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jsnyder

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With no regularity, random users will working in Outlook when suddenly they realize all of their messages are in the Outbox and "Send/Receive Error" is displayed in the bottom right corner of outlook. How can I troubleshoot this issue?
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jsnyder

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Still having this with no regularity, Connector goes offline for no reason. Any ideas?
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MarkK

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I would start with doing the maintenance feature on the KOFF client to clear its cache. I have seen that fix odd issues like this before. Then if you still have this happen, maybe turn on some of the messages in the Debug log, see if anything is happening there, and maybe completely recreate the user's mail profile on the workstation.
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jsnyder

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I have conducted the maintenance (twice) and no luck. This workstation (plus 2 more) lose connection to the kerio server.
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MarkK

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Wild guess. Any chance they are getting locked out of the network for some reason, then after time out the account unlocks? Maybe try the Unlock All Accounts in Kerio and see if that helps. Have you looked at the Security log out any the Debug log?
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jsnyder

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I have the debug log from this morning when he had the issue again. Can someone take a look at it?
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MarkK

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You need to post it here so that we can look at it.
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ksnyder (KERIO)

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Working offline with Joe to accelerate this. Taking the desktop anti-virus software conflict route at the moment (based on an observed commonality with all affected PC's). Debug log may reveal something else after this slight detour is explored. Joe or I will update shortly.

Ken Snyder
Director, Sales Engineering | Kerio
Stay Connected Anytime, Anywhere. Discover Kerio Cloud!
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jsnyder

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24/06/2015 15:00:23.298] ***** CLOSING ***** Closing Log

[25/06/2015 07:55:28.419] ****** START ****** Common log has just started (KMS.KOFF86 8.5.0.4416)

[25/06/2015 07:55:28.419](1948){err}{updater} In UpdaterCore\UpdaterCore.cpp:439 (UpdateCore::internalDownload)
[#1] (common) Check for update fails: Check failed (SSL read: error:00000000:lib(0):func(0):reason(0), errno 10054)

[25/06/2015 07:55:49.575] ****** START ****** "Kerio.32217A58-85DB-4FA3-B146-851EC3B46EA0" profile log has just started (KMS.KOFF86 8.5.0.4416)(profile created at (D.M.Y H:M:S) 23.6.2015 14:2:8)

[25/06/2015 07:55:49.575](4792){err}{communication} In SCProvider\Communicator.cpp:268 (Communicator::checkAndLogResult)
[#1] (6EA0) POCO Exception Timeout : (Request info: Server Ping) (Response info: status = 0 ) (Original result = 0x80044001)

[25/06/2015 07:55:50.776](6960){err}{scp-worker} In SCProvider\Worker_folder.cpp:200 (SyncRequestFolder::processSyncFolder)
[#2] (6EA0) Exception of class HResultException: SCProvider\Worker_folder.cpp(68), SyncRequestFolder::processSyncFolder:
0x80042004 KOFF_E_NOTONLINE
Failed in folder "Outgoing messages" (16e0337f-d5d7-4890-a249-c44f7117ce0b)

[25/06/2015 07:56:10.635](5028){err}{updater} In UpdaterCore\UpdaterCore.cpp:439 (UpdateCore::internalDownload)
[#3] (6EA0) Check for update fails: Check failed (couldn't connect to host)

[25/06/2015 07:56:21.836](6112){err}{notif} In DbServer\DbNotificationEngine.cpp:470 (CDbNotificationEngine::AS_unsubscribe)
[#4] (6EA0) Cannot unregister subscription: cookie 232 not found
HRESULT: 0x8004010f MAPI_E_NOT_FOUND

[25/06/2015 07:58:37.163] ******* END ******* Common log has just finished

[25/06/2015 07:58:37.163] ******* END ******* "Kerio.32217A58-85DB-4FA3-B146-851EC3B46EA0" profile log has just finished

[25/06/2015 07:58:37.164] ***** CLOSING ***** Closing Log

[25/06/2015 08:01:16.534] ****** START ****** "Kerio.32217A58-85DB-4FA3-B146-851EC3B46EA0" profile log has just started (KMS.KOFF86 8.5.0.4416)(profile created at (D.M.Y H:M:S) 23.6.2015 14:2:8)

[25/06/2015 08:01:16.534](2780){err}{notif} In DbServer\DbNotificationEngine.cpp:470 (CDbNotificationEngine::AS_unsubscribe)
[#1] (6EA0) Cannot unregister subscription: cookie 236 not found
HRESULT: 0x8004010f MAPI_E_NOT_FOUND

[25/06/2015 08:02:28.171] ******* END ******* "Kerio.32217A58-85DB-4FA3-B146-851EC3B46EA0" profile log has just finished

[25/06/2015 08:02:28.171] ***** CLOSING ***** Closing Log
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MarkK

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You have something terminating the communication channel. Of course you already knew that. I would look at what security software and / or hardware you have in between the clients and the server.
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jsnyder

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So here is the latest output, I can see some issues here but can't make sense of them.


