Article ID: 892764 - View products that this article applies to.
This article describes the methods that Microsoft support engineers use to determine the cause of the “Outlook is retrieving data from" message. This article describes the message in Microsoft Outlook 2002 and in Microsoft Office Outlook 2003. It describes why this feature was added, how this feature works, and why users should expect to occasionally receive this message.
This article also describes the information that support engineers must have to identify and to resolve any problem that might exist if you have to contact Microsoft Product Support Services (PSS). The tools and processes that this article describes are required to resolve any problem as efficiently as possible.
You may contact Microsoft Product Support Services to determine whether a problem is causing you to receive the following message in Microsoft Outlook:Based on historical support data, cases that are related to this message can take longer than needed to resolve if accurate and succinct data is not provided to the support engineer early in the case. This data helps us accurately and quickly identify any problem that might exist. Microsoft support engineers will help you gather the information that we require.
A workaround is provided later in this article if one of the following conditions is true:
The "retrieving data" messageThe “retrieving data” message is a feature in Outlook 2002 and in Outlook 2003. The message informs the user that Outlook is retrieving data, and it specifies the resource that Outlook is contacting. The resource is the server that Outlook is contacting, and the name of that server appears in the message.
The Cancel command in the dialog box lets users cancel the data retrieval if the user wants to. The message is helpful when you are troubleshooting because it tells the user the name of the server that Outlook is trying to retrieve data from.
In Outlook 2002, the message is as follows:
In Outlook 2003, the message resembles the following message:
Outlook is retrieving data from the Microsoft Exchange Server server_name. You can cancel the request or minimize this message to the Windows taskbar until Outlook closes the message automatically.
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HistoryMicrosoft Outlook 2000 users may notice that the program appears to stop responding when the user tries to send mail, receive mail, check appointments, or create appointments. When the program appears to stop responding, the user sees an hourglass icon, and the keyboard may not respond. The hourglass icon disappears and the keyboard responds after Outlook 2000 obtains the information it requires.
Because of user feedback, the Outlook product group added the "retrieving data" message in Outlook 2002.
MechanicsIn Outlook 2002 and Outlook 2003, when Outlook requests data from a Microsoft Exchange computer, Outlook calls a function that wraps the remote procedure call to the Exchange computer. This wrapper is the CancelableRPC wrapper. By default, this wrapper starts a timer and then issues the remote procedure call. The timer stops when a response is received. However, if the remote procedure call for data takes more than five seconds to return the data, the wrapper produces the “retrieving data” message. The dialog box that contains the message remains on the screen until the remote procedure call is answered or until the user clicks Cancel. If the action that the user performs in Outlook creates multiple remote procedure calls, the message could appear one time for each remote procedure call.
Because of the design of this feature in Outlook 2002, the Outlook 2002 user interface (UI) stops responding while the “retrieving data” message is displayed in a dialog box. In Outlook 2003 running in Cached Exchange Mode, this feature has been redesigned. Most of the time in Outlook 2003 running in Cached Exchange Mode, when the "retrieving data" message is displayed in a balloon, users can continue to use Outlook.
You receive this message as part of the standard interoperation of Outlook and Exchange. Even on the fastest network that has the best hardware and architecture, some remote procedure calls will take more than five seconds to obtain a response. This is a simple fact, and the appropriate expectations should be set with users. If the message appears only occasionally, no extensive troubleshooting is required. Trying to troubleshoot when the message appears only occasionally is not likely to be productive.
Remote procedure call is a sequential transport. When a remote procedure call is made, it must be answered, or the remote procedure call session must be restarted. This is different from a protocol like the Internet Protocol (IP) where packets can be received in any order and then reconstructed on the other side. This understanding is fundamental when you try to troubleshoot problems that are related to remote procedure calls that can be canceled from the dialog box or the balloon that contains the "receiving data" message.
TroubleshootingMicrosoft support engineers have determined that a two-pronged approach works best to troubleshoot these problems. This approach may involve support engineers from multiple Microsoft Product Support Services teams. Typically, the Exchange Administration team and the Exchange Client/Server Integration team work at the same time to provide the most effective resolution. There is some overlap because the support cases do not always originate with the same team.
Support engineers follow these steps to troubleshoot problems that are related to the "receiving data" message:
Customer essentialsAt any time, if questions come up that are related to the case or to the information in this document, do not hesitate to raise these questions with the support engineer.
You must engage the appropriate people within your organization so that data can be generated by using the three Exchange Administration tools first. This lets the Microsoft support engineers immediately start analyzing the problem. If the probable cause appears to be an Exchange performance issue, client-side troubleshooting will continue as needed after the performance issues are addressed.
The best time to collect the data from the server that is running Exchange is when the server is under user load. This is typically in the mornings when the Outlook users start work because they are opening e-mail messages and responding to those messages. Another typical load time is immediately following the lunch hour.
If client-side troubleshooting and data gathering is required, the support engineer has to know the actions that users are performing when the “retrieving data” message is frequently displayed. For example, the following information is important:
Finally, analyze the Active Directory directory service architecture and the Exchange architecture in the environment. Be prepared to provide us with the answers to the following questions:
For further information about performance issues with Outlook and Exchange, visit the following Microsoft web site:
To work around this problem, you can suppress or extend the time that passes before you receive the message. For more information, click the following article number to view the article in the Microsoft Knowledge Base:
293650For Microsoft Office Outlook 2003, use the Custom Installation Wizard or use Group Policy to deploy the registry changes that are required to delay or to suppress the message.
(http://support.microsoft.com/kb/293650/ )How to change the Cancel Request dialog box behavior in Outlook 2002
Article ID: 892764 - Last Review: September 22, 2013 - Revision: 5.0
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