VIP Client Experiencing Long Delay Loading Outlook 2003 conn

Lewis Noles · Joined: 06 Feb 2008 Posts: 3

Hi,

I am the support person for desktop computers which includes e-mail
clients. I was tasked this afternoon with going to a VIP's office first
thing tomorrow morning to resolve his Outlook 2003 problem as it
connects to an Exchange 2003 server.

We have an Exchange 2003 server with about 60 VIP users. The chief
academic officer has been experiencing a delay of at least ten minutes
from the time he opens Outlook until he can use the application read e-mail.

Our Exchange admins tell me that the Exchange server is running fine, so
it must be client problem.

I know he is up to date on his patches. I do know he has over thirty
thousand messages in is message store. A majority of them are in his inbox.

Any suggestions on what the culprit could be would be greatly
appreciated. I've perused most of the Exchange and Outlook newsgroups,
but nothing has jumped out as a possible culprit.

Thank you for your assistance,

Lewis

Archived from group: microsoft>public>exchange>connectivity

John Fullbright · Joined: 05 Aug 2007 Posts: 365

Big mailbox? Cached mode?

"Lewis Noles" wrote in message @TK2MSFTNGP03.phx.gbl...
> Hi,
>
> I am the support person for desktop computers which includes e-mail
> clients. I was tasked this afternoon with going to a VIP's office first
> thing tomorrow morning to resolve his Outlook 2003 problem as it
> connects to an Exchange 2003 server.
>
> We have an Exchange 2003 server with about 60 VIP users. The chief
> academic officer has been experiencing a delay of at least ten minutes
> from the time he opens Outlook until he can use the application read
> e-mail.
>
> Our Exchange admins tell me that the Exchange server is running fine, so
> it must be client problem.
>
> I know he is up to date on his patches. I do know he has over thirty
> thousand messages in is message store. A majority of them are in his
> inbox.
>
> Any suggestions on what the culprit could be would be greatly
> appreciated. I've perused most of the Exchange and Outlook newsgroups,
> but nothing has jumped out as a possible culprit.
>
> Thank you for your assistance,
>
> Lewis

Lewis Noles · Joined: 06 Feb 2008 Posts: 3

Manfred,

Thank you for your response. The troubleshooting steps below were sent
to the customer's internal technical support person. There has been no
reported improvement in initial load time with those steps. A colleague
and I visited the customer to observe the problem first-hand prior to
the receipt of your post. I know from first hand experience that
disabling plug-ins and antivirus did not improve the Outlook loading speed.

However, since going on-site, I have a better handle of what is exactly
happening. Essentially, the customer comes in to his office in the
morning and starts his computer. When the computer is up and running,
he opens Outlook, enters his credentials and experiences a three to five
minute delay before Outlook is ready to be used. During his wait, he
sees the following message in the bottom right-hand corner of Outlook--
Disconnected, Waiting to Update Folders, & Updating .
According to reports, if he attempts to open message before Outlook is
completely finished, the system will seem to hang and not display the
message. It has also been reported that Outlook's loading operation
consumes a large amount CPU Utilization until finish. The customer
finds this delay in usability to be unacceptable. Subsequent restarts
of the Outlook 2003 are much faster than the first start of Outlook for
the day. The customer's current slowness problem began occurring
sometime after January 1, 2008.

This VIP customer was migrated from a stand-alone Windows 2000 server
and Exchange 2000 server in May 22, 2007 to a new stand-alone Windows
2003 server and Exchange 2003 Enterprise Edition server. To the best of
my knowledge, both the Windows 2003 server and Exchange 2003 server
should be up to date on their patches. The Exchange 2003 server in
question is for VIP customers and their support staff. There are
currently no more than sixty users on that server. The customer in
question is using Outlook 2003, using Exchange Cached Mode
(Unicode-formatted) connected to a stand-alone Exchange 2003 Enterprise
Edition server.

I am including the basic specifications for the customer's machine, and
his Exchange account. His computer is a dual-core Intel P4 (Sorry, I do
not have the processor speed) and 2 GB of RAM Dell desktop computer
running Windows XP SP2 and Office 2003. Both the operating system and
the applications are fully patched. Trace routes to the Exchange server
are pretty responsive.

His Exchange 2003 account is sizable. The total size of his mail store
is as follows:

Server Message Store 1,754,533 K
Customer's OST File 2,176,104 K

It contains the following mail folders. I have included the total
number of messages and their sizes (where possible) for your information.

Folders: Number of Items: Folder Size:
2003 2,144 67,049 K
2004 7,825 236,567 K
2005 10,793 396 K
Inbox 28,532 1,192,090 K
Sent Mail 16,363
Contacts 357

When my colleague and I visited the customer to observe the problem
first-hand. The following is what we observed. The first start of
Outlook for that day took approximately three minutes to finish loading.
Subsequent Outlook starts took approximately one minute to finish
(even after a machine restart). The CPU Utilization on that first start
of Outlook jumped to 50% (the customer has reported higher). We
disabled the e-mail scanning component of the computer's antivirus
software. We also disabled plug-ins in Outlook. However, we have not
heard of any improvement in the initial Outlook loading from the customer.

