If the download does not initiate when your customer clicks on your name, enters a session key, or enters a support request, have the customer hold down the Ctrl key and press F5. Is your customer able to download the customer client? Lead your customer through the same steps you took when testing the customer client download in step 3 of this troubleshooter. Is your customer able to get to your public site? Verify that the remote customer has internet connectivity. Are you able to download the customer client? Try going through the initial steps of starting a BeyondTrust session on your own computer. You can change this status from the Support menu or the system tray icon by selecting or deselecting Showing on Representative List. 
If you have selected to use the representative list, make sure that your display name is visible on your public site. Make sure you are logged into the representative console. Original article: BeyondTrust Representative Console Connections Lastly, be sure to empty the Trash folder frequently enough to avoid a constantly growing Trash folder. Also, you can simply archive messages in outlook to clean them out of your mailbox (be careful as this WILL remove the messages from the server). The recommended method of avoiding this outlook issue is to simply file away messages from these subscribed folders into archived / unsubscribed folders (this also keeps you email organized!). This issue can still be noticed if you have a very large Inbox folder, Sent folder, Trash folder, or any subscribed folder. This will resolve extremely slow synchronizations with Microsoft Outlook platforms. Click “OK” to close the window and commit the options. Uncheck the option “When displaying hierarchy in Outlook, show only subscribed folders.” at the bottom of the window. Do this for any other folders you wish to sync with the server. Select “Templates” and click subscribe. 
Select the “All”tab as we are now going to sync folders we wish or need to sync. It may prompt about folders that cannot be unsubscribed, just click “OK” here. Hold shift and click the last item in the list. Select the first item in the list and scroll all the way down. Select all items in the list as follow:. Click on the “Subscribed” tab and click the “Query” button. After setting up your IMAP email account in outlook, right click on your email account and select “IMAP Folders…”. 
This issue is because Microsoft Outlook downloads all messages every time including attachments versus a normal email IMAP application where only headers are synced to present crucial information only, and messages and attachments are ONLY downloaded and cached upon viewing the message or if the mail application is explicitly told to download all messages. Having many folders with many messages in Microsoft Outlook, especially if they have attachments, can be slow.
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