RE: Outlook crashes when gateway is offline
- From: v-terliu@xxxxxxxxxxxxxxxxxxxx (Terence Liu [MSFT])
- Date: Tue, 01 Apr 2008 09:46:06 GMT
Hello Matt,
Thank you for posting here.
According to your description, I understand that the clients send email
outbound, and the Outlook will crashing when the Internet connection is
off. If I have misunderstood the problem, please don't hesitate to let me
know.
I think you need to resolve your Internet connection issue first. Why the
gateway is offline?
Based on my research, I suggest we try the following steps to see if we can
resolve this issue:
1. Please rerun the CEICW to make sure your SBS 2003 server have right
network configuration. Go through the follow KB and rerun CEICW carefully.
How to configure Internet access in Windows Small Business Server 2003
http://support.microsoft.com/kb/825763/en-us
Detailed steps for your reference:
One network adapter - manual router connection to broadband
a. On the Connection Type page, click Broadband, and then click Next.
b. On the Broadband Connection page, under My server uses, click A local
router device with an IP address, and then click Next.
c. On the Router Connection page, next to Preferred DNS server and next to
Alternate DNS server, type the IP addresses that are provided by your ISP.
In the Local IP address of router box, type the IP address of the router
that the server uses to connect to the router.
d. Click to select the My server uses a single network connection for both
Internet access and the local network check box, and then click Next.
e. A message may appear that warns that the firewall that is provided
cannot be configured. You are offered a chance to view information about
configuration settings for an existing firewall device.
f. On the Network Connection page, click Server Local Area Connection
under the Connection Name.
g. Click Next.
h. Complete the Configure E-mail and Internet Connection Wizard.
2. Test in Outlook Safe Mode
Note: Outlook Safe Mode can narrow down issues which are caused by any
extensions, corrupted resources, files, registries, or templates.
a. Click Start | Run.
b. In the Open box, type: "Outlook /safe" (without the quotation marks)
Notes: There is a space character between Outlook and the forward slash (/).
c. Click OK.
3. Please try to reinstall the Outlook 2007 on clients to see if it help.
If we cannot resolve the issue after we perform the above steps, please
help me collect some information for further investigation:
1. Does this issue happen when you send email to internal receiver?
2. Does this issue happen on all Outlook 2007 clients?
3. Please test this issue on Outlook 2003 client. Does it reoccur?
4. Run command "ipconfig /all > c:\ipconfig_client.txt" and "route print >
c:\route_client.txt" on problematic client, send the files
c:\ipconfig_client.txt and c:\route_client.txt to me at
v-terliu@xxxxxxxxxxxxx
5. Gather MPS network report on SBS:
a. Download MPSrepot_network from
http://download.microsoft.com/download/b/b/1/bb139fcb-4aac-4fe5-a579-30b0bd9
15706/MPSRPT_NETWORK.EXE
b. Run MPSRPT_NETWORK.exe.
c. The tool will automatically collect the information. This procedure will
take 10~15 minutes.
d. Open Windows Explorer, navigate to the folder:
%SystemRoot%\MPSReports\Network\Reports\Cab\
e. Send the .cab file directly to me at v-terliu@xxxxxxxxxxxxx
I hope these steps will give you some help.
Thanks and have a nice day!
Best regards,
Terence Liu(MSFT)
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--------------------
| From: mbuck@xxxxxxxxxxxxxxxx
| Newsgroups: microsoft.public.windows.server.sbs
| Subject: Outlook crashes when gateway is offline
| Date: Mon, 31 Mar 2008 04:09:39 -0700 (PDT)
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|
| Hi,
|
| One of our customers has SBS 2003 R2 premium running Exchange 2003
| SP2. All the mail clients on the network are Outlook 2007. The network
| topography is as follows:
|
| Terminals - Switch - Gateway - Internet
| |
| Server
|
| Recently, when sending emails, the user has experienced Outlook
| crashing. The crash is a complete lockout and can only be remedied by
| ending the process. On investigation, we discovered that Outlook was
| crashing only when the user was sending an email AND the internet
| connection was offline.
|
| It our experience, when the gateway is unavailable, Exchange should
| queue the email and retry every x periods. This doesn't seem to
| happen, and when the internet connection is down, the email doesn't
| enter the queue in Exchange. The outlook client just crashes.
|
| There is nothing in the event logs on the server or the terminals to
| suggest there is a problem.
|
| Can anybody shed some light on this? Every other SBS customer we have
| uses Outlook 2003 and this issue has never arisen elsewhere to our
| knowledge.
|
| Many thanks,
|
|
| Matt
|
.
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