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Duplicate .wav after opening with ViewMail for Outlook 8.5.6.40?

End user is reporting "I received a voicemail which hit both the voicemail system and my email  with the .wav file attached. I used the Viewmail feature from the  Outlook preview pane to listen to the message. A few minutes later I opened the  message in Outlook and noticed the multiple attachments."

Viewmail for Outlook 8.5.6.40

Outlook 2003SP1

Unity Connection 8.5(1)SU2 with Exchange 2007SP1 Single Inbox via EWS

24 REPLIES
New Member

Duplicate .wav after opening with ViewMail for Outlook 8.5.6.40?

Jason,

I'm experiencing something similiar and stumbled upon this post during my research. I randomly get 2 email messages for one voicemail message when using VMO 8.64 in Outlook 2010 SIB with Connection 8.61a with Exchange 2007SP1 EWS.

Any luck on a resolution on your end?

Thanks,

Patrick

New Member

Re: Duplicate .wav after opening with ViewMail for Outlook 8.5.6

I'm having same issue, randomly receiving duplicate email messages for the same voicemail in Outlook.

My environment is Exchange 2010 EWS, Outlook 2010, Unity Connection Version 8.5.1ES47 and ViewMail for Outlook 8.5.6.40 or 8.5.7.28 same issue with both versions.

I will let you know if I find anything. Any results on your side?

New Member

Duplicate .wav after opening with ViewMail for Outlook 8.5.6.40?

My client told me that she had not experienced the duplicates in a couple of days. Given that it will most likely resurface I asked her to have the Exchange admin rebuild her Outlook profile but still waiting on the confirmation if that has been performed yet.

She is the only user who was using her workstation as the "guinea pig" for pushing out the VMO and the only user experiencing the duplicates. Not sure if the multiple install/uninstall of the VMO and related dependencies caused the issue.

How many users do you have experiencing the duplicates in your rollout? I'm still in pilot mode with about 10 users on Connection while the remaing 500 are still on Unity.

New Member

Re: Duplicate .wav after opening with ViewMail for Outlook 8.5.6

I have pilot group of 30 people and planning to deploy Single-Inbox and Viewmail to another 1500. Profile reinstall didn't fix the problem. The issue is observed with three users, two of them installed and uninstalled Viewmail multile times, but the third one has it since begining without changes/reinstalls.

Duplicate .wav after opening with ViewMail for Outlook 8.5.6.40?

Blackberries add to the equation. BES 5x

It would appear the issue is around Outlook Cached Mode.  Users running multiple versions of Outlook 2003 Cached Mode we are able to duplicate the issue with high volumes of voicemail. I bet the BES server is processing the mail as well when VMO is opening the message.  However I don't have a way to "debug" or prove this is the problem.

New Member

Duplicate .wav after opening with ViewMail for Outlook 8.5.6.40?

Jason - My client is a BB shop as well. I don't know the version of BES buy finding out now.

dhristov2010 - How about you?

Curious if this is a commonality and hopefully can point us to the culprit if it isn't Cisco. I got some time today so I think I'm going to open a TAC case.

-Patrick

Duplicate .wav after opening with ViewMail for Outlook 8.5.6.40?

Have your TAC engineer reference our case SR 619590979

New Member

Duplicate .wav after opening with ViewMail for Outlook 8.5.6.40?

Will do. How long have you had that open?

Duplicate .wav after opening with ViewMail for Outlook 8.5.6.40?

3+ weeks

Blackberry Enterprise Server 5.0.3 MR 4 (bundle 107)

New Member

Re: Duplicate .wav after opening with ViewMail for Outlook 8.5.6

We have BES 5.0.2 MR5. I can confirm that now most of my pilot group users have seen this problelm at least once. Recreating outlook profile didn't fix the issue, disabling cached mode on Outlook isn't an option for us.

All those pilot group users are also migrating from Outlook 2003 to Outlook 2010 and from Windows XP to W7, so that confirms Jason's theory about mixed mode environment.

Jason, if you say this may have something to do with BES, then we have also an issue with delay receiving Unity VM messages on BB which in turn may be part of the problem with duplicate emails, here is what I found:

========

Cisco CSCtk52978 Bug Details - Delay in synchronization of SingleInbox messages to Blackberry devices via BES:

Symptom:

Voice messages take anywhere from 5 minutes to 30 minutes before they are presented to user's Blackberry device.

Conditions:

Unity Connection configured for Unified Messaging (aka Single Inbox) feature. BES service installed in Exchange environment.

Additional Information:

Due to the way that UCxN posts messages to user inboxes, Exchange generates a type of notification to the BES that BES currently does not process. A fix for BES and Cisco is forthcoming.

For the BlackBerry Enterprise Server:

Customers will need to apply BES version 5.0.3 MR5 which will be available by the end of October from RIM.

If it is an urgent requirement for them they can call RIM's tech support and request a QuickFix off of 5.0.3 MR4 for devtask 1161394.

For Cisco Unity Connection:

If running Exch 2007 or 2010, no patch (or Engineering Special - ES) is required for Connection

=========

My next step is to upgrade BES server and see if this helps.