Thank you for your assistance,

Lewis
Information Technology Professional
Enterprise Information Technology Services
The University of Georgia
Athens, Georgia

Manfred Zhuang [MSFT] wrote:
> Hello Lewis,
>
> Thank you for posting here.
>
> From your post, I understand that Outlook opens very slowly.
>
> I suggest you try following steps to see if it helps:
>

Manfred Zhuang [MSFT] · Joined: 05 Nov 2007 Posts: 14

Hello Lewis,

Thank you for your reply.

I understand that the issue persists when disabling all the add-ins and
disabling antivirus.

After reviewing your detailed information, I still suggest you try the
steps in my first reply.

We need isolate the problem to find the root cause.

Thank you for your understanding and cooperation.

Best regards,

Manfred Zhuang(MSFT)
Microsoft Online Newsgroup Support

Get Secure! - www.microsoft.com/security

=====================================================
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Any input or comments in this thread are highly appreciated.
=====================================================

This posting is provided "AS IS" with no warranties, and confers no rights.
--------------------
| Date: Fri, 08 Feb 2008 09:23:46 -0500
| From: Lewis Noles
| User-Agent: Mozilla/5.0 (Windows; U; Windows NT 5.1; en-US; rv:1.8.1.9)
Gecko/20071031 Thunderbird/2.0.0.9 Mnenhy/0.7.5.0
| MIME-Version: 1.0
| Subject: Re: VIP Client Experiencing Long Delay Loading Outlook 2003
connected
| to Exchange 2003
| References:

| In-Reply-To:
| Content-Type: text/plain; charset=UTF-8; format=flowed
| Content-Transfer-Encoding: 8bit
| Message-ID:
| Newsgroups: microsoft.public.exchange.connectivity
| NNTP-Posting-Host: kamron.ucns.uga.edu 128.192.6.101
| Lines: 1
| Path: TK2MSFTNGHUB02.phx.gbl!TK2MSFTNGP01.phx.gbl!TK2MSFTNGP02.phx.gbl
| Xref: TK2MSFTNGHUB02.phx.gbl microsoft.public.exchange.connectivity:3476
| X-Tomcat-NG: microsoft.public.exchange.connectivity
|
| Manfred,
|
| Thank you for your response. The troubleshooting steps below were sent
| to the customer's internal technical support person. There has been no
| reported improvement in initial load time with those steps. A colleague
| and I visited the customer to observe the problem first-hand prior to
| the receipt of your post. I know from first hand experience that
| disabling plug-ins and antivirus did not improve the Outlook loading
speed.
|
| However, since going on-site, I have a better handle of what is exactly
| happening. Essentially, the customer comes in to his office in the
| morning and starts his computer. When the computer is up and running,
| he opens Outlook, enters his credentials and experiences a three to five
| minute delay before Outlook is ready to be used. During his wait, he
| sees the following message in the bottom right-hand corner of Outlook--
| Disconnected, Waiting to Update Folders, & Updating .
| According to reports, if he attempts to open message before Outlook is
| completely finished, the system will seem to hang and not display the
| message. It has also been reported that Outlook’s loading operation
| consumes a large amount CPU Utilization until finish. The customer
| finds this delay in usability to be unacceptable. Subsequent restarts
| of the Outlook 2003 are much faster than the first start of Outlook for
| the day. The customer’s current slowness problem began occurring
| sometime after January 1, 2008.
|
| This VIP customer was migrated from a stand-alone Windows 2000 server
| and Exchange 2000 server in May 22, 2007 to a new stand-alone Windows
| 2003 server and Exchange 2003 Enterprise Edition server. To the best of
| my knowledge, both the Windows 2003 server and Exchange 2003 server
| should be up to date on their patches. The Exchange 2003 server in
| question is for VIP customers and their support staff. There are
| currently no more than sixty users on that server. The customer in
| question is using Outlook 2003, using Exchange Cached Mode
| (Unicode-formatted) connected to a stand-alone Exchange 2003 Enterprise
| Edition server.
|
| I am including the basic specifications for the customer’s machine, and
| his Exchange account. His computer is a dual-core Intel P4 (Sorry, I do
| not have the processor speed) and 2 GB of RAM Dell desktop computer
| running Windows XP SP2 and Office 2003. Both the operating system and
| the applications are fully patched. Trace routes to the Exchange server
| are pretty responsive.
|
| His Exchange 2003 account is sizable. The total size of his mail store
| is as follows:
|
| Server Message Store 1,754,533 K
| Customer’s OST File 2,176,104 K
|
| It contains the following mail folders. I have included the total
| number of messages and their sizes (where possible) for your information.
|
| Folders: Number of Items: Folder Size:
| 2003 2,144 67,049 K
| 2004 7,825 236,567 K
| 2005 10,793 396 K
| Inbox 28,532 1,192,090 K
| Sent Mail 16,363
| Contacts 357
|
| When my colleague and I visited the customer to observe the problem
| first-hand. The following is what we observed. The first start of
| Outlook for that day took approximately three minutes to finish loading.
| Subsequent Outlook starts took approximately one minute to finish
| (even after a machine restart). The CPU Utilization on that first start
| of Outlook jumped to 50% (the customer has reported higher). We
| disabled the e-mail scanning component of the computer’s antivirus
| software. We also disabled plug-ins in Outlook. However, we have not
| heard of any improvement in the initial Outlook loading from the customer.
|
| Thank you for your assistance,
|
| Lewis
| Information Technology Professional
| Enterprise Information Technology Services
| The University of Georgia
| Athens, Georgia
|
|
| Manfred Zhuang [MSFT] wrote:
| > Hello Lewis,
| >
| > Thank you for posting here.
| >
| > From your post, I understand that Outlook opens very slowly.
| >
| > I suggest you try following steps to see if it helps:
| >
|

