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Exchange 2010 and Outlook 2010 Offline Address Book Download

    Question

  • Hi All,

    Strange problem that I can't seem to get to the bottom of.

    On a couple of users, about 10/100, can't seem to download the Offline Address Book. When they do a manual Download Address Book through Send/Receive Group, the progress window will remain at about 5% and the status will show "Copying Offline Address Book Template File". If I leave the window, it will be the same for a couple of hours without erroring out.

    We have a casarray set up, forced the ports to 59595 and 59596 for the address book as mentioned the guide. We are not doing SSL redirect on the Virtual Directory. Test-AutoConfiguration from Outlook returns the correct entries. Works for most users but not all.

    On the users that do not work, I've tried deleting the users profile, deleting the Outlook Directory under AppData. Sometimes, magically (for a lack of a better word), if I check the Offline Address Book Directory a few days later, there are files there. If I then do a manual Download, same thing, the progress bar will be stuck.

    Puzzling as I'm not quite sure what else to check.

    All clients are on Windows 7 and Outlook 2010.

    Any ideas?

    Thanks,
    Dave K

    Wednesday, February 22, 2012 9:20 PM

Answers

  • Do the affected users use wireless mice?  We encountered this problem, turned out the "non-HID" portion of the wireless connection causes issues with the offline address book.  Disconnecting the wireless mouse receiver solved this.  The fix is to update the drivers for the wireless mouse.  See http://support.microsoft.com/kb/913405/en-us

    And yes, this was the biggest "WTF?" moment I've had.

    • Marked as answer by Dave K - IT Thursday, March 01, 2012 2:01 PM
    Thursday, March 01, 2012 3:22 AM
  • So it is a client side issue.  It may be with Office/Outlook.  Not an Exchange issue.

    Either rebuild those or if you want to continue troubleshooting, I'd post in the Outlook forum.

    http://social.technet.microsoft.com/Forums/en-US/outlook/threads


    Sukh

    Friday, February 24, 2012 9:59 PM

All replies

  • On the clients where it is working, does that show up to date users?

    Say if you create a test user, does it show up say 24 hours later.  What Im trying to determine is if OAB is working at all or if it's an issue with the clients.


    Sukh

    Wednesday, February 22, 2012 11:20 PM
  • Hi Sukh,

    Just checked on a machine that is working and the new user I created is there. Added the test user at 2pm yesterday afternoon, checked at 9am this morning.

    Looking at the OAB generating Mailbox Server, the files are were generated according to the generation schedule (12am). On the CAS server, checked the logs and the actual files and it appears they were copied from the Mailbox Server by FDS. FDS log entry show successful and the timestamp of the files are at 3am. Checked the OAB folder on the client and the time stamp show 8:44am.

    On a machine that does not work, i try to manually download the address book, the process window is there but its not doing anything. Checking the client's OAB directory \AppData\Local\Microsoft\Outlook\Offline Address Book\<GUID>\ empty.

    Thanks,
    Dave K

    Thursday, February 23, 2012 2:15 PM
  • Which profile did you delete the windows or Outlook?

    Can you try both and test?


    Sukh

    Thursday, February 23, 2012 2:29 PM
  • Hi Sukh,

    Tried deleting the Outlook profile, wiped the Microsoft Outlook Folder under the user profile, same thing.

    Cant delete the user profile, have too much stuff in there that i need to keep. But logged in as a new user on the workstation, same thing, cannot download the OAB.

    Thanks,
    Dave K


    • Edited by Dave K - IT Thursday, March 01, 2012 1:43 PM
    Thursday, February 23, 2012 4:13 PM
  • Am now wondering if this issue is with the workstation and not exchange.

    effected user on another workstation which is working?


    Sukh

    Thursday, February 23, 2012 4:20 PM
  • Tried it on another workstation that is working and it seems to work. Different build though, this one was a non SP1 64bit (14.0.4760.1000), on one of the workstations that is having issues, the build is 14.0.6112.5000 64bit.

    Very weird, on one of the workstation that isnt working, the latest timestamp for the OAB files is 2/24/2012 9:46AM. However, if I do a manual download, it will get stuck and not update.

    Thanks

    Friday, February 24, 2012 9:40 PM
  • So it is a client side issue.  It may be with Office/Outlook.  Not an Exchange issue.

