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Poor Outlook performance after 365 migration

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#1 StrikedOut

StrikedOut

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  • Joined: 09-December 08
  • Location: Southampton

Posted 08 May 2014 - 13:39

Hi All.

We have just completed a migration from an old IMAP service to Office 365 and all in all it went pretty well. We do however have 2 users that are having issues with Outlook, when they open it up it hangs on the opening screen while loading the profile. To make things a little interesting, the moment I connect using TeamViewer everything springs to life and it works perfectly well until I disconnect where it freezes again.

In troubleshooting this, I have done the following.
- Paused and also exited our antivirus (Kaspersky Endpoint)
- Removed Kaspersky and checked Windows Firewall. Endpoint 8 seems to cause issues with the authentication process but 10 is fine.
- Removed TeamViewer
- Separated one of the laptops and connected it to a high speed internet connection (my home) to see if the issue was bandwidth.
- Uninstalled all Office products and re-installed from 365 portal but the uninstall tool for 365 doesn't seem to remove all registry entries
- Repair from source for the 365 install

None of the above worked. I then tested in safe mode (/safe) which it worked fine. I then worked through the other 4 safe mode options and the only one that worked is the first one. So first mode disables extensions, reading pane and toolbar customisations. This is a clean install so no toolbar customisations, the reading pane is disabled in /safe:1 so I don't think this is the issue and I disabled all extensions and tried in normal mode but it still wont open.

Can anyone else suggest anything else?


#2 Anibal P

Anibal P

    Neowinian

  • Tech Issues Solved: 1
  • Joined: 11-June 02
  • Location: Waterbury CT
  • OS: Win 8.1
  • Phone: Android

Posted 08 May 2014 - 13:48

No experience with 365, but when you migrated them over did you use any .OST files? And if you did have you tried recreating their outlook profile from server or scratch? In our environment, exchange, that ususally fixes most slowness or lockup issues, also did these users use PSTs? Might be another angle to check out



#3 episode

episode

    Neowinian Fanatic

  • Tech Issues Solved: 3
  • Joined: 11-December 01

Posted 08 May 2014 - 13:52

Do these users have an exceptional amount of mail?

 

Are the DNS entries set manually?

 

Does event viewer say anything?



#4 OP StrikedOut

StrikedOut

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  • Joined: 09-December 08
  • Location: Southampton

Posted 08 May 2014 - 13:57

Both users had IMAP accounts and these were backed up to pst. I had deleted and recreated the ost and also the profile for one of the users and the results were still the same. Something else of note is that Excel and Word didn't seem to like files that required enable editing to be selected for editing. Turn the protected mode off and they are fine too. Unfortunately I can use a tool like revo to remove the registry settings and install from scratch again as I think this may help to fix things.

Previously both users had 2010 installed which has now been removed.

Do these users have an exceptional amount of mail?
 
Are the DNS entries set manually?
 
Does event viewer say anything?

One did, the other didn't. the one with the small data file was the one I took home to work on and when the backup had synced to the cloud it still wouldn't work.

All DNS entries have been double checked and are correct. All other users are picking up autodiscover and are connecting to the Exchange server

Event viewer doesn't see show anything regarding the hang or poor performance.

#5 episode

episode

    Neowinian Fanatic

  • Tech Issues Solved: 3
  • Joined: 11-December 01

Posted 08 May 2014 - 14:03

Have you tried loading one of the accounts on a different PC to see if it works correctly there?

 

As to the settings in Word:

http://support.microsoft.com/kb/822005

 

Since some of the settings are shared between the suite, it might fix issues inside Outlook as well.



#6 OP StrikedOut

StrikedOut

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  • Joined: 09-December 08
  • Location: Southampton

Posted 08 May 2014 - 14:27

Have you tried loading one of the accounts on a different PC to see if it works correctly there?
 
As to the settings in Word:
http://support.microsoft.com/kb/822005
 
Since some of the settings are shared between the suite, it might fix issues inside Outlook as well.

Not tried loading the accounts into another PC, will try that soon.

Will also run that fix it on one of the faulty laptops and see if it helps.