Basic Outlook troubleshooting

How to narrow down Outlook problems

• First question:Is it reproducible?If Yes-> Provide the steps to reproduce

the problem• Second question:How many users are affected?

How to narrow down Outlook problems

• Problems can be related to– Add-ins, COM Add-ins, other 3rd party

components– Outlook profile– Windows Profile– Exchange mailbox– NT Account– PC

How to narrow down Outlook problms

How to disable Add-ins and COM Add-ins

• Disable Add-ins– For Outlook 2003: Tools / Options / Other / Advanced

Opions / Add-In Manager – For Outlook 2007: Tools / Trust Center / Add-ins / Manage

Exchange Client Extensions – /safe command-line switch– HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Exchange\

Client\Extensions• Disable COM Add-ins

– HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\Outlook\Addins

– HKEY_CURRENT_USER\Software\Microsoft\Office\Outlook\Addins

– (Tools / Options / Other / Advanced Opions / COM Add-ins)

How to identify 3rd party components loaded by Outlook

• Download Process Explorer from http://technet.microsoft.com/hu-hu/sysinternals/default(en-us).aspx

• Start procexp.exe • Look for the outlook.exe process in

the process list and click on it• From the menu choose View/Select

Columns... and activate the Path checkbox on the DLL tab

• Press CTRL+D to see which DLLs are loaded by the outlook.exe process

Where are all the Outlook settings stored

• Mailbox (messages, hidden messages, properties)• Files

– C:\Documents and Settings\<username>\Application Data\Microsoft\Outlook

– C:\Documents and Settings\<username>\Local Settings\Application Data\Microsoft\Outlook

• Registry– HKEY_CURRENT_USER\Software\Microsoft\Office– HKEY_LOCAL_MACHINE\Software\Microsoft\Office– HKEY_CURRENT_USER\Software\Policies

• MAPI profile– HKEY_CURRENT_USER\Software\Microsoft\Windows

NT\CurrentVersion\Windows Messaging Subsystem\Profiles\<profilename>

Settings stored in the Mailbox

• Standard folders if mailbox is accessed with Outlook XP or 2003– Common Views– Deferred Actions– Finder– Freebusy Data– Reminders– Schedule– Shortcuts– Spooler Queue– Top Of Information Store (IPM_SUBTREE)– Views

Settings stored in the Mailbox

• Common Views– Custom Views– Search folder definitions

• Deferred Actions– Certain rules require a specific client to establish a

client session before the rule can take action. When a rule’s condition is met, but the user does not log on with a client capable of executing that rule, the action specified in the rule is deferred until the user accesses the mailbox again. The Deferred Action folder stores the action in a deferred action message. When the user logs on with a client capable of processing the rules, all of the deferred actions that the client is capable of processing are carried out. After the client processes a deferred action, the deferred action message is deleted from the Deferred Action folder.

Settings stored in the Mailbox

• Finders– search results– Search folder results

• Freebusy Data– Local free/busy data– „Delegate can see my private items” checkbox value

• Reminders– Calendar, Task, Message reminders

• Schedule– The Schedule folder stores Schedule+ appointment

information. Outlook converts information in the Schedule folder to Outlook appointment information and moves it to the Calendar folder in the Interpersonal Message (IPM) Subtree either automatically or upon user initiation.

Settings stored in the Mailbox

• Shortcuts– The Shortcuts folder contains messages that point to public

folders that the user added to his or her Favorites in Outlook. Public folders added to Favorites in Outlook are available for synchronization in Outlook for offline use.

• Spooler Queue– The MAPI spooler uses the Spooler Queue folder to facilitate

message delivery.• Top Of Information Store (IPM_SUBTREE)

– Folders that can be seen with Outlook– Custom settings like Views, Rules, Autoarchive settings,

OOF settings etc.• Views

– View specific settings. If you set a custom View for a Public Folder then it is stored in this folder

Settings stored in files

• <profilename>.XML -> Navigation Pane settings

• <profilename>.SRS -> Send/Receive Settings

• <profilename>.NK2 -> Nickname cache• <profilename>.OST -> Offline Store• *.pst -> Personal folder • Outcmd.dat -> Menu / Toolbar settings• Extend.dat -> Add-in settings• Frmcache.dat -> Forms cache

Settins Stored in the registry and MAPI pofile

Use Registry editor and Process Monitor

Useful commandline-switches

• CleanRules, CleanClientRules, CleanServerRules– Starts Outlook and deletes

clientside/serverside/all rules• CleanFreeBusy

– Clears and regenerates free/busy information. This switch can be used only when you are able to connect to your Exchange Server computer.

• CleanFinders– Removes Search Folders from the Microsoft

Exchange Server store• CleanViews

– Restores default views. All custom views that you created are lost.

Useful commandline-switches

• ResetFolderNames– Resets default folder names (such as Inbox

or Sent Items) to default names in the current Office user interface language.

• ResetFolders– Restores missing standard folders

• Safe– Starts Outlook without extensions (Add-

ins), Reading Pane, or toolbar customization. It does not switch off COM Add-ins (Outlook 2007 will do it)

Some Useful Tools• Process Monitor -

http://technet.microsoft.com/en-us/sysinternals/bb896645.aspx

• Process Explorer• MFCMAPI• Network Monitor / NM OneClick / Wireshark -

http://www.microsoft.com/downloads/details.aspx?displaylang=en&FamilyID=983b941d-06cb-4658-b7f6-3088333d062f

• http://www.microsoft.com/downloads/details.aspx?displaylang=en&FamilyID=9f37302e-d491-4c69-b7ce-410c8784fd0c (One Click)

• http://www.wireshark.org/

• ExBPA - http://www.microsoft.com/downloads/details.aspx?displaylang=en&FamilyID=dbab201f-4bee-4943-ac22-e2ddbd258df3

• MPSReports - http://www.microsoft.com/downloads/details.aspx?FamilyID=cebf3c7c-7ca5-408f-88b7-f9c79b7306c0&displaylang=en

• PFDavAdmin - http://technet.microsoft.com/en-us/library/bb508858(EXCHG.65).aspx

• ROIScan – Office Inventory Tool the newest (customer-ready) version of the tool can be found here: \\egoffweb\tools\External\ROIScan

ROIScan.zip

Outlook Logging• OLKRPC logs – records RPC traffic • Logcalb logs – calendar logging• Opmlog.log files - Protocol Handler features

(MAPI XP, SMTP, POP, IMAP); it’s under %temp%\outlook logging folder

• Olkdisc – the Autodiscover log (created by Outlook logging and stored in the Temp folder as well)

• Outlook logging folder – ost and pst logs

Outlook version

How to determine Outlook version information

http://support.microsoft.com/kb/870929/en-us

OL: How to Programmatically Determine the Version of Outlook

http://support.microsoft.com/kb/238404/en-us

Use ROIScan