Q

Outlook 2003 hang problem

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I'm running Exchange 5.5 on Windows NT 4.0/sp6a and Outlook Web Access (OWA) on a Windows 2000 Advanced Server running IIS 5.0. We are implementing Outlook 2003 on some computers and have applied the Microsoft Patch for the OWA regarding the Outlook 2003 hang. The problem is OWA still hangs and will not restart the W3SVC (World Wide Web Publishing Service) without rebooting. Do you know of any other fixes, other than upgrading to Windows...

2000 and Exchange 2000 or 2003? I am assuming you mean that you installed the patch described in Microsoft Knowledge Base article 818709, "Outlook Web Access Stops Responding When You Try to Access a Mailbox on an Exchange 5.5 Computer."

Given that you applied the patch and are still have the same issue, it could be one of three things:

  • You were not really experiencing the issue described in the KB, but instead were experiencing an issue with the same symptoms but with a different cause.
  • You really were experiencing the issue but the patch installation was not complete and therefore you are not seeing the fix in your environment.
  • You really were experiencing the issue but the patch does not correct it in all cases.

I did some research but was unable to find any other customers that applied this patch but did not have their problem resolved. I did find one case where a PSS engineer also recommended installing the patch described in http://support.microsoft.com/?id=822689.

First, I would examine the file system on your OWA server and verify that the versions of the files listed in 818709, are correct and installed on your system. If they are, you might want to contact Microsoft and let them know that the patch did not resolve your problem.

As an aside, you should never have to reboot a system to get IIS to recycle. First, if IISRESET does not work you, you can always kill the INETINFO process, which would cause IIS to restart itself. The rule to remember here, though, is never kill IIS after making any changes to your metabase. Doing so could not only lose those changes, but also trash your metabase.

This was first published in April 2004

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