Performance problems when you try to access folders in a secondary mailbox in Outlook

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Article ID: 2297543 - View products that this article applies to.
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Symptoms

When you try to access folders in a secondary Microsoft Exchange Server mailbox that was added to your Microsoft Outlook profile, you may experience random performance problems. For example, you may experience the following symptoms:

On a server that is running Microsoft Exchange Server, an event that resembles the following event is logged in the Application log:

Event Type: Error
Event Source: MSExchangeIS
Event Category: General
Event ID: 9646
Description:
Closing Mapi session "/o=Organization/ou=Administrative Group/cn=Recipients/cn=recipient" because it exceeded the maximum of 500 objects of type "objtFolder".

Additionally, you may find errors that resemble the following in the synchronization log messages in the Outlook Sync Issues folder:

13:22:28 Synchronizer Version 12.0.6529
13:22:28 Synchronizing Mailbox 'TeamShared'
13:22:28 Synchronizing Hierarchy
13:22:28 Error Synchronizing Hierarchy for Mailbox 'TeamShared'
13:22:28 [80040305-54A-4DE-1900]
13:22:28 Your server administrator has limited the number of items you can open simultaneously. Try closing messages you have opened or removing attachments and images from unsent messages you are composing.
13:22:28 Microsoft Exchange Information Store
13:22:28 For more information on this failure, click the URL below:
13:22:28 http://www.microsoft.com/support/prodredirect/outlook2000_us.asp?err=80040305-54a-4de-1900
13:22:28 Error synchronizing folder

13:22:31 Synchronizing local changes in folder 'TeamShared - Level1'
13:22:31 Error synchronizing folder
13:22:31 [80040305-54A-4DE-421]
13:22:31 Your server administrator has limited the number of items you can open simultaneously. Try closing messages you have opened or removing attachments and images from unsent messages you are composing.
13:22:31 Microsoft Exchange Information Store
13:22:31 For more information on this failure, click the URL below:
13:22:31 http://www.microsoft.com/support/prodredirect/outlook2000_us.asp?err=80040305-54a-4de-421

When this issue occurred, the following synchronization error numbers have also been seen in synchronization messages in the Sync Issues folder:

80040305-54A-4DE-822
80004005-501-0-1380

Note You must select the Folder List module on the Navigation pane to see the \Sync Issues folder in your mailbox.

Cause

This problem may occur if the following conditions are true:

  • The secondary mailbox that you are trying to access is added to your Outlook profile so that it appears in the Navigation pane.

    Note You add secondary mailboxes to your profile through the Advanced tab in the Microsoft Exchange dialog box. (The screen shot for this condition is listed below).


    The screen shot for this condition.

  • This secondary mailbox contains many folders.
  • Your profile is configured in Cached Exchange Mode.
  • The default option to Download shared folders is enabled in your profile. (The screen shot for this condition is listed below).

    The screen shot for this condition.

This problem occurs because Outlook 2010 locally caches (in your Outlook data file [.ost]) all folders to which you have access in the secondary mailbox. This is a change from earlier versions of Outlook. Outlook 2003 does not cache any shared folders, and by default, Outlook 2007 caches only those shared folders that do not contain email (such as Calendar, Contacts, and Tasks).

Note In Outlook 2007, this problem is more likely to occur if you also have the following registry data configured on your Outlook client.

Key: HKEY_CURRENT_USER\Software\Microsoft\Office\12.0\Outlook\Cached Mode
           or
        HKEY_CURRENT_USER\Software\Policies\Microsoft\Office\12.0\Outlook\Cached Mode
DWORD: CacheOthersMail
Value: 1

Resolution

To resolve this problem, use one of the following workarounds.

Important This article contains information about how to modify the registry. Make sure that you back up the registry before you modify it. Make sure that you know how to restore the registry if a problem occurs. For more information about how to back up, restore, and modify the registry, click the following article number to view the article in the Microsoft Knowledge Base:

322756 How to back up and restore the registry in Windows XP and Windows Vista

Method 1: Reduce the number of folders in the Shared mailbox

The best solution to this issue is to reduce the number of mail folders in the shared mailbox, especially if your mailboxes are in the Office 365 environment. Additional methods 2 and 3 in this article advise you to turn off the caching of mail folders or all folders in the shared mailbox. These solutions do work, but if your mailbox is in the Office 365 environment, the advice (Method 12) in the following article is to enable the caching of shared mail folders.

2441551 Outlook performance is slow in the Office 365 environment
http://support.microsoft.com/kb/2441551

Because the methods in this article may contradict the advice in article 2441551, the best overall solution is to reduce the total number of folders in the shared mailbox.

Method 2: Disable caching of all shared folders

Outlook 2010 and Outlook 2013

To disable the caching of all shared folders, follow these steps:

  1. On the File tab, click Account Settings in the Account Settings list.
  2. In the Account Settings dialog box, click the E-mail tab and then double-click your Microsoft Exchange Server account.
  3. In the Change Account dialog box, click More Settings.
  4. In the Microsoft Exchange dialog box, click the Advanced tab.
  5. Click to clear the Download shared folders check box. (The screen shot for this step is listed below).


    The screen shot for this step.

  6. Click OK two times.
  7. Click Next, click Finish, and then click Close.
  8. Restart Outlook.

Outlook 2007

To disable the caching of all shared folders, follow these steps:

  1. On the Tools menu, click Account Settings.
  2. In the Account Settings dialog box, click the E-mail tab and then double-click your Microsoft Exchange Server account.
  3. In the Change Account dialog box, click More Settings.
  4. In the Microsoft Exchange dialog box, click the Advanced tab.
  5. Click to clear the Download shared folders check box. (The screen shot for this step is listed below).


