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Update 7/14/11: When contacting Microsoft Customer Support to obtain the Interim Update, you can reference KB 2581545 (please note that the article will be available at a later date on support.microsoft.com).
7/27/2011: Exchange 2010 SP1 RU4 has been re-released. See Announcing the re-release of Exchange 2010 SP1 Rollup 4. We also provide more details on what actually happened and what improvements we're making to prevent this in the future, in An Update on Exchange Server 2010 SP1 Rollup Update 4.

We have discovered an issue impacting some customers who have installed Exchange 2010 SP1 RU4 into their Exchange environment and as a result have removed SP1 RU4 from Download Center and recommend customers do not proceed with any planned deployments of SP1 RU4.

A small number of customers have reported when the Outlook client is used to move or copy a folder that subfolders and content for the moved folder are deleted. After investigation we have determined that the folder and item contents do not appear in the destination folder as expected but may be recovered from the Recoverable Items folder (what was previously known as Dumpster in older versions of Exchange) from the original folder. This behavior occurs due to a customer requested change in SP1 RU4 which allowed deleted Public Folders to be recovered. Outlook and Exchange are not correctly processing the folder move and copy operations causing the folder contents to appear to be deleted. OWA and Exchange Web Services clients are not affected by this change and process the folder move or copy actions correctly.

We will be providing a fix in Exchange 2010 SP1 RU5, scheduled for release in August, which prevents the content loss in the target location during the move/copy process. In addition, we are also working with the Outlook development team to examine their code for proper behavior and identify if a fix is necessary from the client. If you have already deployed SP1 RU4, we recommend obtaining an Interim Update that resolves this issue.

If you are a customer seeing this issue or would like to receive the Interim Update, please contact Microsoft Customer Support.  When contacting Microsoft Customer Support, you can reference KB 2581545 (please note that this article will be available at a later date on support.microsoft.com).  When installing the Interim Update, you need to install this on all Client Access and Mailbox servers that have SP1 RU4 installed.

We are commencing an internal review of our processes to determine how we can best prevent issues such as this one arising in future.

Once again, on behalf of the Exchange Product Group, I want to thank you for the patience you continue to show us while we work through these issues. We deeply regret the impact that this issue has had on you, our customers, and as always, we continue to identify ways to better serve your needs through our regular servicing releases.

Kevin Allison
General Manager, Exchange Customer Experience

69 Comments
Not applicable

I still am having a difficult time with PSS.

I was sent "the patch", but opening up what was sent, I have the patch name is "Exchange2010=KB2575734-x64-en".  This number does not match the KB referenced above.  Is this the correct patch, or do I need to press the CSR again?

The read me references: Bug_Exchange14_489309

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@xAnnoyed - Sorry to hear about your troubles with CSS.  That IU does include the fix for this issue; however it also addresses several other changes that will be included in future rollups.  If you only want to deploy the fix for this issue, I would recommend contacting CSS again and requesting that they send you the correct IU (2581545).  If you have difficulty with that you can have the engineer email me directly.

Ross

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I installed RU4 ( "Exchange2010-KB2509910-x64-en") in my org  and I don’t see the reported issue in my org.

Can someone advise me whether I install the interim update on my org?

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@Sandeep - Since you have SP1 RU4 installed, I would call Support and request the hotfix.

Ross

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Anyone have the number to call..????? I need the hotfix ASAP,

Not applicable

Sahin, see

support.microsoft.com/.../international.aspx for a wizard that will provide you with the correct phone number based on your location.

Not applicable

Microsoft - with so many people having deployed this rollup since it was out two weeks, why wouldn't you make the patch available publicly and save everyone time calling into PSS for the match?

Not applicable

@Ross,

Thank You for your response.

I talked to PSS and received the patches.

My query is, since we are not having the issue that described here, is it mandatory to install the patch on servers? Or can we wait for RU5, which is expected to realease on Aug, 2011.

Where exactly i can get the details of the issue? Is this happening with all client versions?

We have only Win outlook2010/MAC outlook 2011 clients/OWA clients.

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In addion, we dont have Public Folder data.

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Do you have an exact date, when RU5 will be published? Which August?

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could you please confirm that the RU4 is overwriting custom throttling policy with default values?

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Really not great guys. After spending an infuriating 30 mins on the phone to support I'm told the KB number in this article is wrong, helpfully they advised me to find the correct KB. Great!

Can someone please confirm the KB?

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Will the interim update or RU5 finally fix the "No items to show in this view" problem in Outlook?  It was listed as being fixed in RU4, however it doesn't seemed to fix the problem.  

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Microsoft - Why don`t you make the Interim Update available for download, instead of having to make a phone call?

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To anyone not able to get this through ringing support;

The KB article number listed above is indeed correct. I had to use my companies Partner leverage to find this out though - and even then my contact couldn't find the KB ID in their internal search tool and had to raise it with 3rd line Exchange support (UK-based)

So my guess is to raise a proper case with the Exchange/UM team (it will get refunded as it is a known bug) and talk to someone who knows the product and the bug rather than the front-line team :)

geekcroft.wordpress.com/.../ru4-for-exchange-2010-sp1-removed

for more details :)

Not applicable

Here is a link to the Kb article

support.microsoft.com/.../2581545

But even with this information, I have been charged for the call (hopefully refunded later) and told that I have to wait until an Exchange enginneer can call me back.

Why is it so difficult to get an interim update for RU4.

Thanks.

Not applicable

Well, I got called back within about 10 minutes and the engineer not only provided the link but also a detailed step by step process on how to install the update. He also mentioned that the new RU4 should be available in a couple of days.

Still not sure why I was charged for the call though.

Thanks

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Thanks Kevin,

We are undergoing a Exchange 2003 to 2010, and we will leave this update off for the time being.

Not applicable

We recently began moving mailboxes in bulk from 2003 to 2010 SP1 UR4(v1). Two users out of ~1200 reported missing custom Inbox subfolders they had created the morning after their mailbox was moved. One found her missing messages in her Deleted Items but the other hasn't found hers. I did some searching and stumbled across the UR4v2 threads. I called MS Enterprise Messaging Support to find out if these reports of lost messages in folders while moving were related to UR4, and after checking with his colleagues he advised this is not something they have seen and didn't think it was cause to delay moving the remainder of the mailboxes. We discussed the production interruption for upgrading UR4 to v2 and I  was verbally told that there would not be any production interruption to update the patch, and the tech's e-mail which stated "This RU4 Update doesn’t require a restart . or We won’t have any downtime".

It interrupted client sessions on the CAS servers while I was upgrading the patch, luckily I only did one CAS at a time and it didn't need any reboots. Then our physical mailbox server took almost 4 HOURS to remove UR4, required a reboot, then it took 8 minutes to re-install, and another reboot, before we were online. The mailbox server isn't exactly a slouch either, with a pair of 6-core 2.4GHz CPU's & 24GB of RAM. Whomever is providing the information on this process to tech support is completely wrong and they took our entire email system down for half the business day.

I called MS back at 7:42PM (about 30 minutes before the uninstall eventually completed) local time and escalated to severity A and they said they'd call back within two standard hours. No callback on either number I gave them. This was COMPLETELY unacceptable. Thanks again for a quality product, Microsoft. Now it seems we'll need to export the remaining mailboxes to PST's for peace of mind before moving them.