Emails sent from Outlook in Citrix session are getting stuck in the outbox of the local copy of Outlook

Hi Cara,

To better assist you, kindly answer the following questions:

• Have you tried running the Office Repair?
• Have you tried sending Outlook emails outside Citrix? Were you able to send emails?
  
• When you logged in to Outlook.com, were you able to see the emails in the Outbox folder?

We look forward to your prompt response.

Hello,

We have run many repairs on Office, have re-installed office and have transitioned to a different citrix environment (all citrix servers were replaced with new 2012 servers) and replaced a number of PCs we have also reproduced this issue on multiple machines to confirm there isn't a "bad" citrix server, or just a wonky PC. we have created many new mail profiles on both the PCs and in the citrix environment.

When people use the local version of outlook and the pc is connected to the network the message is sent immediately. 

when we logged on to outlook.com the stuck email was not visible in any folder, junk, outbox, sent items or drafts. The only way we could view the stuck message was by opening the local copy of outlook with the network disconnected, if we were to open the local copy of outlook with the network connected the message will immediately send and be received by the recipient.

We've also checked that the users haven't inadvertently set delay delivery in outlook which they haven't. The issue is rather intermittent, our save and send example is the only way we have been able to reliably recreate the issue on demand. When users have reported the issue its in the form " I sent an email on Monday but the recipient only received it on Wednesday" by the time the recipient has received the email, Message trace says its seen the mail on Wednesday there is no delay on delivering the mail and the mail is no longer stuck.

From our troubleshooting it looks like even though send Immediately when connected is set in outlook the message is not sending immediately at times from outlook in citrix but is synchronizing to the outbox in the OST file on the local PC. 

Many thanks

Cara

To further isolate the issue, how were these emails configured? Were they setup as IMAP or POP3?

Regards.

All of our users are using RPC over http to connect to Office 365.

Many thanks,

I have tested using the save and send option from MS word via citrix on a PC that doesn't have any locally installed MS office products. The email is immediately sent and received as expected by the recipients. This causes me to think the issue is either O365 or Outlook and not a Citrix issue as the problem only seems to happen when there is a local installation of MS office on the PC which is being used to access Citrix.

Our users have reported that the issue occurs intermittently (emails sent from citrix are either not received or received after a delay of hours, days or weeks) the problem is not specifically the save and send feature it is that using save and Send from Office applications in citrix is the only way we have been able to replicate the issue on demand. Normally when we are infromed of an instance of the issue it is when the email is delivered to the recipient after some delay (being stuck in the local Outbox) at which point O365 message tracking shows no delay in message delivery and the message is no longer "stuck".

Kindly sign in here; then observe if the same issue may persist.

Regards.

Thanks Vanessa,

The isuse does not occur when we use the web login for Office 365. we've issue does not occur in the following circumstances:

1. the user has the locally installed copy of outlook open at the same time as using outlook through Citrix.

2. the PC the user is logged on to does not have a locally installed copy of outlook and they use outlook ONLY through Citrix.

3. Outlook is being used through Citrix, there is a locally installed version of outlook on the PC but the user does not have a profile configured on that machine.

We suggest that you also reach out to Citrix support, they might have some solutions on their end as well. As per case isolation, there might be some configuration in Citrix that is needed to be modified to have the issue be resolved.

Regards.

Thanks Vanessa,

I will raise this with our Citrix team again and have something logged with Citrix.

Many thanks,

Cara