No new mail notification in Outlook - CAS Exchange RPC Client Access problem

Hi, we're facing this problem:
Users start complaining they suddenly don’t receive new mail notifications in Outlook (2010/2013) anymore
Inbox does not show the new mail either
When the user changes folders in outlook, the new mail does show in the Inbox folder
Restarting Outlook shows the new mail as well.
The same new e-mail arrives instantly (with notifications) in Owa and on mobile devices
Sometimes the new mail notification pops up after a longer period of time (from 30 seconds to 10 minutes). But more often not at all.
This issue seems to occur at random. We’ve been problem free for a week, and sometimes it comes back three times a day.
Clients running Outlook 2010, 2013 cached or online, on site and off site. So it seems server related, not client.
It was seen first around January 8th. We did not make any changes around that time that we can link to this problem.
Only one CAS server (EXCH1-RTD) shows this issue. CAS servers on other sites are ok
EXCH1-RTD has CAS and HUB transport roles. The same site has two mailbox only servers. EXCH2-RTD (mailbox server for normal mailboxes). And EXCH3-RTD (mailbox server for archive mailboxes)
No entries in the event logs that seems to be related
As the problem only occurs with Outlook clients, I suspected RPC issues. We cannot gracefully stop the “Microsoft Exchange RPC Client Access” service on EXCH1-RTD while the issue occurs. We
can only kill the process and restart the service, solving the issue instantly.
What we’ve tried until now:
Updated all Exchange servers from Exchange 2010 SP3 RU6 to RU8-v2 (server OS=W2K8R2)
Updated all Exchange servers to latest critical Windows updates
Recalculated requirements using MS Sizing tool. Upgraded EXCH1-RTD VM from 8GB and 2 vCPU (1 core/cpu) to 16GB
and 4vCPU (1 core/cpu)
Ran various perfmon counters and compared them with other Exchange servers, not finding any obvious anomalies.
Any ideas would be greatly appreciated!
Ron

Hi Ron,
From your description, OWA works well, the issue is related to Outlook side. In your case, I recommend you use Outlook safe mode to determine whether the issue is related to add-ins. If the issue persists, you can create a new profile to check the result.
Hope this can be helpful to you.
Best regards,
Amy Wang
TechNet Community Support

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