Your mailbox has been temporarily moved (MAPI)

Problem reported by Robert Simpson - 1/25/2020 at 10:15 AM

Submitted

This keeps happening to me on my one and only activated MAPI account. It's been going on for a few recent versions up to and including the latest beta 7327.

Seems like any time my Outlook loses connection with the server, I end up with this. After I get it, nothing works until I delete my MAPI account and re-create it.

If I "Use Temporary Mailbox", I can see nothing. If I "Use Old Data" I can see my OST, but Outlook is "Working offline".

22 Replies

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Robert Simpson Replied

1/25/2020 at 10:31 AM

I can't even get logs at this point. Outlook brings up this prompt immediately, and even with MAPI logging set to Detailed in SM, I get nothing in my logs no matter which option I choose.

Larry Duran Replied

1/27/2020 at 7:11 AM

Employee Post

Hey Robert, if you're not seeing anything in the mapi logs then it's not hitting our mapi server. I'd try the following steps and see if things start to work better.

Remove the profile from Outlook.
Remove mapi as a connected device from the connectivity tab.
Delete all files and folders under "C:\Users\YOUR_USER_NAME\AppData\Local\Microsoft\Outlook".
Create your profile in Outlook again and see if it starts working again.

Larry Duran
Product Manager
SmarterTools Inc.
www.smartertools.com

Robert Simpson Replied

1/27/2020 at 7:50 AM

You are correct. That is the *only* way to fix the problem. Except, I am having to do this 2x a week. This doesn't happen on my work Exchange account (which is also in my accounts list in Outlook). Just my SM account.

Larry Duran Replied

1/27/2020 at 8:39 AM

Employee Post

Normally we've just been telling people to remove their connection from the connectivity tab. We haven't been mentioning to delete the Outlook temp files. This has been the first report on this issue so let's see if my suggestions above help at all first. If it's still occurring then we can take a deeper look at the issue.

Larry Duran
Product Manager
SmarterTools Inc.
www.smartertools.com

Robert Simpson Replied

1/27/2020 at 9:10 AM

I don't delete the temp files, I just delete and re-create the account, and that's all that I need to do. Except, I need to keep doing it over and over. It seems like it's related to the service stopping and restarting, or upgrading, or perhaps those are just coincidences. I will try and see if I can force it to occur to give you guys some more clarity.

Larry Duran Replied

1/27/2020 at 9:52 AM

Employee Post

Hey Robert I would still follow the steps I provided and delete the temp files. I've seen cases where removing the profile doesn't always remove the corresponding .ost file. This way we can eliminate the .ost file as a possible issue.

What version of Outlook are you using? Maybe that's playing a role in all of this.

Larry Duran
Product Manager
SmarterTools Inc.
www.smartertools.com

Robert Simpson Replied

1/27/2020 at 11:01 AM

Outlook, Office 365 version, build 1912 v12325.20344 (Click to run)

Larry Duran Replied

1/27/2020 at 11:18 AM

Employee Post

Ok thanks. That's the same version I use to access my smartertools.com account.

Larry Duran
Product Manager
SmarterTools Inc.
www.smartertools.com

Robert Simpson Replied

1/27/2020 at 1:53 PM

I've hit this again today. Once it happens, Outlook no longer even tries to talk to my Smartermail server. At all.

I monitored with procmon, fiddler ... Outlook will hit my work outlook.com account, but will never again even try contacting my smartermail server until I delete the account and recreate it.

Robert Simpson Replied

1/27/2020 at 2:05 PM

Here's another thing... With Outlook closed, I go to Control Panel->Mail. When I open the Mail control panel item and click on "Email Accounts ..." it also pops this Microsoft Exchange dialog box. If I hit Cancel on it, I have to hit Cancel about 5-6 times before it will bring up the Accounts screen. If I hit "use temporary mailbox" it will hit the Outlook.com IP address, but not smartermail's account.

