One known user in exchange with connection issues when creating a new outlook profile. (Network Steve Forum)

One known user in exchange with connection issues when creating a new outlook profile.

Hi All,

I've done so much research on this issue and am at my bitter end.

What the issue is:
I have a user that is currently working on her old PC with her outlook client using cache mode. The issue she is getting is she can't find resources within our exchange environment. Other users can email her and vice versa.

I started my troubleshooting by using another PC, logging in as her and creating a new exchange profile. The first issue get when creating the new profile is an outlook error: "The Action cannot be completed. The connection to Microsoft Exchange is unavailable. Outlook must be online or connected to complete this action."

The exchange server comes up with the guid@domainname as it should but it doesn't matter what I put in the "Mailbox" field then press the "Check Name" button, I always get the same error. I can also setup an account and fix all the settings correctly and still doesn't work. What does fix this issue is modifying the registry: HKCU\Software\Microsoft\Exchange\Exchange Provoder\DS Server = "my_domain_controller"

But once I've done this and it can find the user, it then comes up with the error: "Cannot start Microsoft Outlook. Cannot open the Outlook window. The set of folders cannot be opened. You must connect to Microsoft Exchange with the current profile before you can synchronize your folders with your Outlook data file (.ost)"
If I turn caching off, I get "Cannot start Microsoft Outlook. Cannot open the Outlook window. The set of folders cannot be opened. Microsoft Exchange is not available. Either there are network problems or the Exchange server is down for maintenance"

All other email accounts I have tried on the same PC work fine for both creating the outlook profile as well as logging in.

This leads me to think the problem lay on the user account. I have run the New-MailboxRepairRequest PS command for the problem user but there are no reported errors on any of the corruptionTypes.

We're using Exchange 2013, single server. I've tried troubleshooting on both Outlook 2010 and Outlook 2013 and have these same issues on both Outlook versions.
I have also tried various "fixes" such as "Outlook.exe /resetnavpane" - Nothing seems to be wrong with the user and yet I am not able to recreate a new outlook profile for her.

What do I try now?

February 4th, 2015 9:33pm

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February 5th, 2015 2:58pm

Hi Dave,

According to your description, I understand that one user cannot configure Outlook with error The Action cannot be completed. The connection to Microsoft Exchange is unavailable.
If I misunderstand your concern, please do not hesitate to let me know.

How about OWA?

We can check the setting of Exchange serve to ensure everything is fine, for example Mailbox database, Outlook anywhere. Please follow the steps below:
1. Open EMS and run following command to get more details about this user:
Get-Mailbox alias | FL Name,Database,ServerName

2. Make sure whether the mailbox database is mounted and works fine, run following command to check:
Get-MialboxDatabase -status |select Name,Mounted

3. Run following command to double check the configuration of Outlook Anywhere:
Get-OutlookAnywhere | FL *server*,*host*,*auth*

Besides, please try to move this account to another mailbox database for test.

Best Regards,
Allen Wang

Edited by Allen_WangJF 23 hours 19 minutes ago

February 6th, 2015 7:31am

How about OWA?

Edited by Allen_WangJF Friday, February 06, 2015 12:30 PM

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February 6th, 2015 3:29pm

How about OWA?

Edited by Allen_WangJF Friday, February 06, 2015 12:30 PM

February 6th, 2015 3:29pm

Hi Allen,

Thanks for helping.

OWA is fine for the user.

There's about 100 other users on the same exchange DB which are all fine.

Forgot to mention: I've already moved the account to another DB last week but still having the same issues.

I ran those two commands you suggested and they told me all the information that I'd expect....

Cheers,

Dave

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February 8th, 2015 2:41pm

Thanks for that. I have read that document.

Last week, I moved the account from one DB to another - it's unlikely that both DB's are corrupt. There is also about 100 users on each DB and no other users have reported issues.

The clients are on the same local LAN connected at 1Gb. The server is connected to the environment at 10Gb. Both DB's, old and new, is 130Gb in size. There is a total of 5 DB's

There have been no unexpected shutdowns for a long time.

Cheers,

Dave

Edited by Dave at sport 15 hours 37 minutes ago

February 8th, 2015 2:53pm

Thanks for that. I have read that document.

Last week, I moved the account from one DB to another - it's unlikely that both DB's are corrupt. There is also about 100 users on each DB and no other users have reported issues.

The clients are on the same local LAN connected at 1Gb. The server is connected to the environment at 10Gb. Both DB's, old and new, is 130Gb in size. There is a total of 5 DB's

There have been no unexpected shutdowns for a long time.

Cheers,

Dave

Edited by Dave at sport Sunday, February 08, 2015 8:13 PM

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February 8th, 2015 10:53pm

Bump. Is anyone able to suggest any other things to try?

February 10th, 2015 11:51pm

Too hard....? I guess this forum is for the easy problems only. Thanks anyway.

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February 11th, 2015 2:09pm

Try to logon to Outlook on your machine, hold control and right click the Outlook Icon and try to do Test Email Autoconfig. In here enter her user account and uncheck both Guess smart options. Then do the same for your account and compare the log files and hte output and make sure they are same.

Also, what happens if you manually configure the server name and all that?

