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Bud Durland

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Over the past 6 weeks or so, we have seen a significant increase in problems with the KOFF cache. The symptom is that OutLook will not start (usually complaining about not finding the default folders). Going into Control Panel / Mail and clearing the KOFF cache takes care of the problem.

We are using KC 8.5.3, hosted on Debian. The end users are MSOffice 2010.

This used to be a 'once in a while' type of problem, but now we are seeing it several times a week. I can't find any commonality among the problem computers, and once the cache is rebuilt, the problem doesn't appear to come back. It also doesn't seem to be related to size of the user's mail store, although all could be considered large-ish (> 700MB)

I'm just wondering if anyone else has seen this, and if they discovered a cause/fix.

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Pavel Dostal (Kerio)

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Such error for previously working profile is a rare issue and it is most likely caused by a database corruption. However, as database corruption is mostly caused by an hardware failure, it would be strange that is started in the same time on more PCs.

You can probably find more info about the issue in KOFF debug.log on client machines ('%localappdata%\Kerio\Outlook Connector\debug.log'). If you are not able to get any useful info from the log file, I recommend you to contact Kerio Tech Support for assistance.


Pavel Dostal
Kerio Technologies
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ComputerBudda

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If the error, can't open default folders is in fact a cache corruption issue, it is getting worse. In a 70 user installation I was seeing that once every 3-4 months and now I'm seeing it at least once a month. My solution was to wipe the profile and recreate it and that does work.
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Pavel Dostal (Kerio)

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The data corruption is not the only possible reason. Nevertheless the real reason will be probably visible in the log.

I'm not sure if I understood correctly. Do you see the issue once per month for many(every) user, or just once per month, each time for different user?

Pavel Dostal
Kerio Technologies
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ComputerBudda

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random users, seldom the same user twice.
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Bud Durland

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Pavel Dostal (Kerio) wrote on Tue, 12 April 2016 03:57
Such error for previously working profile is a rare issue and it is most likely caused by a database corruption. However, as database corruption is mostly caused by an hardware failure, it would be strange that is started in the same time on more PCs.


This is what prompted my post. Such corruptions used to be rare, now they are not. there is no other evidence that this is a hardware failure. So, I'm looking for some other factor -- an update from Microsoft, certain combinations of message length or store size, etc.

Quote:
You can probably find more info about the issue in KOFF debug.log on client machines ('%localappdata%\Kerio\Outlook Connector\debug.log'). If you are not able to get any useful info from the log file, I recommend you to contact Kerio Tech Support for assistance.


The problem with looking at the debug log for help is that it is incredibly chatty (although I suppose that is the nature of a debug log), and full of red herrings. I had absolutely no trouble with my Outlook yesterday, yet here are the last four entries in my (92 Megabyte!) debug file. Whitespace reduced to improve readability.:

[11/04/2016 10:11:42.282](4368){err}{database} In DbServer\DbTable.cpp:730 (CDbTable::AS_findRow)
[#571] (8363)  Exception of class HResultException: DbServer\DbTable.cpp(665), CDbTable::AS_findRow:
  0x8004010f MAPI_E_NOT_FOUND: Invalid InstanceKey
  HRESULT: 0x8004010f MAPI_E_NOT_FOUND

[11/04/2016 11:02:53.041](4368){err}{database} In DbServer\DbTable.cpp:730 (CDbTable::AS_findRow)
[#572] (8363)  Exception of class HResultException: DbServer\DbTable.cpp(665), CDbTable::AS_findRow:
  0x8004010f MAPI_E_NOT_FOUND: Invalid InstanceKey
  HRESULT: 0x8004010f MAPI_E_NOT_FOUND

[11/04/2016 11:27:14.325](4368){err}{database} In DbServer\DbTable.cpp:730 (CDbTable::AS_findRow)
[#573] (8363)  Exception of class HResultException: DbServer\DbTable.cpp(665), CDbTable::AS_findRow:
  0x8004010f MAPI_E_NOT_FOUND: Invalid InstanceKey
  HRESULT: 0x8004010f MAPI_E_NOT_FOUND

[11/04/2016 12:12:45.588](6152){err}{mapi-interface} In StoreProvider\MAPIFolderImpl.cpp:1061 (MAPIFolderImpl::GetMessageStatus)
[#574] (8363) Exception of class HResultException: StoreProvider\MAPIFolderImpl.cpp(1059), MAPIFolderImpl::GetMessageStatus:
  0x8004010f MAPI_E_NOT_FOUND


They look like errors to the casual observer, but are they real?


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Pavel Dostal (Kerio)

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Try to check your debug logs for the string 'Transactions count exceeded.' Such message is typical for an error that can cause described behavior.

Pavel Dostal
Kerio Technologies
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Pavel Dostal (Kerio)

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Outlook makes many calls that KOFF can't respond successfully. Any such call is logged by KOFF, because KOFF is not able to distinguish if it a real issue or Outlook can handle the error response and tries some other way.

Errors from your log are those that doesn't affect Outlook visibly. Outlook tries to find messages in KOFF according to id that is not from KOFF and we don't know why. However it works, so we can ignore them.

Because of similar issues it requires a lot of experience to analyze KOFF debug log and it is the reason why I recommended contacting Tech Support

Pavel Dostal
Kerio Technologies
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Bud Durland

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Pavel Dostal (Kerio) wrote on Tue, 12 April 2016 08:47
Because of similar issues it requires a lot of experience to analyze KOFF debug log and it is the reason why I recommended contacting Tech Support


And the fact that I only get two such contacts a year motivates me to make sure it's not something I can cure myself before I do so.
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Pavel Dostal (Kerio)

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I understand and I take it always into account when I give such recommendations. Although it is never 100%, I recommend contacting Kerio Tech Support just in the cases when there is a big chance it is a Kerio bug. Support incidents caused by Kerio bugs are not paid.

Pavel Dostal
Kerio Technologies
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