[30/06/2015 15:36:03.244] ***** CLOSING ***** Closing Log

[01/07/2015 07:34:09.077] ****** START ****** Common log has just started (KMS.KOFF86 8.5.1.4597)

[01/07/2015 07:34:09.077](3000){err}{updater} In UpdaterCore\UpdaterCore.cpp:439 (UpdateCore::internalDownload)
[#1] (common) Check for update fails: Check failed (Unknown SSL protocol error in connection to kerio.southerntierbrewing.com:8443 )

[01/07/2015 07:34:30.215] ****** START ****** "Kerio.32217A58-85DB-4FA3-B146-851EC3B46EA0" profile log has just started (KMS.KOFF86 8.5.1.4597)(profile created at (D.M.Y H:M:S) 23.6.2015 14:2:8)

[01/07/2015 07:34:30.215](5888){err}{communication} In SCProvider\Communicator.cpp:268 (Communicator::checkAndLogResult)
[#1] (6EA0) POCO Exception Timeout : (Request info: Server Ping) (Response info: status = 0 ) (Original result = 0x80044001)

[01/07/2015 07:34:31.541](4144){err}{scp-worker} In SCProvider\Worker_folder.cpp:200 (SyncRequestFolder::processSyncFolder)
[#2] (6EA0) Exception of class HResultException: SCProvider\Worker_folder.cpp(68), SyncRequestFolder::processSyncFolder:
0x80042004 KOFF_E_NOTONLINE
Failed in folder "Outgoing messages" (16e0337f-d5d7-4890-a249-c44f7117ce0b)

[01/07/2015 07:34:51.291](2920){err}{updater} In UpdaterCore\UpdaterCore.cpp:439 (UpdateCore::internalDownload)
[#3] (6EA0) Check for update fails: Check failed (couldn't connect to host)

[01/07/2015 07:36:01.687](5008){err}{notif} In DbServer\DbNotificationEngine.cpp:470 (CDbNotificationEngine::AS_unsubscribe)
[#4] (6EA0) Cannot unregister subscription: cookie 235 not found
HRESULT: 0x8004010f MAPI_E_NOT_FOUND

[01/07/2015 07:37:35.431](6728){err}{notif} In DbServer\DbNotificationEngine.cpp:763 (CDbNotificationEngine::dispatchEvent)
[#5] (6EA0) onNotify call failed (array of 1 notifications)
HRESULT: 0x800706ba RPC_S_SERVER_UNAVAILABLE

[01/07/2015 07:37:35.431](6728){err}{notif} In DbServer\DbNotificationEngine.cpp:763 (CDbNotificationEngine::dispatchEvent)
[#6] (6EA0) onNotify call failed (array of 1 notifications)
HRESULT: 0x800706ba RPC_S_SERVER_UNAVAILABLE

[01/07/2015 07:37:35.431](6728){err}{notif} In DbServer\DbNotificationEngine.cpp:763 (CDbNotificationEngine::dispatchEvent)
[#7] (6EA0) onNotify call failed (array of 1 notifications)
HRESULT: 0x800706ba RPC_S_SERVER_UNAVAILABLE

[01/07/2015 07:37:37.444](5928){err}{notif} In DbServer\DbNotificationEngine.cpp:763 (CDbNotificationEngine::dispatchEvent)
[#8] (6EA0) onNotify call failed (array of 1 notifications)
HRESULT: 0x800706ba RPC_S_SERVER_UNAVAILABLE

[01/07/2015 07:40:07.705](6548){err}{communication} In SCProvider\Communicator.cpp:268 (Communicator::checkAndLogResult)
[#9] (6EA0) POCO Exception Timeout : (Request info: Server Ping) (Response info: status = 0 ) (Original result = 0x80044001)