February 11th, 2015 4:07pm

Hi,

Full mailbox permissions can be checked for this user and it has to be made sure NT Authority\Self should have full access. Additionally you can also give her user account full permissions there if it is not added already for checking. Ask the user to reboot system once.

If check name is not working you can try to use get-mailbox loginid | fl *Legacy* to find legacy exchange DN and use it to resolve name.

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February 11th, 2015 4:55pm

Hi,

Full mailbox permissions can be checked for this user and it has to be made sure NT Authority\Self should have full access. Additionally you can also give her user account full permissions there if it is not added already for checking. Ask the user to reboot system once.

If check name is not working you can try to use get-mailbox loginid | fl *Legacy* to find legacy exchange DN and use it to resolve name.

Hi,

Thanks, I've been through the permissions in depth this morning and found all is as it should be. "NT AUTHORITY\SELF" has {FullAccess, ReadPermission} I also tried giving the user full permission to her own mailbox yesterday which unfortunately also didn't fix the issue.

Why do I need to know the ServerLegacyDN and LegacyExchangeDN properties?

Cheers,

Dave

Edited by Dave at sport 10 hours 10 minutes ago

February 11th, 2015 8:30pm

Try to logon to Outlook on your machine, hold control and right click the Outlook Icon and try to do Test Email Autoconfig. In here enter her user account and uncheck both Guess smart options. Then do the same for your account and compare the log files and hte output and make sure they are same.

Also, what happens if you manually configure the server name and all

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February 11th, 2015 8:32pm

Even more:

When I run "Test-OutlookWebServices"

I get:

Source ServiceEndpoint Scenario Result Latency
(MS)
------ --------------- -------- ------ -------
MAILserver.replaced.Internal outlook.replaced.org.nz Autodiscover: Outlook Provider Success 118
MAILserver.replaced.Internal outlook.replaced.org.nz Exchange Web Services Success 52
MAILserver.replaced.Internal outlook.replaced.org.nz Availability Service Success 47
MAILserver.replaced.Internal outlook.replaced.org.nz Offline Address Book Success 34

But when I run: "Get-ClientAccessServer | Test-OutlookWebServices -Identity:problem_user@replaced.org.nz -MailboxCredential (Get-Credential)"

I get:

Source ServiceEndpoint Scenario Result Latency
(MS)
------ --------------- -------- ------ -------
MAILserver.replaced.Internal MAILserver.replaced.internal Autodiscover: Outlook Provider Failure 83
MAILserver.replaced.Internal MAILserver.replaced.internal Exchange Web Services Failure 2
MAILserver.replaced.Internal Availability Service Skipped 0
MAILserver.replaced.Internal MAILserver.replaced.internal Offline Address Book Failure 27

Edited by Dave at sport 8 hours 20 minutes ago

February 11th, 2015 10:29pm

Hi,

Sorry for delay. Please ensure this account dont disable address in address list.
Then try to run below command to double confirm Outlook Anywhere is enabled, for your reference:
Get-mailbox problematic@domain.com | Get-CasMailbox | FL
Details about the parameter of Get-CasMailbox, for your reference:
https://technet.microsoft.com/en-us/library/bb124754(v=exchg.150).aspx

Best Regards,
Allen Wang

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February 12th, 2015 12:41am

Hi,

Full mailbox permissions can be checked for this user and it has to be made sure NT Authority\Self should have full access. Additionally you can also give her user account full permissions there if it is not added already for checking. Ask the user to reboot system once.

If check name is not working you can try to use get-mailbox loginid | fl *Legacy* to find legacy exchange DN and use it to resolve name.

Hi,

Why do I need to know the ServerLegacyDN and LegacyExchangeDN properties?

Cheers,

Dave

Edited by Dave at sport Thursday, February 12, 2015 1:39 AM

February 12th, 2015 4:28am

Even more:

When I run "Test-OutlookWebServices"

I get:

But when I run: "Get-ClientAccessServer | Test-OutlookWebServices -Identity:problem_user@replaced.org.nz -MailboxCredential (Get-Credential)"

I get:

Edited by Dave at sport Thursday, February 12, 2015 3:29 AM

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February 12th, 2015 6:27am

Try to logon to Outlook on your machine, hold control and right click the Outlook Icon and try to do Test Email Autoconfig. In here enter her user account and uncheck both Guess smart options. Then do the same for your account and compare the log files and hte output and make sure they are same.

Also, what happens if you manually configure the server name and all

February 12th, 2015 4:22pm

Legacyexchangedn could be used to resolve users hidden from GAL or similarly that don't get auto resolved in outlook.

you can use below command to set some properties to normal.

set-mailbox logind -applymandatoryproperties

Did you try to configure outlook using host entry for a different cas server or a single cas server if you are using a CAS array?

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February 12th, 2015 11:25pm

OK, I've disabled her account via the EAC and she disappeared from the EAC. I couldn't re-add her via the EAC, her account did not appear in the list of delete/disabled accounts but could via the Enable-Mailbox command in Powershell. Unfortunately the same problem still exists.

February 12th, 2015 11:30pm

Update to close off this thread.

It would seem that when I disabled her account and then ran the enable-mailbox command, a few minutes later, she had a new account. The good news is the original problems went away. The bad news is no emails, contacts, calendar etc etc.

So, I guess, job closed. Thanks all for trying.

Cheers,

Dave

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February 16th, 2015 2:15pm

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