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Users experience intermittent disconnects from the Exchange server in Outlook in a Business Online Productivity Suite environment

Article ID: 2543396 - View products that this article applies to.

SYMPTOMS

In a dedicated deployment of the Microsoft Business Online Productivity Suite, users report that they receive a message in Microsoft Outlook that says the connection to Microsoft Exchange Server was lost. Then, within 30 to 60 minutes, the connection is reestablished.

Note This article only addresses troubleshooting steps for disconnects. It does not address authentication messages.

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CAUSE

There are multiple causes for this issue. The steps in the "Resolution" section help identify the source of the behavior.

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RESOLUTION

Confirm with users the exact behavior that they are experiencing. If they are using Outlook in cached mode, they see a small notification near their Outlook icon in the notification area. And, in cached mode, they should experience minimal interruption except for the pop-up message. However, if they are using Outlook in online mode, they cannot access their mailbox during the interruption.
Review the user's Application log in the Event Viewer. To do this, follow these steps, as appropriate for the version of Windows that they are running:
- Click Start, click Run, type Eventvwr, and then click OK.
- Click Start, type Eventvwr in the Search programs and files box, and then under Programs, click Eventvwr.
Filter for Outlook Event IDs that have the number 26. Review the date and time of the disconnects to determine the frequency of the interruptions. If the disconnects occur at a regular interval, this interval may help identify the source of the interruption. By default, the load-balancing servers for Microsoft are configured to have a 60-minute inactivity time-out.
Check the Outlook Connection Status properties. To do this, follow these steps:
1. Press the CTRL key, right-click the Outlook icon in the notification area, and then click Connection Status.
  
  Note By default in Windows 7, the Outlook icon is hidden from view in the notification area.
2. Review the Connection Status to determine whether the user is connecting by using Outlook Anywhere (HTTPS) or by using TCP/IP. Typically, if users are connecting to their LAN, they should connect by using TCP/IP instead of by using Outlook Anywhere. If they are connected to Outlook Anywhere, and they are using TCP/IP, review their client's Outlook Anywhere settings. To check these settings, visit the following Microsoft website, as appropriate for the version of Outlook that they are running:
  Microsoft Outlook 2010:
  http://office.microsoft.com/en-us/outlook-help/use-outlook-anywhere-to-connect-to-your-exchange-server-without-a-vpn-HP010355551.aspx?CTT=1
  (http://office.microsoft.com/en-us/outlook-help/use-outlook-anywhere-to-connect-to-your-exchange-server-without-a-vpn-HP010355551.aspx?CTT=1)
  Microsoft Office Outlook 2007:
  http://office.microsoft.com/en-us/outlook-help/use-outlook-anywhere-to-connect-to-your-exchange-server-without-vpn-HP010102444.aspx?CTT=1
  (http://office.microsoft.com/en-us/outlook-help/use-outlook-anywhere-to-connect-to-your-exchange-server-without-vpn-HP010102444.aspx?CTT=1)
Next, you must determine the scope of this issue to determine how best to determine the cause. To do this, follow these steps:
1. If only one user is experiencing this problem, the user should try to reproduce the problem on another computer. If the problem cannot be reproduced on another computer, the focus should be on the original computer to determine the cause.
2. If there are multiple users who are experiencing this issue, it is important to identify whether the issue is related to their office or network segment. If this issue affects users globally, the issue should be escalated to Microsoft for investigation. Make sure that you include the following information:
  - Scope of affected user(s) and example users
  - Outlook client version
  - Errors found in Application log (if any)
  - Screen shot of pop-up message
  - Screen shot of Connection Status window