Mac Outlook not downloading mail

[guest]

Outlook goes through the motions of downloading mail, showing number of messages it is downloading but non are displayed

Mail can be created and sent and appears in Outlook Web Access and Outlook for Windows

I then tried closing / reopening outlook. No change.

I then removed / re-added my account. No change, except that all of my old messages were gone and I now had literally nothing showing in my inbox.

I removed / re-installed the product and upgraded to 14.1.0. No change at all.

I removed the product entirely / reinstalled: No change.

[guest]

From the last live meeting, we can reproduce the issue on our side outlook 2011 client and also see 500 error in IIS log. We researched it for some time and find it may related to counter corrupted, so please perform as the following steps to rebuild the counter first.


IIS log:
=====
2012-02-08 08:27:03 192.168.0.1 POST /EWS/Exchange.asmx SoapAction=GetItem;Version=1;RpcC=4;RpcL=31;LdapC=0;LdapL=0; 443 KEVINBEARE\PAULB 192.168.0.39 MacOutlook/14.14.0.111121+(Intel+Mac+OS+X+10.7.2) 500 0 0 46
2012-02-08 08:27:03 192.168.0.1 POST /EWS/Exchange.asmx SoapAction=GetItem;Version=1;RpcC=4;RpcL=0;LdapC=2;LdapL=0; 443 KEVINBEARE\PAULB 192.168.0.39 MacOutlook/14.14.0.111121+(Intel+Mac+OS+X+10.7.2) 500 0 0 46


Suggestion
=======
1. Launch the Windows Command Prompt (cmd), ensure that you run the Command Prompt as the Administrator. For example, click Start, click All Programs, click Accessories, right click Command Prompt and click Run As Administrator.

2. Change Directory to <root drive>\Windows\System32, the root drive is typically C:. Run the following command
lodctr /R
This will restore the base or core counters

3. Check the registry value under HKLM/Software/Microsoft/WindowsNT/CurrentVersion/Perflib/009 and ensure that the value Counter is no longer corrupted.

4. In the Command Prompt window, run the following command:
wmiadap /f
This will force the reload of all counters in to the WMI repository.

5. Open Performance Monitor (perfmon.exe) and click the green + to Add, this will open Add Counters. Verify that the MSExchange counters exist and have Instances populated.

6. Restart the Microsoft Exchange Server computer.
NOTE: This step is required.


What is the result?

[guest]

This worked from inside the network but didn't work from outside, no connection could be made from outside the network either directly or over a VPN.

[guest]

I know this one Mac Outlook can download email when directly connected to the network.

If it cannot download mail when outside the office using VPN, then could you clarify whether it is fine if you directly using Internet without using VPN?


In addition, did the email download fine when using the test account you created for us?


If it is fine for the test account directly from Internet, the Mac Outlook should be fine and it may relate to network issue or other cause. Since this forum mainly support the troubleshooting on the Mac Outlook, if so, you need to contact the network engineer to help further. Your kind understanding is appreciated.

[guest]

We have been back and double checked the various external settings, using Mail as the benchmark and now Outlook for Mac works in all scenarios. Some settings had been changed during testing and not put back.

Thank you for your help in this long running issue.

[guest]

Thank you for your quick reply and I am glad that at present the issue does not occur.

Yes, we indeed took some time to resolve the issue and really appreciate your effort on it.

However, I am glad everything is OK now and would like to make a summary for reference:

Problem description
===================
Outlook for Mac 2011 showing number of messages it is downloading but none are displayed.


Cause and resolution
=============
Relate to the corrupted counter and resolved after rebuilding the counter.


Additional information
===================
Here are more articles on MAC which may be helpful in the future:

1. Known issues in Outlook 2011
http://mac2.microsoft.com/help/office/1 ... ceca090f06

2. Rebuild the Outlook for Mac 2011 database to resolve problems
http://support.microsoft.com/kb/2360509