Outlook Issue - multiple affected!

[jweeks1]

A number of users (but not all, strangely) reported that using the app version of Outlook, messages were not coming through since Friday, even though they knew they knew they were receiving emails because they were coming through both on the web version and on their phone. I managed a workaround, which was to disable 'Use Cached Exchange Mode' so that they were able to receive emails through the app version again. However, now the same people are getting the error message 'Sorry, we're having trouble opening this item. This could be temporary. but if you see it again you might want to restart Outlook. Unknown Error,' when trying to open certain emails.

 

I am at a loss - I was hoping this was a microsoft issue and it would resolve itself over the weekend, as when I try and access the admin centre I get a white screen, but coming in this morning the issue persists!

 

I have tried:

restarting outlook itself,

restarting the PC,

reinstalling outlook in one case,

readding profiles,

deleting cache through %localappdata%MicrosoftOutlookRoamCache

 

All to no avail, any help or pointers would be greatly appreciated! I can find absolutely nothing online about this - I feel like we are the only people in the world with this issue

 

Thanks

Jay

[robintech]

Does Outlook /safemode do anything or Outlook Connectionstatus show something

 

Could also try disabling Network Connectivity Status completely in case that is interfering

[jweeks1]

Neither does anything unfortunately , good ideas though, something I'd not considered!

 

 

This is the message and they aren't readable in the reading pane either - but subject line etc. is there...

[midweek]

Microsoft have a typically vague advisory at the moment - "Potential issues accessing mailbox via one or more protocols"

 

Could be that.

[jweeks1]

Yeah, sounds about right - I was just looking at it and thought it was vague. Not much I can do in that case unfortunately then!

[adamsund]

We had something similar last week and ipconfig /release and ipconfig /renew fixed it instantly.

[ryanplym]

We had exactly the same issue. I noticed it was to do with our smoothwall system. On smoothwall I added a rule (and placed it on top within guardian --> Https inspection) the following:

 

Everyone

Microsoft Office 365

Everywhere

Always

Validate certificate only

 

About 20 minutes later, emails started coming through

[jweeks1]

Must work at the same place!

[adamsund]

Just to come back to this, we were back and forth with this issue for a few weeks. We kept thinking we'd sorted it but we hadn't. We have now finally sorted it which is probably a bit of a niche issue, but hopefully might help someone else.

 

We use Securly for filtering and this problem only affected Intune devices. 1 of our policies was to set a global proxy for the PAC file supplied by Securly. We weren't able to add the username to the PAC file for seamless sign-on as Intune doesn't support variables, but it was working anyway. Then out of nowhere we had these issues where Outlook and Onedrive weren't working. As soon as we removed the reg key for the PAC file, it started working. We created a Powershell script that adds the key, along with the username to the registry and everything is working again now.

 

Hopefully this will help people at least narrow the issue down!