Status: (IN -- ---/OUT fl ---)
          2011.01.06 14:50:50 MAPI XP Call: FlushQueues, hr = 0x00000000, ulFlushFlags = 0x0000001a
          2011.01.06 14:50:50 Sending one message
          2011.01.06 14:50:50 Progress: Sending message 'No luck - still crashes on opening SJB's outlook - EOM ' (size 3.69 KBytes)
          2011.01.06 14:50:50 MAPI Status: (IN -- ---/OUT fl act)
          2011.01.06 14:50:50 MAPI Status: (IN -- ---/OUT fl ---)
          2011.01.06 14:50:50 MAPI XP Call: SubmitMessage, hr = 0x00000000
          2011.01.06 14:50:50 MAPI XP Call: EndMessage, hr = 0x00000000
          2011.01.06 14:50:50 FINISHED MAPI TASK

          Comment


          • #6
            Re: User unable to open a specific mailbox that they have correct permissions to acce

            Next update:

            I've now tried in Outlook 2003

            It still fails to open the mailbox, just opens a blank white inbox. I'm assuming this is where the error recovery in 2007 just restarts Outlook ?

            Definately open to more ideas on this one

            Regards
            Jonathan

            Comment


            • #7
              Re: User unable to open a specific mailbox that they have correct permissions to acce

              I'm suspecting a faulty item in the inbox that's somehow confusing the delegate client?


              also, are you using cached or non-cached mode?

              try removing all the items from the inbox to a subfolder of the inbox
              then see if the same issue occurs a) for the inbox and b) for the subfolder
              Please do show your appreciation to those who assist you by leaving Rep Point https://www.petri.com/forums/core/im.../icon_beer.gif

              Comment


              • #8
                Re: User unable to open a specific mailbox that they have correct permissions to acce

                Hi Techcamel,

                MD is on a laptop and using cached mode.

                PA is using desktop and none cached mode.

                Delegate access works for me, i'll give it a go as i'm out of ideas and report back.

                Regards
                Jonathan

                Comment


                • #9
                  Re: User unable to open a specific mailbox that they have correct permissions to acce

                  Doesn't look like the MD will be in today so i'll have to post more info on Monday.

                  Jonathan

                  Comment


                  • #10
                    Re: User unable to open a specific mailbox that they have correct permissions to acce

                    also, how big is the MD's mailbox ?
                    not just in size, but in terms of actual number of item,s in the inbox (excluding subfolders)
                    Please do show your appreciation to those who assist you by leaving Rep Point https://www.petri.com/forums/core/im.../icon_beer.gif

                    Comment


                    • #11
                      Re: User unable to open a specific mailbox that they have correct permissions to acce

                      I got overuled on this one.

                      MD has approc 22,500 items in his mailbox.

                      As it was a few days where the PA could not access the mailbox the MD said to give her a new account.

                      Exported everything from Outlook to a PST. Deleted mailbox from exchange server.

                      Created new domain account with a new mailbox on the exchange server using the existing email address.

                      Logged in using new domain account. Imported everything from PST to Outlook.

                      Added delegate permissions from MD's laptop.
                      Al working correctly, can now open the MD's mailbox just as before.

                      Just one school boy error. All the reoccuring calendar appointments are now ownerless and can't be updated by the PA.

                      Any suggestions that don't involve using exmerge to remove the appointments from everyones mailbox ?? PA isnt happy at the thought of having to recreate all those appointments.

                      Thanks for all the help so far

                      Joanthan

                      Comment

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