The Outlook Connector causes Outlook to become unresponsive when synchronizing mailboxes with a high amount of folders

Versions / Builds Affected

Any

Status

Open

Problem Summary

Outlook Connector causes Outlook to become unresponsive when synchronizing mailboxes with a high amount of folders

TT / JIRAID

1544

How to Identify

General symptoms: - While Outlook Connector sync headers Outlook becomes unresponsive (for a few seconds or over an extended period of time like a few minutes) - outlook.exe using up all CPU resources - Occurs only against mailboxes that have a high amount of folders (e.g. 1000+) Detailed: - Monitor the CPU usage of outlook.exe (e.g. via perfmon.msg or Task Manager) - Correlate the times of outlook.exe's unresponsiveness against the the debug log: logfirebirdbackend.csv - At the very same time of unresponsiveness / high CPU usage the following lines are logged very often 2013-08-07,10:42:34,578,1,"#00000a84","#0000133c","info ","logfirebirdbackend","DatabaseBackend::Folder::Load folder Id = 14 " 2013-08-07,10:42:34,625,1,"#00000a84","#0000133c","info ","logfirebirdbackend","DatabaseBackend::Folder::Load <<" 2013-08-07,10:42:34,625,1,"#00000a84","#0000133c","info ","logfirebirdbackend","DatabaseBackend::Folder::Load >>" 2013-08-07,10:42:34,625,1,"#00000a84","#0000133c","info ","logfirebirdbackend","DatabaseBackend::Folder::Load folder Id = 116 " 2013-08-07,10:42:34,687,1,"#00000a84","#0000133c","info ","logfirebirdbackend","DatabaseBackend::Folder::Load <<" 2013-08-07,10:42:34,687,1,"#00000a84","#0000133c","info ","logfirebirdbackend","DatabaseBackend::Folder::Load >>" 2013-08-07,10:42:34,687,1,"#00000a84","#0000133c","info ","logfirebirdbackend","DatabaseBackend::Folder::Load folder Id = 116 " 2013-08-07,10:42:34,734,1,"#00000a84","#0000133c","info ","logfirebirdbackend","DatabaseBackend::Folder::Load <<" 2013-08-07,10:42:34,734,1,"#00000a84","#0000133c","info ","logfirebirdbackend","DatabaseBackend::Folder::Load >>" 2013-08-07,10:42:34,734,1,"#00000a84","#0000133c","info ","logfirebirdbackend","DatabaseBackend::Folder::Load folder Id = 474 " 2013-08-07,10:42:34,796,1,"#00000a84","#0000133c","info ","logfirebirdbackend","DatabaseBackend::Folder::Load <<"

Workaround / Fix Details

1. Close Outlook 2. Open the GeneralSettings.xml file of the affected user (normally in %localappdata\GFI\MailArchiver\) 3. Add the lines: 3 10000 4. Save the changes 5. Start Outlook Note: If the sync is performed when the cache FDB file of the Outlook Connector was not present Outlook might still become unresponsive even with above settings in place. In this case wait ~5min, close Outlook and start it up again. At this point the FDB file should be present already and Outlook should not become unresponsive anymore.

Required Actions

1. Apply fix 2. If fix does not help escalate with the data used to identify the issue from the "how to identify" section