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Problem with remote user access to OWA

I have a problem with a remote user accessing OWA. First, the topology is dedicated Exchange 5.5 SP4 with hotfixes, dedicated IIS 4.0 (separate box) with current SPs and hotfixes, minimal tweaks as it is available on private WAN only; all installed on NT 4.0 SP6a.

The problem: The user accesses her personal mailbox and a "group" mailbox at the same time. After some time, the browser goes blank/gray. The only resolution is to either close the browser(s), and sometimes we must reboot the desktop. There are a total of seven users at this remote site connected by a 56K frame. All have Win98 SE with IE 5.5 128k encryption. Only one user is affected by this. She is not the only one that accesses this group mailbox. Clearing the browser cache has no effect; reinstall of IE 5.5/reimage of desktop has not resolved the issue. Logging has been turned up on the IIS server but it shows clean. I can see where she drops off and must logon again to either mailbox.

Any ideas would be appreciated.

I did a fair amount of research on this issue, but was not able to come up with any documentation from Microsoft on this problem (either public or private). That means, at least, it's not a known or common issue and therefore likely environmental-related.

I would run a Network Monitor capture to see what is happening on the network when she times out. Let the capture run for 20 seconds or so after the browser has blanked out. If the problem is network-related, this trace should help you isolate it.

If the trace doesn't help, it might not be a bad idea to check both her Web browser settings and her network card settings with one or more systems that does not have this problem. Perhaps an updated for the network card, or an upgrade to IE 6.0 might help, as well.

If this problem is critical or urgent, or something that absolutely needs to be solved, you might also consider calling Microsoft Product Support Services. They should be able to help you isolate and resolve the problem if nothing above helps.


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