Upgrading from Office 2013 to Office 365 breaks license information and possibly MAPI (Win7x64, Office x86)

Hi,

we have a customer which recently upgraded from Office 2013 to Office 365.

After upgrading, on some clients the customer had problem with a plugin in Outlook which stated the following problem: 
Either there is no default mail or the current mail client cannot fulfill the messaging request.  Please run Microsoft Outlook and set it as the default mail client.

originally we thought that the addin is the problem but after deactivating it turned out that Send as -> E-Mail Recipient throws the same error. It seems that MAPI is broken because the addin and the Send as command tries to access the MAPI-API

Further more we saw a strange behaviour in outlook. If we open the licensing there are two entries. One for office 2013  and one for office 365. In about window we see that this outlook is part of the old office 2013 suite and not part of the new office 365(below is one screenshot from outlook).

I don't know if this is related with the mapi problem but maybe outlook tries to access a wrong mapi version.

We also compared paths in the registry with a system which works without problems but couldn't find any difference.

MSMAPI32.dll in office installation folder is also the same file.

I already saw some posts which have the same problem with the same setup (upgrade office 2013 to office 365).

e.g. https://community.office365.com/en-us/f/685/t/287496

This behaviour only have a few clients but until now we didn't find a solution for this. OS is Win7x64 with Office 32bit before and now.

We already tried:

- Setting default email client in registry, the default email client was already correctly set in windows

- repair office

- fixmapi.exe

- deactivating all addins

- replace msmapi32.dll in office folder

- reinstall .net 3.5 and Visual Studio C++ 10.0 Redistributable (https://social.technet.microsoft.com/Forums/msonline/en-US/d4730382-7507-4aa8-8a63-cc0ebf2d3ee9/mapisendmail-failed-with-no-default-email-client-when-office-365-is-installed?forum=officesetupdeploy)

Is there anything we can do? Are there any logs whats wrong with mapi?

Thank you very much

Best regards

August 28th, 2015 10:53am

Hi,

May I know how the Office 2013 was activated? Via KMS?

Basically the components of Office 2013 and Office 365 are the same  As you have tried so many steps, it could be that some registry key settings caused the issue. If the issue doesn't occur to a large scale, I suggest you remove the Office on the PC completely by the Fix It tool:

https://support.office.com/en-in/article/Uninstall-Office-2016-Office-2013-or-Office-365-from-a-Windows-computer-9dd49b83-264a-477a-8fcc-2fdf5dbf61d8?ui=en-US&rs=en-IN&ad=IN

Then reinstall Office 365 to check the result.

Regards,

Melon Chen

Forum Support

Free Windows Admin Tool Kit Click here and download it now
September 1st, 2015 10:39pm

Hi,

thank you very much for your answer.

No, the customer doesn't use KMS.

We tried the uninstaller and after that reinstalled Office 365 but still the same problem.

But with MFCMAPI we found a difference on the PC's relating to the mapi's:

- On a PC where it doesn't work there are the following MAPI's in MFCMAPI

- On a PC where it works there are two more MAPI's. One with the same path like the MSMAPI32.dll and another which references the C:\program files\Microsoft office 15\root\office 15\olmapi32.dll. We searched the registry for the paths and found them but these entries are quite deep buried in the registry. If it helps I can find out the keys. Also we tried to register the missing registry entries on the PC with the problem but after that outlook crashed.

Could it be that Outlook cannot find the olmapi32.dll due to the missing registry entries.

Thank you ver

September 2nd, 2015 8:19am

Finally we solved it with Procmon.

User had no access rights for the following registry key: HKEY_CLASSES_ROOT\Installer\Components\F1291BD604B860441AB89E60BDEE0F9C

To solve the problem open the registry as administrator goto the above key and add rights to read for

- domain users if your are in a domain

- users if your are local

after that mapi works again.

Free Windows Admin Tool Kit Click here and download it now
September 3rd, 2015 6:20am

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