M3 PostMasters · Joined: 28 Jan 2008 Posts: 51

Have you tried creating a new Outlook profile on his local machine and
seeing if the issue persists? ** note ** Add a new outlook profile but dont
remove his original one. You may shoot yourself in the foot if you do so.

--
Richard Rodgers
M3 PostMasters
M3PostMasters@nospam.m3tg.com
M3 Technology Group
www.m3tg.com

"Lewis Noles" wrote in message @TK2MSFTNGP02.phx.gbl...
> Manfred,
>
> Thank you for your response. The troubleshooting steps below were sent to
> the customer's internal technical support person. There has been no
> reported improvement in initial load time with those steps. A colleague
> and I visited the customer to observe the problem first-hand prior to the
> receipt of your post. I know from first hand experience that disabling
> plug-ins and antivirus did not improve the Outlook loading speed.
>
> However, since going on-site, I have a better handle of what is exactly
> happening. Essentially, the customer comes in to his office in the
> morning and starts his computer. When the computer is up and running, he
> opens Outlook, enters his credentials and experiences a three to five
> minute delay before Outlook is ready to be used. During his wait, he sees
> the following message in the bottom right-hand corner of Outlook--
> Disconnected, Waiting to Update Folders, & Updating .
> According to reports, if he attempts to open message before Outlook is
> completely finished, the system will seem to hang and not display the
> message. It has also been reported that Outlook's loading operation
> consumes a large amount CPU Utilization until finish. The customer finds
> this delay in usability to be unacceptable. Subsequent restarts of the
> Outlook 2003 are much faster than the first start of Outlook for the day.
> The customer's current slowness problem began occurring sometime after
> January 1, 2008.
>
> This VIP customer was migrated from a stand-alone Windows 2000 server and
> Exchange 2000 server in May 22, 2007 to a new stand-alone Windows 2003
> server and Exchange 2003 Enterprise Edition server. To the best of my
> knowledge, both the Windows 2003 server and Exchange 2003 server should be
> up to date on their patches. The Exchange 2003 server in question is for
> VIP customers and their support staff. There are currently no more than
> sixty users on that server. The customer in question is using Outlook
> 2003, using Exchange Cached Mode (Unicode-formatted) connected to a
> stand-alone Exchange 2003 Enterprise Edition server.
>
> I am including the basic specifications for the customer's machine, and
> his Exchange account. His computer is a dual-core Intel P4 (Sorry, I do
> not have the processor speed) and 2 GB of RAM Dell desktop computer
> running Windows XP SP2 and Office 2003. Both the operating system and the
> applications are fully patched. Trace routes to the Exchange server are
> pretty responsive.
>
> His Exchange 2003 account is sizable. The total size of his mail store is
> as follows:
>
> Server Message Store 1,754,533 K
> Customer's OST File 2,176,104 K
>
> It contains the following mail folders. I have included the total number
> of messages and their sizes (where possible) for your information.
>
> Folders: Number of Items: Folder Size:
> 2003 2,144 67,049 K
> 2004 7,825 236,567 K
> 2005 10,793 396 K
> Inbox 28,532 1,192,090 K
> Sent Mail 16,363 Contacts 357
>
> When my colleague and I visited the customer to observe the problem
> first-hand. The following is what we observed. The first start of
> Outlook for that day took approximately three minutes to finish loading.
> Subsequent Outlook starts took approximately one minute to finish (even
> after a machine restart). The CPU Utilization on that first start of
> Outlook jumped to 50% (the customer has reported higher). We disabled the
> e-mail scanning component of the computer's antivirus software. We also
> disabled plug-ins in Outlook. However, we have not heard of any
> improvement in the initial Outlook loading from the customer.
>
> Thank you for your assistance,
>
> Lewis
> Information Technology Professional
> Enterprise Information Technology Services
> The University of Georgia
> Athens, Georgia
>
>
> Manfred Zhuang [MSFT] wrote:
>> Hello Lewis,
>>
>> Thank you for posting here.
>>
>> From your post, I understand that Outlook opens very slowly.
>>
>> I suggest you try following steps to see if it helps:
>>

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