Outlook 2010 don’t show Global Address Lists in Address Book

[chicagotech]

After we upgraded/installed Office to 2010, we have many issues with Outlook. I think it may be related to Exchange 2010 that is running in our environment. Our Exchange is on Microsoft Failover Cluster and there are two CAS servers. I am posting here for Global Address List issue only.

All Outlook 2003 and some Outlook 2010 have Global Address Lists in Address Book. However, some Outlook 2010 computers don’t show Global Address Lists in Address Book. We have tried to enable or disable “Use Cached Exchange Mode”. That may or may not help.


--------------------------------------------------------------------------------

[chicagotech]

From your problem description, I understand that after upgrading to Office 2010, some Outlook 2010 computers don’t show Global Address Lists in Address Book. If my understanding is not correct, please feel free to let me know.

Before we go further, I would appreciate your help in clarifying the following situations:

1.By Disabling “Use Cached Exchange Mode”, the Global Address Lists will show in Address Book, right?
2.Do the internal Outlook clients or the external clients encounter this issue?
3.Before upgrading to Office 2010, there were Global Address Lists shown in Address Book, right?

4.Are there any common of the problematic users? For example, they are in the same mailbox server?
5.How many users encountered the same issue?
6.What’s the architecture of the Exchange organization? How many Exchange servers and what’s the role of every server?

At this point, let’s recreate a Outlook profile for one problematic user to test the issue.

Create a new Outlook Profile
===================
Please create a new Outlook profile for one problematic profile according to the following KB article and verify if further Conflict Messages will be received. Then, please let me know the result.

How to create and configure an email profile in Outlook 2010, Outlook 2007, and Outlook 2003
http://support.microsoft.com/kb/829918

Please let me know if it can work well, if the issue persists, to narrow down the root cause, please help me collect the following information for the further research:

1. Please capture a screenshot in Address Book at the problematic user Outlook side and send to me.

2. Result file after running the following commands in Exchange Management Shell of the Client Access Server:
==========================
Get-ClientAccessServer | FL >C:\CASserver.txt
Get-OfflineAddressBook | FL > C:\oab.txt
Get-GlobalAddressList | FL > C:\GAL.txt

[chicagotech]

As mentioned, enabling or disabling “Use Cached Exchange Mode” may or may not help. What I find it could be teh Add-nos. I need to do more tests.
--------------------------------------------------------------------------------

[chicagotech]

First, I would like to know what does the description “enabling or disabling “Use Cached Exchange Mode” may or may not help” mean? Do you mean disabling “Use Cached Exchange Mode”, the Global Address Lists will show in Address Book? If my understanding is not correct, please feel free to let me know.

In addition, you suspect that ADD-NOS may cause the issue. You will test it later. Thank you for your time on this issue.

Bob, if the issue persists, I suggest that you answer my previous questions and collect all necessary information to me. We will try our best to help you when we are clear about this issue. Your understanding and cooperation are highly appreciated.

If there are any updates on our issue, please do not hesitate to post back into the Partner Online Technical Community and I will follow up with you as soon as possible.


--------------------------------------------------------------------------------

[chicagotech]

OK, here are some cases.

Case 1: “Use Cached Exchange Mode” was checked in computer A. Unchecking “Use Cached Exchange Mode” DOESN'T fix the problem.

Case 2: “Use Cached Exchange Mode” was checked in computer B. Unchecking “Use Cached Exchange Mode” DOES fix the problem.

Case 3: On the same compuer B, “Use Cached Exchange Mode” has been unchecked, but now, it doesn't have Global Address Lists. No matter you check or uncheck the “Use Cached Exchange Mode”, it DOESN'T fix the probelm.

Case 4: On the same computer B, disabling all Add-Ons DOESN'T fix teh problem.

Case 5: On the same computer B, after re-enabling some of All-ons, we can see the Global Address Lists. But We don't now whicg add-on cause the problem.


--------------------------------------------------------------------------------

[chicagotech]

I understand that after re-enabling some Add-Ons, Global Address Lists can show in Address Book. Thank you for your feedback and time on this issue.

First, I would like to confirm do you mean Add-Ons or Add-Ins?

If it is Add-Ons, please first disable all Add-Ons, then enable one add-in, after that, check whether the issue occurs. Enable Add-Ons one by one, to locate the Add-Ons who causes this issue. If the problematic Add-Ons can be found, please remove/disable this Add-Ons.

For more information about how to set Internet Explorer add-ons, please refer to below article.
http://windows.microsoft.com/en-us/wind ... -questions

If it is Add-Ins, please Open the problematic Outlook, choose File --> Options -->Add-Ins

a. Please locate “Manage:” Please choose “Disable all add-in” first.
b. Please enable add-in one by one, to locate the add-in who causes this issue.

If anything is not clear, please do not hesitate to let me know.


--------------------------------------------------------------------------------

[chicagotech]

Sorry, it is add-ins. We still have a problem. If we check Use Exchange Cache Mode, the Outlook doesn't see the Global Address Lists. The users complaint they need use their laptop at home or hotel. They don't want to uncheck Cache mode. Do you have any idea why checking Use Exchange Cache Mode doesn’t see Global Address Lists?


--------------------------------------------------------------------------------

[chicagotech]

I understand that it is add-ins. If users checked Exchange Cache Mode, the Global Address Lists failed to show in the Outlook.

First, I would like to know: Have you followed my previous steps to enable Add-Ons one by one, to locate the Add-Ons who causes this issue? Please let me know the result.

Before proceeding, please help clarify the following point:

1.Do all internal Outlook users and external users encounter the same issue or just only external users?
2.How many users encountered the same issue?

3.Before upgrading to Office 2010, there were Global Address Lists shown in Address Book, right?
4.Are there any common of the problematic users? For example, they are in the same mailbox server?
5.What’s the architecture of the Exchange organization? How many Exchange servers and what’s the role of every server?

In order to narrow down the root cause of this issue, please help collect the following information to analyze this problem.

1. Please capture a screenshot in Address Book at the problematic user Outlook side and send to me.

2. Result file after running the following commands in Exchange Management Shell of the Client Access Server:
==========================
Get-ClientAccessServer | FL >C:\CASserver.txt
Get-OfflineAddressBook | FL > C:\oab.txt
Get-GlobalAddressList | FL > C:\GAL.txt

3.Test Account information; then I can test the issue on my side (Please save all information in a txt file)
=====================
1. Account Credential (user name, password, e-mail address)
2. Internal Domain name
3. Exchange server's internal FQDN
4. Exchange server's public FQDN
5. OWA Address

[chicagotech]

Based on my test, only only one computer has this issue. For example, no matter which username I login, I don't have Global Address Lists in Address Book if the “Use Cached Exchange Mode” is enabled. If I disable “Use Cached Exchange Mode”, then no matter who login, it alsways shows Global Address Lists in Address Book.

[chicagotech]

From your email, I understand that only one computer encountered the issue. If the “Use Cached Exchange Mode” is enabled, Global Address Lists failed to show in Address Book. Thanks for your time and effort on this issue.

Based on my experience, this issue can be caused by the corrupted Outlook files or system files. At this point, I suggest you reinstall Office programs on the problematic computer to test the issue. If the issue persists, please remove and reinstall the system to fix the issue. Your understanding and cooperation are highly appreciated.

If there are any updates on our issue, please do not hesitate to post back into the Partner Online Technical Community and I will follow up with you as soon as possible.


--------------------------------------------------------------------------------