    Either rebuild those or if you want to continue troubleshooting, I'd post in the Outlook forum.

    http://social.technet.microsoft.com/Forums/en-US/outlook/threads


    Sukh

    Friday, February 24, 2012 9:59 PM
  • Do the affected users use wireless mice?  We encountered this problem, turned out the "non-HID" portion of the wireless connection causes issues with the offline address book.  Disconnecting the wireless mouse receiver solved this.  The fix is to update the drivers for the wireless mouse.  See http://support.microsoft.com/kb/913405/en-us

    And yes, this was the biggest "WTF?" moment I've had.

    • Marked as answer by Dave K - IT Thursday, March 01, 2012 2:01 PM
    Thursday, March 01, 2012 3:22 AM
  • Hi Peter,

    LoL, wow that is the biggest WTF moment ever. Unplugged the receiver like you suggested and I can download the OAB. Updated the driver from the KB you specified and can download the OAB WITH the wireless mouse. You're a genius. How in the world did you figure this one out?

    Thank you for taking the time to reply and thank you for sharing your solution. Much appreciated!

    Dave K

    Thursday, March 01, 2012 2:01 PM
  • That is WTF :-)

    Sukh

    Thursday, March 01, 2012 2:22 PM
  • What a find! Can't thank you enough. Was dubious at first, but bingo, ran windows update, checked for the option Non-HID User Input Filter, installed it and then tried to re-download the address  book and it ran through fine. 
    Friday, May 18, 2012 12:39 PM
  • Thanks Peter Nield, absolutley unbelieveable! I suddenly noticed this problem on my Win 7 Outlook 2010 notebook....and was about to start troublshooting OAB Virtual Directories,  etc.

    I am using a Microsoft Mobile Mouse 4000 with the very latest drivers.....unplugged the mouse and OAB is fine again.

    Just downloading the KB

    Thanks again

    Ralphcott

    Friday, May 25, 2012 9:24 AM
  • This is crazy.  Same issue...hanging OAB template in Outlook 2010, stuck at 7% for 30 minutes.  Unplugged my MS Wirless Opt Mouse receiver and the update completed in a snap.

    Time to grab some intellipoint updates.

    Thanks for the tip Peter.

    Sean

    Friday, July 06, 2012 1:35 PM
  • WOW! Thanks Peter - definitely WTF moment!  Pulled out the mouse & hey presto - updated the driver of the wireless mouse & all sorted - great stuff!
    • Edited by RMac11 Monday, August 13, 2012 6:47 AM
    Monday, August 13, 2012 6:27 AM
  • Do the affected users use wireless mice?  We encountered this problem, turned out the "non-HID" portion of the wireless connection causes issues with the offline address book.  Disconnecting the wireless mouse receiver solved this.  The fix is to update the drivers for the wireless mouse.  See http://support.microsoft.com/kb/913405/en-us

    And yes, this was the biggest "WTF?" moment I've had.


    You absolute legend!  I would have been sat here until Christmas trying to figure that one out.  This has got to be the strangest resolution in my IT career so far.  Thanks for posting this!
    Tuesday, October 09, 2012 10:05 AM
  • I only lost two days trying to solve this problem! I still can't believe that one update solved the problem!
    Wednesday, October 24, 2012 7:54 PM
  • Do the affected users use wireless mice?  We encountered this problem, turned out the "non-HID" portion of the wireless connection causes issues with the offline address book.  Disconnecting the wireless mouse receiver solved this.  The fix is to update the drivers for the wireless mouse.  See http://support.microsoft.com/kb/913405/en-us

    And yes, this was the biggest "WTF?" moment I've had.

    I don't believe it,  I don't even have a wireless mouse but I do have the intelipoint software installed and updating it seemed to fix the problem.

    Weird.

    Oh and thanks!

    Thursday, November 01, 2012 12:38 PM
  • Unbelievable - what a genius. Unplugged wireless receiver and instantly downloaded. And just to add insult to injury it is a Microsoft wireless keyboard and mouse! Thanks so much.

    BTW couldn't connect to download at all initially, had to give read/write permissions for authenticated users to c:\program files\microsoft\exchange server\V14. Was stuck on connecting and download would not start at all.

