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Outlook 2010 freezes while trying to open archive items

Created: 05 May 2014 | 5 comments

Hi All,

One of my user is having issue once he open archive items in Outlook. Outlook freezes for arround 10-20minutes and sometimes need to close then re-open outlook. User is having an issue when his mailbox is in Exchange 2003 and EV 8. He still encounters the issue after his mailbox was migrated to Exchange 2010 SP3 RU4 and EV 10.0.4

We've tried to set his account on other computer but same issue was encountered. By the way, the issue is not happening all the time. It is just intermittent.

Hope someone could help us on this.

Operating Systems:

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Advisor's picture

You will need to isolate the issue, for example as of now we know that its related to only one user and not client machine specific. So what GPO's are assigned to this user? Are they different than other users? Do you use proxy server, is it applied to this user? Are there any third party outlook addins installed on the clients where you tested this users profile? Try uninstalling other third party outlook add-ins if there are any and test the retrieval.

Does affected user uses Vault Cache? Did you try disabling VC for test purpose if its enabled? These kind of tests can help you isolate this issue.

Additionally, as Outlook freezes while retrieval, what you see in Task Manager, is it eating memory or CPU?

Advisor's picture

Whats the version of Outlook, Client OS and EV add-ins?

Rob.Wilcox's picture

Ideally you'd need to capture lots of anecdotal information as has been suggested here, along with a review of the event logs on the client, and even to the point of capturing user dumps of Outlook...

Also:

- Does this happen with and without Vault Cache enabled?

- Does the user have a particularly large or complex folder structure? Many, many items in particular folders?

- Is Outlook in cached, or online mode? Are they in the office, or remote?

RyanKim's picture

Hi All,

Thanks for your feedback. Please see details below. Outlook is running in cached mode.

Enterprise Vault Client 10.0.4.1354 (Full functionality enabled)
Microsoft Windows 7 Enterprise Edition Service Pack 1 (build 7601), 32-bit
Intel(R) Core(TM) i5-2430M CPU @ 2.40GHz x86 Family 6 Model 42 Stepping 7;
Microsoft Outlook 2010, 32-bit (14.0.0.7113)
[RPC over HTTP enabled (flags = 39)]
Microsoft Internet Explorer 8.0.7601.17514

 

Below is the one that I found on the log when the issue occurs.

07/05/2014 00:47:38.413[4756][H]: HDR:SYNC:ARC: Performing Cleanup on archive: 1232F19BBF00E234C9B6A14659F4331501110000evserver1
07/05/2014 00:47:38.855[4756][H]: HDR:SYNC:ARC: Searching the MDC for those messages that were created in the archive and those that were deleted
07/05/2014 00:47:38.856[4756][H]: HDR:PST: CacheState set to: 5
07/05/2014 00:49:13.016[1732][H]: HDR:SCHED: ConfigureVVInstance '1232F19BBF00E234C9B6A14659F4331501110000evserver1'
07/05/2014 00:49:13.017[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:13.115[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:13.214[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:13.315[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:13.415[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:13.515[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:13.614[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:13.714[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:13.815[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:13.915[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:14.015[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:14.115[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:14.215[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:14.315[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:14.415[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:14.518[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:14.615[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:14.715[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:14.814[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:14.915[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:15.015[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:15.115[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:15.215[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:15.314[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:15.414[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:15.515[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:15.620[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:15.719[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:15.819[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:15.920[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:16.019[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:16.119[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:16.219[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:16.319[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:16.419[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:16.519[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:16.619[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:16.719[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:16.823[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:16.919[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:17.019[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:17.119[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:17.219[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:17.319[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:17.419[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:17.519[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:17.619[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:17.720[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:17.819[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:17.919[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:18.019[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:18.119[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:18.219[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:18.319[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:18.419[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:18.519[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:18.619[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:18.720[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:18.819[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:18.919[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:19.019[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:19.119[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:19.220[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:19.319[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:19.419[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:19.519[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:19.619[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:19.719[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:19.819[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:19.919[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:20.020[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:20.119[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:20.219[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:20.319[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:20.419[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:20.519[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:20.619[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:20.719[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:20.819[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:20.919[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1
07/05/2014 00:49:21.019[1732][H]: HDR: Waiting for session to be released. Sleeping for 100MS.  Count: 1

Rob.Wilcox's picture

So with that level of precision I would suggest logging a support call with Symantec.