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Outlook 2013 RAM usage multiple GBs on disconnect

Network Admin


We just have an issue come up recently where our XenApp servers were showing as unregistered in Studio and you couldn't log into them. Upon further investigation I determined that one user's Outlook 2013 was consuming 14GB ! of RAM and the server was effectively locked up. The page file was set to automatic and that had also consumed all of the C drive (the page file was 30GB). Good times!


Our environment:

XenApp 7.6 , we use MCS to create 11 VMs hosted on VMware 6, each VM has 4x vCPU and 16GB of RAM.

(RAM has never been an issue before, typical util is about 30-70%)


It SEEMS to happen when a user is logging off. 


The workaround I have implemented is to run TASKKILL every 2 minutes looking for Outlook.exe above 1.5GB of RAM usage and kill it.


I thought is was a MS Update to Outlook, but I rolled our master image back to the previous patch tuesday and that didn't help. We haven't changed anything in our Citrix environment lately.


I've enabled additional logging on UPM (5.2.1) to see if that tells me anything. I can open a case with Microsoft, but they will of course blame citrix.


Anyone seen this?

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So we had a similar issue running CVAD 7.15 CU4 on Windows Server 2012R2 VDA's with Outlook 2016.


The problem was with Outlook accessing the NormalEmail.dotm file, which resides in %appdata%\Microsoft\Templates

On outlook launch, it tried to access the file and received an error that the file was corrupt.  On closing out of Outlook, CPU / RAM spiked and would eventually overflow into the page file and take down the server.

If you open the NormalEmail.dotm file in Word by itself, the same thing would happen, but with Word being the process that drove up CPU/Memory.


The fix, turned out to be permissions issues on the Home drives.  (we are using redirected folders for desktop/favorites/etc to the home drive)

Going into the User's primary home folder and checking permissions, the user only had access to "This folder", instead of "This folder, subfolders and files"

Applying permissions to the folder and subfolders resolved the issue.


Hope this helps to anyone else stumbling across the issue!

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