[01/07/2015 07:40:08.750](5928){err}{scp-worker} In SCProvider\Worker_folder.cpp:200 (SyncRequestFolder::processSyncFolder)
[#10] (6EA0) Exception of class HResultException: SCProvider\Worker_folder.cpp(68), SyncRequestFolder::processSyncFolder:
0x80042004 KOFF_E_NOTONLINE
Failed in folder "Outgoing messages" (16e0337f-d5d7-4890-a249-c44f7117ce0b)

[01/07/2015 07:40:28.749](5592){err}{updater} In UpdaterCore\UpdaterCore.cpp:439 (UpdateCore::internalDownload)
[#11] (6EA0) Check for update fails: Check failed (couldn't connect to host)

[01/07/2015 07:43:09.728](5008){err}{notif} In DbServer\DbNotificationEngine.cpp:763 (CDbNotificationEngine::dispatchEvent)
[#12] (6EA0) onNotify call failed (array of 1 notifications)
HRESULT: 0x800706ba RPC_S_SERVER_UNAVAILABLE

[01/07/2015 07:44:02.004](5008){err}{notif} In DbServer\DbNotificationEngine.cpp:470 (CDbNotificationEngine::AS_unsubscribe)
[#13] (6EA0) Cannot unregister subscription: cookie 420 not found
HRESULT: 0x8004010f MAPI_E_NOT_FOUND

[01/07/2015 07:44:02.363] ******* END ******* Common log has just finished

[01/07/2015 07:44:02.363] ******* END ******* "Kerio.32217A58-85DB-4FA3-B146-851EC3B46EA0" profile log has just finished

[01/07/2015 07:44:02.363] ***** CLOSING ***** Closing Log

[01/07/2015 08:20:41.919] ****** START ****** "Kerio.32217A58-85DB-4FA3-B146-851EC3B46EA0" profile log has just started (KMS.KOFF86 8.5.1.4597)(profile created at (D.M.Y H:M:S) 23.6.2015 14:2:8)

[01/07/2015 08:20:41.919](5056){err}{notif} In DbServer\DbNotificationEngine.cpp:470 (CDbNotificationEngine::AS_unsubscribe)
[#1] (6EA0) Cannot unregister subscription: cookie 239 not found
HRESULT: 0x8004010f MAPI_E_NOT_FOUND

[01/07/2015 08:22:29.399] ******* END ******* "Kerio.32217A58-85DB-4FA3-B146-851EC3B46EA0" profile log has just finished

[01/07/2015 08:22:29.399] ***** CLOSING ***** Closing Log

[01/07/2015 08:38:39.106] ****** START ****** Common log has just started (KMS.KOFF86 8.5.1.4597)

[01/07/2015 08:38:39.106](6940){err}{updater} In UpdaterCore\UpdaterCore.cpp:439 (UpdateCore::internalDownload)
[#1] (common) Check for update fails: Check failed (Unknown SSL protocol error in connection to kerio.southerntierbrewing.com:8443 )

[01/07/2015 08:39:00.251] ****** START ****** "Kerio.32217A58-85DB-4FA3-B146-851EC3B46EA0" profile log has just started (KMS.KOFF86 8.5.1.4597)(profile created at (D.M.Y H:M:S) 23.6.2015 14:2:8)

[01/07/2015 08:39:00.251](5344){err}{communication} In SCProvider\Communicator.cpp:268 (Communicator::checkAndLogResult)
[#1] (6EA0) POCO Exception Timeout : (Request info: Server Ping) (Response info: status = 0 ) (Original result = 0x80044001)

[01/07/2015 08:39:01.577](3052){err}{scp-worker} In SCProvider\Worker_folder.cpp:200 (SyncRequestFolder::processSyncFolder)
[#2] (6EA0) Exception of class HResultException: SCProvider\Worker_folder.cpp(68), SyncRequestFolder::processSyncFolder:
0x80042004 KOFF_E_NOTONLINE
Failed in folder "Outgoing messages" (16e0337f-d5d7-4890-a249-c44f7117ce0b)

[01/07/2015 08:39:21.296](4972){err}{updater} In UpdaterCore\UpdaterCore.cpp:439 (UpdateCore::internalDownload)
[#3] (6EA0) Check for update fails: Check failed (couldn't connect to host)

