"A problem occurred while trying to use your mailbox. Please contact technical support for your organization" error message when a user tries to open an email message in Outlook or OWA

Consider the following scenario:

• The mailbox for a user is hosted on Microsoft Exchange Server 2007 or Microsoft Exchange Server 2010.
• The user starts Microsoft Office Outlook, Microsoft Office Outlook Web Access, or Microsoft Outlook Web App.
• The user tries to open an email message.

In this scenario, the user may receive an error message that resembles the following:

This issue can occur if third-party email security or antivirus software is installed on the server that is running Exchange Server.

To resolve this issue, contact the manufacturer of the email security or antivirus software.

The issue that is described in the "Symptoms" section can occur when exclusions for Exchange files and folders are configured correctly in the email security or antivirus software.

For more information about the virus scanning programs that are typically used with Microsoft Exchange 2000 Server, click the following article number to view the article in the Microsoft Knowledge Base:

For more information about the virus scanning programs that are typically used with Microsoft Exchange Server 2003, click the following article number to view the article in the Microsoft Knowledge Base: