Shared mailbox case summary:
Exchange environment:
Exchange 2010 SP2 R2 (2 cas/hub servers, 2 mailbox servers with DAG)
Clients environment:
Windows 7 x64 SP1, Outlook 2010 x86 SP1 (also tested with Outlook 2007)
User environment and a quick problem description:
This issue was never a problem with our Exchange 2007 environment, and since we depend very much on shared mailboxes in our environment we cannot complete the migration to 2010 before this issue is solved.
What we have done so far, and what appeared is:
The affected department consisting of 11 users and has been migrated fully from exchange 2007 to exchange 2010.
They have an exchange shared mailbox used for brokering. It handles approximately 10000 emails per 2 months. All email older than 2 months is archived out of exchange and removed from the mailbox.
When they use Outlook they open up one window with their personal inbox, and one window with the shared mailbox inbox. This way they can always have a screen up with the incoming emails for the department/ship brokering. All 11 of them
are working towards the shared mailbox at the same time.
After a while (random it seems) the view (* see below) of the shared mailbox inbox does not update for some of the users. Sometimes 4-6 user views stops at the same time, and sometimes only 1-2 user views stops updating. Their regular
inbox does not stop and if the users have outlook web access for the shared mailbox open the view does not stop there. The view only stops in Outlook client.
View Explanation (*):
The view our users have on the shared mailbox is the default view for inbox in compact mode. With the following details:
Header Status, Importance, Icon, Attachment, Subject, From, Size, Received, Categories, Flag Status
This is by default sorted by Received column.
The problem, more details:
After having the view up for a while (this can take hours), the view stops updating (i.e. showing the new incoming emails listed in the view). What users can do to get the view list of new email back is for instance to change sort method
or go out of the inbox and click back to the inbox. This problem seems also to be a bigger problem when several clients connect to the same shared mailbox. For instance if only two users have it up (in test environment), we cannot recreate the issue. But if
10-11 users go to the same shared mailbox, we get to recreate the problem and the view stops. Again the view never stops updating if using outlook web access (OWA) and it does not stop for all connected users, just some of them, but this is random which user
views stops and at a point all the users have been affected.
The problem for our users with a view that stops updating is that they dont always notice that the view has stopped, and then they think they got no new email to work with. They have to do an action with the outlook client to notice that
theyve got new email. This is a big issue and our users might lose important business if they dont see new incoming email they can work with in their view.
What we have tried to avoid the issue:
We have tested: (shared mailbox is always located at Exchange 2010 unless otherwise noted)
Outlook 2007 vs shared mailbox
view stops updating
Outlook 2010 vs shared mailbox
view stops updating
Outlook cached mode for both the shared mailbox and user inbox
view stops updating
Outlook online mode for both the shared mailbox and user mailbox
view stops updating
Outlook online for shared mailbox and cached for user mailbox
view stops updating
Outlook deleting outlook profile, setting up account again
view stops updating
Creating a new mailbox on 2010
view stops updating
Full mailbox access for users on shared mailbox
view stops updating
Read access for users on shared mailbox
view stops updating
Automapping for shared mailbox enabled
view stops updating
Automapping for shared mailbox disabled
view stops updating
Weve also tested our old environment again:
Outlook connected to shared mailbox on Exchange 2007 (old environment)
view always works and updates
We have an open case with Microsoft Support, but after 5 weeks they hardly understand the problem and are still unable to help us resolve the problem.
To us this looks like a problem with Exchange 2010 and not the Outlook client. Anyone else experienced a problem like this or has any suggestion on how this problem could be resolved?
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