    The screen shot for this step.

  6. Click OK two times.
  7. Click Next, click Finish, and then click Close.
  8. Restart Outlook.

After you make this change, none of the shared folders in the secondary mailbox will be available to you in Outlook when you are working offline. However, all folders in the primary mailbox will still be available to you when you are working offline.

For more information about disabling the download shared folders by using a Group Policy setting, click the following article number to view the article in the Microsoft Knowledge Base:

982697 By default, shared mail folders are downloaded in Cached mode in Outlook 2010 and Outlook 2013

Method 3: Change the configuration of the secondary Exchange mailbox to a second Exchange account in your profile

Outlook 2010 and Outlook 2013 only

If you want to cache all folders in the secondary Exchange mailbox, follow these steps to modify your Outlook profile so that the secondary mailbox is added as a second Exchange account.

Note To follow these steps, you must either know the password for the account of the secondary mailbox or you must have full mailbox permissions to the account for the secondary mailbox. See your Exchange Server administrator for this information or permissions.

  1. On the File tab, click Account Settings in the Account Settings list.
  2. In the Account Settings dialog box, click the E-mail tab, and then double-click your Microsoft Exchange Server account.
  3. In the Change Account dialog box, click More Settings.
  4. In the Microsoft Exchange dialog box, click the Advanced tab.
  5. Click the Advanced tab. In the Mailboxes section, select the secondary mailbox, and then click Remove.
  6. Click Yes when you are prompted to confirm the removal of the mailbox.
  7. Click OK, click Next, click Finish, and then click Close.

    At this point, the secondary Exchange mailbox is no longer associated with your Outlook profile.
  8. Exit Outlook.
  9. Open the Mail item in Control Panel.
  10. Select your profile, and then click Properties.
  11. Click E-mail Accounts.
  12. On the E-mail tab of the Account Settings dialog box, click New.
  13. In the Choose Service section of the Add New Account dialog box, click E-mail Account, and then click Next.

    If you know the password for the secondary mailbox account, go to step 14.

    If you do not know the password for the secondary mailbox account, but your account has full mailbox permissions to this secondary mailbox, go to step 18.

  14. In the Auto Account Setup section of the Add New Account dialog box, enter the following account information for the secondary mailbox, and then click Next.

       Name
       Email address
       Password

    (The screen shot for this step is listed below).

    The screen shot for this step.

  15. After the account has successfully been configured, click Finish.
  16. Click Close, click Close, and then click OK.
  17. Go to step 22.
  18. In the Auto Account Setup section of the Add New Account dialog box, click Manually configure server settings or additional server types, and then click Next.
  19. In the Choose Service section of the Add New Account dialog box, click Microsoft Exchange or compatible service, and then click Next.
  20. In the Server Settings section of the Add New Account dialog box, enter the following information for the secondary mailbox, and then click Next.

       Server (this is the Exchange server name)
       Use Cached Exchange Mode (enabled to allow the secondary mailbox to be cached locally in your .ost file)
       User name

    (The screen shot for this step is listed below).

    The screen shot for this step.
  21. Click Finish, click Close, click Close, and then click OK.
  22. Start Outlook.

Note If your account does not have full mailbox permissions to the secondary mailbox, you will be prompted for the account credentials to the secondary mailbox.

You may experience the following specific issues when you use Outlook 2010 after you make the configuration changes that are specified in this "Method 3".

  • New email alerts are displayed for both Exchange mailboxes.

The screen shot that shows new email alerts are displayed for both Exchange mailboxes.

  • Messages that are marked as private can be viewed in the second Exchange mailbox even though the account of the first Exchange mailbox is not specifically configured to allow for the viewing of private messages.

    The screen shot that shows messages that are marked as private can be viewed in the second Exchange mailbox.

 

More Information

When you add additional mailboxes to your Outlook profile and enable caching of the shared mailbox folders, Outlook individually registers every folder in the cached mailbox. Each of these registered folders counts toward the objtFolder type limit on the Exchange Server. As stated in the 9646 event that is shown in the "Symptoms" section of this article, the default limit for objtFolder objects it 500. If you cache one or more shared folders that contain several hundred folders, this limit can be exhausted. When this occurs, you may experience the problems described in the "Symptoms" section of this article.

Additionally, a large number of Public Folder favorites can also contribute to exhausting the objtFolder object limit. For more information on errors that you may encounter when synchronizing a large number of Public Folders, click the following article number to view the article in the Microsoft Knowledge Base:

2494570 You receive "not enough memory" errors in Outlook when you have lots of cached public folders

For more information on the maximum allowed share of server resources on Microsoft Exchange Server 2007, visit the following Microsoft web site:

http://technet.microsoft.com/library/bb217801(v=EXCHG.80).aspx

For more information on Exchange Server 2010 mailbox store session limits, visit the following Microsoft web sites:

http://technet.microsoft.com/library/ff477612.aspx

http://technet.microsoft.com/library/ff360476(v=EXCHG.140).aspx

Properties

Article ID: 2297543 - Last Review: September 3, 2013 - Revision: 23.0
Applies to
  • Microsoft Outlook 2013
  • Microsoft Outlook 2010
  • Microsoft Office Outlook 2007
Keywords: 
kbfixme,kbmsifixme KB2297543

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