RE: OWA has stopped working on IE6 or IE7, Firefox and Opera are OK

Hello Erik,

Thank you for posting here.

According to your description, I understand that you can not access OWA via
IE6 or IE7. If I have misunderstood the problem, please don't hesitate to
let me know.

Based on my research, I suggest we try the following steps to see if we can
resolve this issue:

1. Please make sure that you've installed Hotfix 831464 on your Exchange
Server.

FIX: IIS 6.0 compression corruption causes access violations
http://support.microsoft.com/kb/831464

2. Then, please perform the following steps to clean caches on the servers
and all problematic clients. To delete the cached files on the client to
make sure that the corrupted files from the cache are not used.

To do so, follow these steps:

A. In Internet Explorer, click Internet Options on the Tools menu.
B. Click the General tab, and then click Delete Files.
C. Click OK.

Clear the cached, compressed copy of the affected files on the SBS server:

A. Clear the IIS server files: Go to your %windows%\IIS Temporary
Compressed Files directory *. Select all of the content in this directory
and delete it.
B. Go to a command prompt, type "iisreset".

To clear the ISA cache if you install it:

A. Stop the Web Proxy service.
B. Locate the Urlcache folder.
C. From the multiple files in this folder, locate the *.cdat file in this
folder.
D. Delete the *.cdat file.
E. Start the Web Proxy service.

Related Knowledge Base article:

How to Delete the Web Cache on Internet Security and Acceleration Server
http://support.microsoft.com/kb/301471

3. Try to create a new domain account and log on this new account on client
machine, try to access the OWA.

4. Please to clean boot on problematic client machine to narrow down this
issue:

To clean boot the problematic computer, please use the steps below:
a. Click Start, click Run, and then in the Open box, type "MSCONFIG"
(without the quotation marks). Click OK.

b. In the System Configuration Utility (MSConfig) window, click to select
the Selective Startup button.

c. Click to clear the check mark from the "Load startup items" below
Selective Startup.

d. Click the Services tab, click to check the "Hide All Microsoft Services"
box, and remove all the check marks from the remained Non-Microsoft
Services.

e. Click OK to close the MSConfig window. Click Yes when you are asked to
restart your computer in order to enable the changes.

f. After restarting, please check whether this issue will reoccur.

5. Other possible causes and resolution:

URLScan may cause the OWA issue:
Fine-tuning and known issues when you use the Urlscan utility in an
http://support.microsoft.com/kb/823175

The OWA issue can also be caused by TrendMicro OfficeScan. To resolve this
issue, please uninstall OfficeScan and reinstall it with the help of the
TrendMicro support. For more information, see Solution 18148 in the Trend
Micro Knowledge Base at the following URL:
http://kb.trendmicro.com/solutions/solutionDetail.asp?solutionID=18148

As a workaround, you can remove the OfficeScan MIME Types value from the
Default Web Site and from the Exchange virtual directories. Use the
following steps to remove this MIME Types value:

a. Open Internet Information Service (IIS) Manager.
b. Expand the server and then expand the Web Sites folder.
c. Right-click the Default Web Site, and then click Properties.
d. Select the HTTP Headers tab.
e. Click MIME Types.
f. Select the ".* application/octect-stream" entry and click Remove.
g. Click Yes to confirm, and then click OK two times.
j. In the Inheritance Overrides dialog box, select Exadmin, Exchange,
exchange-oma, OMA, and Public (hold down the Ctrl key while clicking to
select multiple), and then click OK.
i. Right-click Default Web Site, and then click Stop.
j. Right-click Default Web Site, and then click Start.
k. Run the "iisreset" command.

If the issue persists, please kindly help me collect some information for
further investigation:

1. Does this issue occur on random computers (i.e. Computer 'A', 'B', 'C',
'D') or certain computers?

2. Does this issue occur with random user accounts or certain users?

3. Is there any error when you access OWA? Please capture screenshots on
the error messages and send the pictures to me at v-terliu@xxxxxxxxxxxxx

4. You can not access OWA form internal or external?

5. Can you access other web site via IE6 or IE7?

6. Try to access the OWA from SBS it self, is it fine?

7. Collect the IIS metabase on SBS Server and send to me:
v-terliu@xxxxxxxxxxxxx for further analysis:

1). On SBS Server, install .NET Framework Version 1.1:
http://www.microsoft.com/downloads/details.aspx?FamilyID=262d25e3-f589-4842-
8157-034d1e7cf3a3&DisplayLang=en.
2). Install MBExplorer by installing IIS 6 Resource Kit Tools:
http://www.microsoft.com/downloads/details.aspx?FamilyId=56FC92EE-A71A-4C73-
B628-ADE629C89499&displaylang=en.
3). Once it is installed, access it from Start, Programs, IIS Resources,
Metabase Explorer.
4). In the left pane, right click ''LM'' (under your server computer name)
to choose ''Export to file'', and then save it as IIS.mbk.
5). Compress this mbk file and send it to me for analysis. Please let me
know the password if you set on this iis mbk file.

8. Please collect the IIS log on SBS Server so that I can perform further
research:

1). Open IIS MMC, right click Default Web Site and then click Properties.
2). Click Website tab and then check Enable logging.
3). Stop the Default Website and RENAME the existing IIS log files under
C:\WINDOWS\system32\LogFiles\W3SVC1.
4). Restart the Default Website and reproduce the problem, which will
generate new IIS log file with the exact error.
5). Wait for a while so that IIS Log can be synced. And then go to the
following folder on Exchange Server: C:\WINDOWS\system32\LogFiles\W3SVC1.
6). Send me the log files to my working email address
v-terliu@xxxxxxxxxxxxxx And please let me know the alias of the user who
encountered the issue.

Hope these steps will give you some help.

Thanks and have a nice day!

Best regards,

Terence Liu(MSFT)

Microsoft CSS Online Newsgroup Support

Get Secure! - www.microsoft.com/security

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| Thread-Topic: OWA has stopped working on IE6 or IE7, Firefox and Opera
are OK
| thread-index: Acc7Hgo454VF70udTiKwvTkempte1w==
| X-WBNR-Posting-Host: 63.199.126.226
| From: =?Utf-8?B?RXJpayBDdXJ0aXM=?= <Erik Curtis@xxxxxxxxxxxxxxxxxxxxxxxxx>
| Subject: OWA has stopped working on IE6 or IE7, Firefox and Opera are OK
| Date: Thu, 18 Jan 2007 08:31:00 -0800
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|
| As of recently I am not able to use OWA with IE 6 or 7, Firefox and
others
| work ok. Previously IE worked with out a problem. Also the problem seemed
to
| be slowly affecting the browsers. For example, computer 'A' can't use OWA
/w
| IE but computer 'B', 'C' and 'D' can. Then a few days later computer 'B'
can
| no longer use OWA. Then a few more days and 'C' and 'D' stop working as
well.
|
| I am the only person who has access to make changes to this box other
then
| automatic Windows Updates. I have not made any changes for over 2 months.
|

.

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