    Friday, November 02, 2012 11:26 AM
  • That wireless mouse solution really is something. Worked for me as well. My staff and I can hardly wrap our minds around it.
    Tuesday, December 11, 2012 9:22 PM
  • I have to say THANK YOU!  This resolved the problem for us too...was battling this for a few days. 

    Tried on both Microsoft and Logitech branded wireless devices - removing the receivers on both worked.

    Wednesday, December 19, 2012 6:23 PM
  • I also used your recipe  --disconnect the wireless mouse-- and the OAB update worked right away.  
         (It is not a Microsoft mouse.   )
    Thanks for the information.

    I have been trying to find information on non-HID.
    If you have any quick tips or a pointer to info about this, I wanted to get a better understanding of this topic.
    Does this "wireless" for the mouse use the same "wireless" for the laptop regular network access via WiFi ?
    (We had some evidence that when the laptop did not use the wireless mouse the OAB worked OK and/or when the laptop was running only on WiFi the OAB worked OK.    Not sure if this is all the same root cause.)

    Also, does anyone know if this is something that Microsoft will fix at some point ?    

    We are trying to determine if "few or many" people here might be having OAB failures and have not reported it.

    Thanks again.

    keywords ----  Outlook 2010 Offline Addrress Book update OAB Exchange 2007 cache mode wireless mouse Windows 7 W7 hung manual OAB update scheduled / automatic OAB update

    ==

    Wednesday, December 19, 2012 7:11 PM
  • OMG - we ran in this problem today... this is the most bizarre issue we have ever come across - and I've been in IT for more then 30 years!

    What the heck does a wireless mouse driver have to do with a OAB download?!?!?!?!

    Thursday, December 27, 2012 7:01 PM
  • Hi All,

    Here is what worked for me. I went into Send/Receive -> Send/Receive Groups -> Download Address Book. Uncheck "Download changes since last Send/Receive." This will force a complete download as opposed to sync of only changes. That's it. Mine took about 8 minutes to download.

    Note: I am not sure if my VPN was part of the problem. I disconnected VPN when I did this.

    Hope this helps.

    • Proposed as answer by jlivester Thursday, January 10, 2013 5:12 PM
    Thursday, January 10, 2013 5:11 PM
  • We logged a job via Premier Support, the PS engineer came back with that suggestion.  I suspect either the engineer had encountered the problem elsewhere, or the solution is included in the internal notes for the KB article.
    Tuesday, March 19, 2013 4:31 AM
  • This is specifically to do with wireless HID devices (mice and keyboards), not WiFi (network)

    Tuesday, March 19, 2013 4:39 AM
  • This is almost unreal.  I read through the thread hoping that someone would eventually post the background behind "why".   Outlook 2010/Exchange 2010 clients use Autodiscover, web services and HTTP/HTTPS to download the OAB.  Could the HID driver be interfering with one of those.  Seems unlikely, but I have seen equally weird things happen.


    Jim McBee - Blog - http://mostlyexchange.blogspot.com

    Wednesday, April 10, 2013 11:32 PM
  • Thanks for this Peter!

    Along with other methods others have listed here already, I had even used the trick listed here (http://technet.microsoft.com/en-us/library/ff969354(v=office.14).aspx) to try and force Oulook to behave, but to no avail.

    I can confirm that installing IntelliPoint resolved the issue for one of my users as well.

    OAB updated properly afterwards. I didn't even need to recreate her Outlook 2010 profile.


    • Edited by sboisvert Wednesday, June 05, 2013 7:56 PM
    Wednesday, June 05, 2013 7:54 PM
  • Thank you very much for posting this. It saved me a lot of extra time and headache. I too had the “You have got to be kidding me!” moment.

    I had the Wireless Notebook Optical Mouse 4000.

    Friday, December 06, 2013 3:03 PM
  • Do the affected users use wireless mice?  We encountered this problem, turned out the "non-HID" portion of the wireless connection causes issues with the offline address book.  Disconnecting the wireless mouse receiver solved this.  The fix is to update the drivers for the wireless mouse.  See http://support.microsoft.com/kb/913405/en-us

    And yes, this was the biggest "WTF?" moment I've had.

    Peter, you're a star (well, whoever told you at PS is, but you were kind enough to pass it on). I've been in this game for over 20 years now and wouldn't have worked that one out any time soon! WTF. Indeed!
    Wednesday, February 12, 2014 9:28 AM