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New users do not show up in outlook when in cached mode

A fairly common (and annoying) problem which seems to like to popup after migrations, yet not unsolvable. The key issue here is that there are new users added to the directory but they are not showing up in outlook. Now, if you are like most organisations then outlook will be operating in cached mode. So log in to OWA and test if you can see the new users there. I’m giving it a 99% chance that you will (and if you don’t you have a serious problem at hand!)

The reason you are not seeing these new users appear in outlook cached mode, but can see them in OWA, is because for one or another reason the offline address book is not generating properly. The easiest thing to do here is to create a new oab, forge generation, assign it to a mailbox database and force downloading of the oab in an outlook client to verify if that worked. Alternatively you can increate logging on the MSEXCHANGESA\OAL Generator to see if the new address book generated successfully.

For Exchange 2003:

1. Open Exchange system manager

2. Drill down to recipients, offline address lists

3. In the right pane you should see the default offline address list.

4. Right click in the right pane and create a new offline address list.

5. Now drill down to the mailbox database, right click it and set the new OAB to be the default for that database.

6. Open outlook with a mailbox that is residing in that mailbox database

7. In outlook, click on the down arrow next to Send/receive. Selects download address book and click OK. Note that if asked, you should select to download the entire address book and not just the changes.

For Exchange 2007/2010:

1. Open the Exchange management console

2. Drill down the organization configuration, mailbox

3. In the action pane select the New offline address book

4. Give the OAB a name, select a generation server (in case of a CCR this needs to be the active node)

5. Include the default global address list

6. When presented with the distribution points page enable the web base distribution and, in case of outlook 2003 clients, enable the public folder distribution.

7. Once the wizard has completed, right click the new OAB and select to generate the OAB.

8. Now drill down to the mailbox database, right click it and set the new OAB to be the default for that database.

9. Open outlook with a mailbox that is residing in that mailbox database

10. In outlook, click on the down arrow next to Send/receive. Selects download address book and click OK. Note that if asked, you should select to download the entire address book and not just the changes.

This should resolve the issue with users not showing up in Outlook when in cached mode. Feel free to delete the old OAB,



Feedback

# re: New users do not show up in outlook when in cached mode

Awesome solutions, Works great 9/3/2013 5:15 PM | Vincent

# re: New users do not show up in outlook when in cached mode

Hi I have a new user that is not showing up in Outlook. We are using exchange 2010 and the users have office 2007, 2010, or 2013. We are using cache mode in outlook. She only shows up for someone who is using the terminal server. The rest can't see her. 4/15/2014 4:45 PM | Brian