[01/07/2015 08:39:59.251](6928){err}{notif} In DbServer\DbNotificationEngine.cpp:470 (CDbNotificationEngine::AS_unsubscribe)
[#4] (6EA0) Cannot unregister subscription: cookie 235 not found
HRESULT: 0x8004010f MAPI_E_NOT_FOUND

[01/07/2015 08:41:09.421] ******* END ******* Common log has just finished

[01/07/2015 08:41:09.421] ******* END ******* "Kerio.32217A58-85DB-4FA3-B146-851EC3B46EA0" profile log has just finished

[01/07/2015 08:41:09.421] ***** CLOSING ***** Closing Log

[01/07/2015 09:29:50.746] ****** START ****** "Kerio.32217A58-85DB-4FA3-B146-851EC3B46EA0" profile log has just started (KMS.KOFF86 8.5.1.4597)(profile created at (D.M.Y H:M:S) 23.6.2015 14:2:8)

[01/07/2015 09:29:50.746](212){err}{notif} In DbServer\DbNotificationEngine.cpp:470 (CDbNotificationEngine::AS_unsubscribe)
[#1] (6EA0) Cannot unregister subscription: cookie 239 not found
HRESULT: 0x8004010f MAPI_E_NOT_FOUND

[01/07/2015 09:31:44.486] ******* END ******* "Kerio.32217A58-85DB-4FA3-B146-851EC3B46EA0" profile log has just finished

[01/07/2015 09:31:44.487] ***** CLOSING ***** Closing Log

[01/07/2015 09:46:49.489] ****** START ****** Common log has just started (KMS.KOFF86 8.5.1.4597)

[01/07/2015 09:46:49.489](6808){err}{updater} In UpdaterCore\UpdaterCore.cpp:439 (UpdateCore::internalDownload)
[#1] (common) Check for update fails: Check failed (couldn't connect to host)

[01/07/2015 09:47:10.678] ****** START ****** "Kerio.32217A58-85DB-4FA3-B146-851EC3B46EA0" profile log has just started (KMS.KOFF86 8.5.1.4597)(profile created at (D.M.Y H:M:S) 23.6.2015 14:2:8)

[01/07/2015 09:47:10.678](3012){err}{communication} In SCProvider\Communicator.cpp:268 (Communicator::checkAndLogResult)
[#1] (6EA0) POCO Exception Timeout : (Request info: Server Ping) (Response info: status = 0 ) (Original result = 0x80044001)

[01/07/2015 09:47:12.004](1504){err}{scp-worker} In SCProvider\Worker_folder.cpp:200 (SyncRequestFolder::processSyncFolder)
[#2] (6EA0) Exception of class HResultException: SCProvider\Worker_folder.cpp(68), SyncRequestFolder::processSyncFolder:
0x80042004 KOFF_E_NOTONLINE
Failed in folder "Outgoing messages" (16e0337f-d5d7-4890-a249-c44f7117ce0b)

[01/07/2015 09:47:31.785](6952){err}{updater} In UpdaterCore\UpdaterCore.cpp:439 (UpdateCore::internalDownload)
[#3] (6EA0) Check for update fails: Check failed (couldn't connect to host)

[01/07/2015 09:47:43.002](796){err}{notif} In DbServer\DbNotificationEngine.cpp:470 (CDbNotificationEngine::AS_unsubscribe)
[#4] (6EA0) Cannot unregister subscription: cookie 235 not found
HRESULT: 0x8004010f MAPI_E_NOT_FOUND

[01/07/2015 09:49:33.437] ******************* Common log

[01/07/2015 09:49:33.437](5336){err}{updater} In UpdaterCore\UpdaterCore.cpp:439 (UpdateCore::internalDownload)
[#2] (common) Check for update fails: Check failed (couldn't connect to host)

[01/07/2015 09:49:54.529] ******************* "Kerio.32217A58-85DB-4FA3-B146-851EC3B46EA0" profile log

[01/07/2015 09:49:54.529](1148){err}{communication} In SCProvider\Communicator.cpp:268 (Communicator::checkAndLogResult)
[#5] (6EA0) POCO Exception Timeout : (Request info: Server Ping) (Response info: status = 0 ) (Original result = 0x80044001)

[01/07/2015 09:50:10.949](796){err}{notif} In DbServer\DbNotificationEngine.cpp:470 (CDbNotificationEngine::AS_unsubscribe)
[#6] (6EA0) Cannot unregister subscription: cookie 374 not found
HRESULT: 0x8004010f MAPI_E_NOT_FOUND

