Home » Kerio User Forums » Kerio Connect » Outlook 2010 + KOFF very slow(freezing) loading/searching

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A customer of us has Kerio connect (8.5.3) installed on a Windows Server 2012R2 server.
There are 15 mailboxes currently in use and all of them have got the same problem which is:

Sometimes when starting outlook, it hangs at "Loading profiles" (takes +15 min). When you kill it a few times and start outlook in safe mode (which is sometimes also this slow, so it looks like that the connector is not the problem in the slow boot) and than again in normal mode; it will eventualy load fast(10 seconds). But this is, offcourse, not very user friendly for our customer.
Searching is sometimes also very slow; some times it freezes Outlook and it takes for like 20 minutes to return the results.
But if you do another search a few seconds after that (searching something else, unique) than its quite fast again.
It looks like; everything that loads for the first time after the computer boots or when the computer is not used for a while is very very slow.

What did we do?
-We disabled all plugins in outlook except kerio
-We enabled synchronizing all the attachments
-Windows Search indexer disabled on outlook folders
-Replaced the server name (where the connector connects to) for an IP-address (to exclude DNS problems)
-We also looked into the logs, but we didnt find any suspicious.
-Disabled antivirus (trend micro)

What kind of clients do we have
-MS Windows 7 (Intel i5, 8GB memory)
-Outlook 2010
-2 Kerio emailaccounts configured per Outlook + 1 POP account (not popping, but only used for sending through a specific mailaddress. I know it sounds creepy, but thats what the customer wants...)

What did we find suspisicious..
-When outlook starts and hangs at "loading profile" and kill the koff.exe process, it immediatly loads the Outlook (but without any content... no emails etc.)

We also have terminal server with 2 accounts (Server2012R2 with outlook 2013). Its the only computer that doesnt have this problem.

We are trying to switch from Exchange to Kerio for other customers also, but this is not really the results we've expected for a complete new environment.
Does anyone have a suggestion to fix/troubleshoot this problem?
Bud Durland

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Make sure there is no firewall or proxy in the mix. KOFF communicates with the server via HTTP(s), so you need to make sure communication between the client and server is not intercepted.

If you can, as an experiment, add more RAM to a 'test' workstation. We've solved quite a few KOFF performance issues with RAM.

Finally, you might try installing the KOFF version 9.0 connector. We ave a couple machines here in that config (left over from testing a 9.0 upgrade). The newer connector seems to work just fine with out 8.5.3 server.

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Thank you very much for your help so far Smile

We will check the performance with Windows Firewall disabled and the connector of Kerio 9.
I hope it helps, because we are out of ideas. We already contacted some Kerio pro's by phone and found out about the limit of mails per folder. (one inbox everyone has has 45.000 items in it, so we reduced this to less than 5000, but still no luck).

I will let you know if your suggestions helped,

To be continued...
Pavel Dostal (Kerio)

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Although it shouldn't take so long, it is expected behavior that first search is longer than the subsequent ones (database is loaded in memory now).

Nevertheless with so huge difference, there must be some other factor in effect. Is it possible that you have really slow disk access? Other possibility - huge mailbox - is unlikely as there wouldn't be second search much faster than the first one.

Amount of memory can be important, however it depends on the size of mailboxes (technically on the cumulative size of KOFF local cache). With some 2-3 GB of local cache in profile should be 8GB of memory enough. With larger mailboxes you can gain from more memory. Nevertheless it is not important for Outlook initialization and/or first search.

I recommend to try to switch Outlook to offline from some other profile. Then try to start Outlook with Kerio Outlook Connector. Outlook starts in offline, so there shouldn't be any connection to Connect and you can exclude the possibility that the slow start is caused by communication between KOFF and Connect.

Pavel Dostal
Kerio Technologies

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Has someone got an solution?

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Test the storage performance on your server. I've always found that an upgrade to the speed/performance of storage on the server results in faster KOFF performance on the end-user side of things.

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No, I'm sorry, we are still investigating and tried a lot of things. I noticed that when using Office 2013 or later, you can connect using active sync without the Koffbackend connector. (most of the users of our customer are using 2010 though). Koffbackend is constantly using a lot of processing power. Even when you don't touch Outlook for 20 minutes. When I set Outlook in offline mode it respons quick again. Our customer is continuously complaining about a freezing Outlook. (20 clients need to restart it +/-20 times a day)

Maybe you are lucky with one of the following steps, or did you already try those?

1. First, delete your Outlook profile, and create a new one. Only add the Kerio Outlook Connector account. Do not add any other accounts including POP or IMAP. This is known to solve many strange Outlook problems including hangs.
2. In Outlook, go to Tools-->Options-->Other-->Advanced Options. Click on Add-In Manager. Uncheck everything except for "Kerio Outlook Connector UI Extentions" then choose OK. Click on "COM Add-Ins" and be sure nothing is in there except perhaps the "Kerio Synchronization Add-In."
3. Be absolutely certain that the "Kerio Outlook Connector Store" is the default delivery location in Outlook. If it is not, then it is not supported.
4. Be sure you are not using the Google Desktop Search. This will work, but it can cause long hangs if there are large folders in Outlook.
5. Do you have AVG antivirus installed? This is known to cause Outlook hangs. Disabling email scanning is adequate to stop this from happening.
6. Do you have some other form of antivirus installed? Uninstall it on the most problematic workstations in your network (for most customers, there are only a few really problematic users in the network).
7. Always repeat step 1 as necessary. When you make a lot of changes as in the other steps, sometimes it becomes necessary to create a new profile again.

Crying or Very Sad
This is the first time we did Kerio and having a real bad experience and a bad customer. I think this is the first and last time we used Kerio as a e-mail solution.
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