outlook2016+win10 sometimes can't receive emails

Simon Chen 1 Reputation point
2020-11-12T03:21:13.98+00:00

A few users experienced the issue while send/receiving emails with outlook2016 connecting to exchange2016 over VPN.

OS is win10, outlook2016 + exhange2016. The computer is not added to the AD domain but the user account is an AD account.

They can't receive emails sometimes even though vpn connection is on and the latency is aroudn 200ms. The status bar shows "connected to microsoft exhange" and "all folders are updated" but no new emails coming. restarting outlook or even restarting the computer can't help. Such issue could disappear after waiting for 1-2 hours.

I collected the log from the affected computer while the issue is on. but I don't have the tool to analyze the ETL log files. Can anyone help to give some suggestion or analyze the logs attached.

thanks a lot.

Outlook Management
Outlook Management
Outlook: A family of Microsoft email and calendar products.Management: The act or process of organizing, handling, directing or controlling something.
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  1. Jade Liang-MSFT 9,976 Reputation points Microsoft Employee
    2020-11-12T07:01:03.517+00:00

    Hi @Simon Chen ,

    A few users experienced the issue while send/receiving emails with outlook2016 connecting to exchange2016 over VPN.

    What's the version of their Outlook client(File>Office account>About Outlook), please ensure that they have updated to the latest version.
    Do these users have any similarities? And do they have any differences with others that could work normally(such as the version of Outlook and Windows or other differences)?
    Could these issue been reproduced on their OWA?

    I mentioned that you are working in Cached Exchange Mode, please try to switch to online mode to check if the issue has any difference(File>Account settings>Account settings>change>uncheck use Cached Exchange Mode).
    If it could work normally in online mode, the issue may be related to the corrupted data file, please try to repair your data file to test.

    If the issue also happens to online mode, in the point of Outlook client, please troubleshoot it by the steps below:

    • This issue may be related to the send/receive settings in Outlook, please first try to manually send/receive (click the sync 39128-snipaste-2020-11-12-14-53-19.pngsymbol in the upper left corner of the client), if it could work normally via manually send/receive, it's suggested to check and change the send/receive settings to test(File>Options>Advanced>send/receive>check the Schedule an automatic send/receive every_miniutes and change the time to 1 mininute).
    • In order to avoid the interference of other antivirus programs and add-ins, please try to close other programs and restart Outlook in safe mode to check(Windows + R>type"Outlook.exe /safe">enter)
    • If the issue still exists, considering it may be related to the corrupted send/receive file or Outlook profile, please try to recreate a new profile to test(Conrtol Panel>Mail>Show profiles>Add>readd your account)

    If that are invalid, please provide me with more information and test results about your issues, and I would give you more targeted help, thanks for your understanding.

    but I don't have the tool to analyze the ETL log files

    Besides, based on my research, we could use Windows Performance Analyzer to open any event trace log (ETL) file for analysis, if you need, it's suggested to download it to analyze your file.

    If the response is helpful, please click "Accept Answer" and upvote it.
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