Let me know guys if TAC help you out.

Re: Duplicate .wav after opening with ViewMail for Outlook 8.5.6

Our BES server already that patch.  We also set the BES registry ProcessMailDelay to 25 seconds.

I'm now wondering the dupliacates are from BES and not VMO. Maybe we are barking up the wrong tree?

http://btsc.webapps.blackberry.com/btsc/search.do?cmd=displayKC&docType=kc&externalId=KB19222

New Member

Re: Duplicate .wav after opening with ViewMail for Outlook 8.5.6

I just figiured, I have a user with the duplicate emails (conflict) problem that isn't a BlackBerry user....oups, we are back to step one

Duplicate .wav after opening with ViewMail for Outlook 8.5.6.40?

Even though you don’t have a Blackberry, the BES still talks to the message store is my bet.

New Member

Duplicate .wav after opening with ViewMail for Outlook 8.5.6.40?

This fixed it for my 1 user.

Try running outlook.exe with the /cleanprofile switch from the "run" box. I just found out it worked for my 1 user who had this issue. It's been amost a month with no duplicates; before cleaning her profile she was getting them daily. You may have to run this from the command prompt from the directory where outlook.exe is installed. On my XP machine with Outlook 2007 it is located at C:\Program Files\Microsoft Office\Office12>outlook.exe /cleanprofile

Please report back and let me know how it goes.

New Member

Duplicate .wav after opening with ViewMail for Outlook 8.5.6.40?

^^ false alarm guys. User reported conflict occurred today. Which makes sense since deleting the profile did work, cleaning it shouldn't either.

New Member

Duplicate .wav after opening with ViewMail for Outlook 8.5.6.40?

I'm keen to see how this goes as I'm about to start a pilot with VMO.

Currently running UCxn 8.5 SU2 with Single Inbox.

New Member

Re: Duplicate .wav after opening with ViewMail for Outlook 8.5.6

Do you guys have any update on this issue? No progress on my side. Any news from TAC?

Duplicate .wav after opening with ViewMail for Outlook 8.5.6.40?

Update:

We have tested the new version of VMO 8.6.4 with Outlook running on 2 machines with same account, cache mode enabled. Sent 20+ messages into that subscriber account to try to duplicate the issue again - so far no duplicates. 

Also we have identified the defect that is causing the duplicates.  Currently there is no fix available and the only option is to disable cache mode.  This one is CSCts37772: Two message showing at OWA /Exchange (VMO side). 

There is a second defect CSCtt30415 that I am also trying to confirm may be related - we need to know from the client if this issue occurs for any users who are not Using VMO?

Duplicate .wav after opening with ViewMail for Outlook 8.5.6.40?

Followup we've worked with TAC for 2 months and no luck. They are suggesting upgrading to CXN 8.6, but I suspect the second copy is from the BES server processing the mail.

New Member

Duplicate .wav after opening with ViewMail for Outlook 8.5.6.40?

Here are my observations till now since I'm working on the issue for a while already:

1. In both Cisco bugs mentioned above in Jason's post from Dec 14th the description starts with "If Transcription feature is enabled for a user and UCxn", on my UCxN servers "Transcription Service for SpeechView" is NOT enabled...

2. I tried the BES workaround with increasing the ProcessMailDelay reg key first tried 2 minutes then 4 minutes, the number of duplicates decreased but it was still appearing quite often.

3. It will appear ONLY when ViewMail plug-in enabled in Outlook together with cached mode, so no doubt Cisco is involved in the equation. Furthermore it happens ONLY on VoiceMail type messages.

4. I had Microsoft ticket opened - they said it's ViewMail plug-in that isn't really compatible with the Outlook Offline file (.ost)

5. Still waiting to have my own Cisco TAC case, to hear what Cisco will have to say. Microsoft are ready for conference call with them.

New Member

Duplicate .wav after opening with ViewMail for Outlook 8.5.6.40?

8.6 isn't the fix. My customer of 550 users states that they still experience every once in a while. Not enough to warrant escalation. They are running  CUC (8.6.1a) 8.6.1.20000-1-109.

New Member

Duplicate .wav after opening with ViewMail for Outlook 8.5.6.40?

I am seeing the same issue on Lotus Notes 8.5.3 running Unity 8.03. Each time a user open the voicemail attachment it spawns a new attachment. If you listen to it 2 times, the user will see 2 addtional attachments. 


Any word of a resolution?

New Member

Duplicate .wav after opening with ViewMail for Outlook 8.5.6.40?

It seems like my issue is resolved after I upgrade to Unity Cxn Version 8.6.2ES26.21022-26. Still testing but this is the impression for now after two days, can't replicate the issue anymore. TAC engineer told me that the fix is to send the message already tagged as voicemessage from Unity, while with previous versions, it was ViewMail that would tag the voicemessage after received in Outlook.

New Member

Duplicate .wav after opening with ViewMail for Outlook 8.5.6.40?

We found that Symantec Endpoint Protection running locally on the clients was causing the duplicate attachments.  Removing SEP, the problem went away. There are components in SEP that can be disabled so the scanning does not occur in the email clients.

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