Larry Duran Replied

1/27/2020 at 3:42 PM

Employee Post

Hey Robert, it sounds like you're running into Microsoft's accompli.net autodiscover caching system. This is common for user's who are on the O365 version of Outlook. Try following the steps in this KB and see if things start to work better for you, https://portal.smartertools.com/kb/a3496/outlook-for-windows-always-attempts-to-connect-to-office-365.aspx .

Larry Duran
Product Manager
SmarterTools Inc.
www.smartertools.com

Robert Simpson Replied

1/27/2020 at 9:18 PM

Problem persists even after the fix. Recreating the account for the second time today.

Larry Duran Replied

1/28/2020 at 7:01 AM

Employee Post

Hey Robert, do you have Fiddler installed on the machine that has Outlook? Getting a Fiddler capture of the traffic might help us understand what Outlook is trying to do. If you need info on how to install it or set it up I can provide that information.

Larry Duran
Product Manager
SmarterTools Inc.
www.smartertools.com

Robert Simpson Replied

1/28/2020 at 7:36 AM

I monitored with procmon, fiddler ... Outlook will hit my work outlook.com account, but will never again even try contacting my smartermail server until I delete the account and recreate it.

Robert Simpson Replied

1/28/2020 at 8:05 AM

... and once again, having to recreate the account after deleting everything in the Outlook folder (except my work OST file) this morning.

This time I took a backup of my Outlook folder, however. Check this diff out ... On the left is the newest autodiscover XML file, and on the right is the backup I made last night.

Why, with the registry key set as you described earlier, would it be screwing up the XML file?

In case it's not obvious -- the new XML file on the left contains all office365 stuff, and the one on the right is my original XML file with my smartermail server.

Right-click the above image and open in a new tab to see it full-size.

Where's it even getting this stuff on the left?

Even if I change the XML files back, it still won't go back to connecting again.

Robert Simpson Replied

1/28/2020 at 8:12 AM

I'm also noticing that on the smartermail web interface, some of my sent items are missing. I know I sent the e-mails, but Outlook didn't sync them to the server??

Robert Simpson Replied

1/28/2020 at 8:26 AM

Confirmed the missing e-mail. Using MAPI, I have at least one e-mail I sent, that the recipient later replied to, that does not appear online in my Sent Items folder in the web, nor does it appear when I recreate my Exchange MAPI account for Outlook.

Larry Duran Replied

1/28/2020 at 8:33 AM

Employee Post

Can you get me the Fiddler trace?

Larry Duran
Product Manager
SmarterTools Inc.
www.smartertools.com

Robert Simpson Replied

1/28/2020 at 8:37 AM

Of which thing? The fiddler trace shows no activity at all before the error popup temporary mailbox thing appears.

I think the only way I might be able to catch this is if I make sure I run fiddler before running Outlook every time.

Larry Duran Replied

1/28/2020 at 8:39 AM

Employee Post

Hey Robert, you are correct. Start Fiddler and let it run. When you get the error in Outlook then you can stop the Fiddler capture and toss that my way.

Larry Duran
Product Manager
SmarterTools Inc.
www.smartertools.com

Robert Simpson Replied

1/28/2020 at 9:17 AM

To be clear -- once this error occurs and I close out of Outlook, run Fiddler, then re-run Outlook, I get zero fiddler entries. Outlook bombs with the error immediately.

So I was saying the only way I think to catch this is to make sure I run fiddler every time I open Outlook instead of after the error occurs the first time.

Larry Duran Replied

1/28/2020 at 9:33 AM

Employee Post

Hey Robert. That is what I want you to do. Remove the profile like you normally do, start up Fiddler so that it's capturing the traffic, create your Outlook profile, and continue to run it until you get the error. You can configure Fiddler to only save the last X amount of session calls so you don't have to worry about the trace getting too big. I normally have mine set to keep the last 5000 sessions.

Larry Duran
Product Manager
SmarterTools Inc.
www.smartertools.com

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