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A few users unable to reset Out of Office Message after update to Exchange 2010 SP1

A few users unable to reset Out of Office Message after update to Exchange 2010 SP1

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  #1  
Old 27th January 2011, 20:18
jediloki jediloki is offline
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Default A few users unable to reset Out of Office Message after update to Exchange 2010 SP1

To start, have only gotten reports of this happening to a 3-4 people at this point out of 3000+ users. I have tested on several accounts, and do not see a similar issue on those accounts...the Out of Office Message works as intended.

The problem appears to be that these users had an Out of Office Message set prior to the update, and it was active during the update.
We have been running on Exchange 2010 since early August 2010, were running on rollup 4.
We updated to SP1 and applied rollup 2 early January 2011.

Since the update, these few users can not seem to turn off their Out of Office Messages. Both Outlook and Outlook Web Access show the messages as being turned off.

If we have the users turn the message back on and change the message (using either Outlook or Outlook Web Access), the message shows changed in the other, so appearances look as if the message is active and changed.

However, users sending mail to these users are still getting the older Out of Office message, provided they had not already gotten the message previously. So despite what Outlook and Outlook Web Access shows for the message content and status, the previously set message is being used and is still triggered as active within Exchange.

I have downloaded MFCMapi, and looked at one of the affected user's mailboxes, following the instructions noted here:
http://support.microsoft.com/kb/924297 (albeit this shows for Outlook 2003, and the users are using either Outlook 2007 or 2010), and tracked down the path shown.

I see several instances of the incorrect/outdated Out of Office Message with Message Class of:
IPM.Note.Rules.ExternalOofTemplate.Microsoft and IPM.Note.Rules.OofTemplate.Microsoft, as well as even one that appears to be from an earlier Out of Office Message. But I do not see any indication of the updated one we tried to use updating through Outlook or Outlook Web Access, and which is shown as the "set" message for both.

The Microsoft support doc only notes deleting messages with the IPM.Rule.Message class, none of which are applicable with the Out of Office Message being used.

Is it safe to delete these incorrect Out of Office Messages, even though the message class types are not what are mentioned in the doc?
  #2  
Old 28th January 2011, 00:05
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Default Re: A few users unable to reset Out of Office Message after update to Exchange 2010 S

This is quite common, although I haven't used the method that you have.
The easiest way is to disable OOTO in OWA. Wait 15 minutes for that to be fully reflected in Exchange.
Then start Outlook with the /cleanrules switch. That resets the rules engine - as OOTO is just another rule. You should then be able to configure OOTO correctly.

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  #3  
Old 28th January 2011, 00:45
jediloki jediloki is offline
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Default Re: A few users unable to reset Out of Office Message after update to Exchange 2010 S

Have turned the Out of Office message on in OWA (it too was showing it off), putting a new message for the Out of Office Message; waited 30 minutes, launched Outlook with /cleanrules.

Turned Out of Office Message off in Outlook.

No change in behavior, users sending a message to the user for the 1st time still get the old message.

MFCMapi still shows the old message for the user.

Per another forum's suggestions, with a different user having the same problem, we have:
1) ran /cleanrules as well (no change)
2) Moved their mailbox to another message store. Launched Outlook with /cleanrules (no change)
3) Used MFCMapi to remove entries with the IPM.Note.Rules.OofTemplate.Microsoft class following the document noted for path.

This has resulted in some change in behavior. The "old" Out of Office Message is no longer being sent for the user. If the user updates the Out of Office Message and turns it back on, then users composing a message to them using either OWA or Outlook 2010 see the helpful popup message showing the new Out of Office message that the user set. However, when a message is then sent to the user in question, no actual Out of Office message is sent to them.

So I have one user now that is "better" than they were before in that Out of Messages are not being sent when they should not, but they also are not being sent when they should.
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Old 28th January 2011, 01:07
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Default Re: A few users unable to reset Out of Office Message after update to Exchange 2010 S

Hi,

note that for oof will be sent out once in 12hr for same sender. If sender sends an email to a user with oof turned on he will get back receive oof however if the sender sends it again within 12hrs he won't.
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  #5  
Old 28th January 2011, 01:11
jediloki jediloki is offline
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Default Re: A few users unable to reset Out of Office Message after update to Exchange 2010 S

Quote:
Originally Posted by v-2nas View Post
Hi,

note that for oof will be sent out once in 12hr for same sender. If sender sends an email to a user with oof turned on he will get back receive oof however if the sender sends it again within 12hrs he won't.
I am testing with multiple "test" accounts just for that scenario...using a different account to send another message as changes are made just to be sure that the message is being sent from an account that has not sent a message to the user in question and have gotten a previous Out of Office Message from that user.
  #6  
Old 17th February 2011, 18:50
jediloki jediloki is offline
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Default Re: A few users unable to reset Out of Office Message after update to Exchange 2010 S

This ended up being a lingering schema entry for an old public folder.
We had public folders only for the Out of Office capability from Exchange 2000, and then 2003, and wanted to phase it out in Exchange 2007, but still had clients on Outlook 2003 and had not been able to.

When we moved to Exchange 2010, we did remove public folders, and apparently RTM Exchange 2010 did not have an issue with some schema entries noting a non existent public folder, and Out of Office Messages worked fine. Apparently SP1 did.

Removing the schema entries for the public folder reference on the old non existent Exchange 2007 server, and rebooting the Exchange 2010 mailbox servers resolved the problem.

All of the accounts in question had been around since Exchange 2000-2003 times. Once the public folder reference was removed, and servers rebooted, these accounts all had their Out of Office messages completely blanked out.
All are now able to set a new Out of Office message and have it work as expected.
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