[01/07/2015 09:50:15.709](3176){err}{updater} In UpdaterCore\UpdaterCore.cpp:439 (UpdateCore::internalDownload)
[#7] (6EA0) Check for update fails: Check failed (couldn't connect to host)

[01/07/2015 09:50:16.068] ******* END ******* Common log has just finished

[01/07/2015 09:50:16.068] ******* END ******* "Kerio.32217A58-85DB-4FA3-B146-851EC3B46EA0" profile log has just finished

[01/07/2015 09:50:16.068] ***** CLOSING ***** Closing Log

[01/07/2015 09:50:39.369] ****** START ****** Common log has just started (KMS.KOFF86 8.5.1.4597)

[01/07/2015 09:50:39.369](5104){err}{updater} In UpdaterCore\UpdaterCore.cpp:439 (UpdateCore::internalDownload)
[#1] (common) Check for update fails: Check failed (couldn't connect to host)

[01/07/2015 09:51:00.474] ****** START ****** "Kerio.32217A58-85DB-4FA3-B146-851EC3B46EA0" profile log has just started (KMS.KOFF86 8.5.1.4597)(profile created at (D.M.Y H:M:S) 23.6.2015 14:2:8)

[01/07/2015 09:51:00.474](4564){err}{communication} In SCProvider\Communicator.cpp:268 (Communicator::checkAndLogResult)
[#1] (6EA0) POCO Exception Timeout : (Request info: Server Ping) (Response info: status = 0 ) (Original result = 0x80044001)

[01/07/2015 09:51:01.566](4152){err}{scp-worker} In SCProvider\Worker_folder.cpp:200 (SyncRequestFolder::processSyncFolder)
[#2] (6EA0) Exception of class HResultException: SCProvider\Worker_folder.cpp(68), SyncRequestFolder::processSyncFolder:
0x80042004 KOFF_E_NOTONLINE
Failed in folder "Outgoing messages" (16e0337f-d5d7-4890-a249-c44f7117ce0b)

[01/07/2015 09:51:21.675](6936){err}{updater} In UpdaterCore\UpdaterCore.cpp:439 (UpdateCore::internalDownload)
[#3] (6EA0) Check for update fails: Check failed (couldn't connect to host)

[01/07/2015 09:53:30.587](796){err}{notif} In DbServer\DbNotificationEngine.cpp:470 (CDbNotificationEngine::AS_unsubscribe)
[#4] (6EA0) Cannot unregister subscription: cookie 235 not found
HRESULT: 0x8004010f MAPI_E_NOT_FOUND

As soon as I copied the log, re-launched outlook it just worked. I have the add-ins turned off for Symantec.

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ksnyder (KERIO)

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Did you also create folder exclusions on Symantec? http://forums.kerio.com/t/26181//

Ken Snyder
Director, Sales Engineering | Kerio
Stay Connected Anytime, Anywhere. Discover Kerio Cloud!
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jsnyder

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Symanetc is not running on these items. I have continued to have this issue with these users. I Cannot find anything in the server debug logs that looks like an error. The client debug is a different story. Can someone help with this?
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jsnyder

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My issue is becoming more and more wide spread. I have a mixed environment, Mac & PC, desktop & laptop, wireless & wired. I have two DCs. Kerio is a DC with DNS running on it as a secondary DNS server.

The KOC goes offline and during that time webmail and the admin console are not available. I have debug logs from two different clients. One is wireless one is wired.

Webmail is available using the IP of the server (even when not available via the host name), however when I am on my Mac laptop, my outlook and KOC stay on constantly. So it isn't an availability issue, since others can connect at the same time that some cannot. I need some resolution on this. Any help would be appreciated.
MarkK

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When this happens, are you able to ping the KC server successfully using both the Hostname and the IP address? Since you are able to access the server by IP address, and not hostname, makes me think of a DNS issue happening on some of the local machines. When it happens, are you able to access other resources on the KC server using both hostname and IP address?

Have you tried flushing the local DNS cache? Maybe the DNS servers' cache? Is there any security software on the server that is maybe putting up a block? Not recommended to do this for any long period of time, but disabling any workstation security software to see if it is blocking even though it may not log that it is.

aplawrence.com/Kerio/troubleshooting.html has a few suggestions for Kerio Connect problem
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