Outlook 2013 - mysterious .pst problem

[krutoi]

Client came by today with an Outlook problem - program wouldn't start because of missing files. Looking around turns out the .pst files are missing and there are two empty folders in the directory with the same names as the files that should have been there. Eventually found them in the recycle bin, renamed the two folders, and then restored the files. Outlook starts up fine and all is well. Client gets home and several hours later it has happened again, but she hasn't done anything unusual to cause it. Any thoughts?

 

[FremontPC]

Hmmm. Let's get some info here:

Version of Windows
Version of Outlook
Model of PC
Check the HDD with Crystal Disk Info portable version, what do you see?
Do you have a disk image backup of the drives involved? Did you test the backup?
Run Checkdisk
If AOK, then run the inbox repair tool on a copy of the PST.

 

[callthatgirl]

Looking around turns out the .pst files are missing and there are two empty folders in the directory with the same names as the files that should have been there. Someone deleted them, PST files just don't jump in the recycle bin

When she got home, the mapping didn't talk. Just need to remap the PST to the right file.

Be sure to get a backup bro

 

[FremontPC]

Someone deleted them, PST files just don't jump in the recycle bin

Yeah, I'm looking for situations where Outlook (or Windows) has deleted a .PST file and not finding anything. Maybe the user has the focus on the wrong pane? A really rude A/V interfering? Even if the filesystem is boned, why would it end up in Recycle?

 

[callthatgirl]

I'll just say, in all the years I have done Outlook support and I have "found pst" in the recycle bin, the client eventually manned up and admitted to deleting it to clean up their computer. PST files just don't jump to deleted.

 

[Mainstay]

If it were A/V, it would be quarantined, not trashed.

If it were user, they wouldn't be able to delete it as they [likely] will have their Outlook open. But maybe... but doesn't sound like it from @krutoi standpoint.

I would suspect some sort of corrupt profile... either in Outlook's perspective or Window's.

Start with a repair of the PST: https://support.office.com/en-US/ar...-and-ost-25663BC3-11EC-4412-86C4-60458AFC5253

Once done... run the PST and the email account in a test system in parallel with the real user...

If user good... good!

If user not good... compare against your test system.

 

[YeOldeStonecat]

One of the reasons I didn't like how Outlook started putting the PSTs in the My Documents folder....makes it visible to the end user...thus subject to <anything>. Corrupted PSTs or a failing HDD....doesn't move files to the recycle bin.

 

[4ycr]

The only thing I can think of is a cleaning tool that deletes large files but like the others have said never seen a pst file in the trash without someone putting it in there.

 

[krutoi]

When she got home, the mapping didn't talk. Just need to remap the PST to the right file.

Be sure to get a backup bro

Once I found the files, backup was step one... as to the original problem perhaps the kids got in there and deleted the two files - strange though that they would go straight to those particular two - doesn't make any sense. And why were there two empty folders with the same names as the .pst files left as placeholders? This happened the second time when she got home - the two placeholder folders had reappeared and the files were in the recycle bin.

I will try and unmap, then remap the files - perhaps that will help.

 

[ZenTree]

If it is happening within a few hours then set up a trace with process monitor and see what process accesses the file. In 99% of cases I agree with the whole someone deleted it theory but the folders with the same name is a bit weird.

 

[HCHTech]

Just because the default location is in the My Documents folder doesn't mean that's where you have to put it. Put it back in the AppData folder where previous versions of Outlook stored the PST. Map Outlook to the new location and see if it happens again. Make sure you uncheck 'view hidden files' afterwards. That way, the user can't find it and shenanigans will not ensue.

 

[krutoi]

She now seems to think carbonite might be causing it and changed the scheduled backup time to after midnight. I also thought about relocating the files to appdata - probably a good idea. Will update this thread if anything interesting comes to light.