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out of office assistant, server not available?

    Question

  • Hi,

    This seems to have been a common error a few years ago but I've just run into it and have newer systems, software, patches, whathaveyou, than are listed in all the articles I've read so I'm wondering if there is something new out there to help resolve this issue.

    I have upgraded two of my users from Windows XP 32-bit, Office 2010 with Exchange 2007 server on the backend to Windows 7 64-bit, Office 2010 (32-bit) with the same Exchange 2007 backend.  All of my Windows XP users have been running for a couple of years without issues.  The two Windows 7 users have been running for almost 2 weeks and this is the first time we've seen this.  Nothing has been changed on the Exchange server.

    When trying to access the Out Of Office Assistant they get the following error:

    "Your automatic reply settings cannot be displayed because the server is currently unavailable.  Try again later."

    Both of these users have been with the company over 10 years so their accounts were created before we had a standardized account naming policy.  So their Windows login names are different than their email addresses, which is where I think the problem resides.

    I've looked at and/or attempted just about everything I've found on the web so far with no luck.  This includes a hot fix from Microsoft for Outlook 2010 that is supposed to address this issue.  But then I run it on the computer it tells me that, "There are no products affected by this package installed on this system."

    The results of the Test email-autoconfiguration look good to me, but this is the only system I've ever looked at.  When I ran the test it asked for user credentials and if I gave it the primary email address it would fail, giving it the Windows logon username and password and it would run successfully.  Which I think indicates the disconnect.

    I've checked the DNS for an autodiscover entry and that looks correct.

    The one thing I haven't tried yet was the uninstallation of KB973917, which will have to wait for after hours work so I can reboot the server.

    So I am at a loss.  I'm no real expert on Exchange or Outlook, but I'm the closest thing we have around here.  It seems this issue has been around for a long time and that a solution must be available but it eludes me.

    Any suggestions on where to go from here?

    Thanks in advance,

    Linn

    Wednesday, August 08, 2012 8:37 PM

All replies

  • Hi Linn,
    Does it work for any users with Outlook 2007/2010?

    I think you have a problem with Autodiscover and to start the troubleshooting, run Test-OutlookWebServices in Exchange Management Shell (EMS) to verify your Autodiscover settings.
    If you post the output of the command, it will be easier for us to help you.

    Do you have a trusted certificate installed?

    Martina Miskovic

    Thursday, August 09, 2012 4:07 AM
  • Hi Martina,

    All of my users are running Outlook 2010 and so far only these two users are experiencing trouble.

    I'm not sure if I'm doing this correctly.  I ran the following command in the Exchange Management Shell:

    test-outlookwebservices -identity:myemail@mydomain.com

    And it returned

                                                   Id                                              Type Message                                         
                                                   --                                              ---- -------                                         
                                                 1003                                       Information About to test AutoDiscover with the e-mail add...
                                                 1006                                       Information The Autodiscover service was contacted at http...
                                                 1016                                           Success [EXCH]-Successfully contacted the AS service a...
                                                 1015                                           Success [EXCH]-Successfully contacted the OAB service ...
                                                 1014                                           Success [EXCH]-Successfully contacted the UM service a...
                                                 1006                                           Success The Autodiscover service was tested successfully.

    Then I repeated using the email address of one of the failing accounts and got this:

                                                   Id                                              Type Message                                         
                                                   --                                              ---- -------                                         
                                                 1003                                       Information About to test AutoDiscover with the e-mail add...
                                                 1006                                       Information The Autodiscover service was contacted at http...
                                                 1016                                           Success [EXCH]-Successfully contacted the AS service a...
                                                 1015                                           Success [EXCH]-Successfully contacted the OAB service ...
                                                 1014                                           Success [EXCH]-Successfully contacted the UM service a...
                                                 1006                                           Success The Autodiscover service was tested successfully.

    Is there a way to get the full messages?  It looks like these were truncated.  But it does say success for each attempt.  What do you think?

    Thanks,

    Linn

    Thursday, August 09, 2012 12:20 PM
  • hi,

    Please browser the autodiscover url on your problematic user's pc. See if you can get some error?

    hope can help you

    thanks,


    CastinLu

    TechNet Community Support

    Monday, August 13, 2012 4:00 AM
  • Hi CastinLu,

    I typed http://autodiscover into the browser on a computer that is working logged in as a user that is working and the Outlook Web Access (OWA) login popped up immediately.

    When I typed it into one of the new computers logged in as a user having the problem, it took a while, like 5 seconds, but then popped up the OWA login as well.

    Both computers are running IE 8.

    Only difference I saw was the speed at which it responded.  Is this what I'm supposed to see?

    Thanks,

    Linn

    Monday, August 13, 2012 12:45 PM
  • Just as a follow up, when I start a cmd prompt on both computers and run 'tracert autodiscover' I see the same response. 

    c:\>tracert autodiscover

    Tracing route to <servername>.domain.com [internal ip address]

    over a maximum of 30 hops:

    1 <1 ms <1 ms <1 ms <servername>.domain.com [internal ip address]

    Trace complete.

    I thought to try this because I've seen other discussions on this issue which say that when they run Test E-mail AutoConfiguration they see OOF returning an outside URL.  And that is not my case.  OOF URL: https://servername.domain.com/EWS/Exchange.asmx is what I get.

    Hope this helps,

    Linn

    Monday, August 13, 2012 12:54 PM
  • hi,

    So it seems that your autodiscover is ok. But i am not sure oof url. So could you please do the above test for oof url.

    thanks,


    CastinLu

    TechNet Community Support

    Tuesday, August 14, 2012 9:57 AM
  • Hi,

    I tried the OOF url, which is a https:// url, on the same two computers using the same accounts as the last test.

    On the working computer I was presented a login dialog and logged in as the working user and it returned a XML file.

    On the other computer using the troubled email account it just wouldn't accept the username/password until I entered the Windows username.  Then it returned the same XML page.

    This is what seems odd to me... I set up the user's previous computer, Windows XP sp3 with Office 2010, and ran these same tests.  I got exactly the same results as on the Windows 7 computer, using her email address as the login name under OOF.  Yet OOF works on the old computer.  I'm stumped.

    Thanks,

    Linn

    Tuesday, August 14, 2012 1:22 PM
  • hi,

    If you can, please post your whole url include oof and autodiscover.  And can you tell me more about the two users, such as their window account and their different email address.

    And if you can, please post the result of test-emailautoconfiguration include normal user and problematic user.

    thanks,


    CastinLu

    TechNet Community Support


    • Edited by Castinlu Thursday, August 16, 2012 9:41 AM
    Thursday, August 16, 2012 9:40 AM
  • Hi,

    I'm a little hesitant to publish all those exact details about my network and users on a public forum like this.  Is there a more secure way I can get you that information?

    One other thing I don't know that I mentioned before but both users get reoccuring prompts to authenticate to the Exchange server using their email addresses.

    For example, one user's Windows login is smith and his email address is jsmith.  When I log in as him on the new computer Outlook runs fine for the most part, however, it keeps popping up a login dialog box asking him to authenticate jsmith@mydomain.com.

    I'm trying to use Wireshark to see the difference in network traffic.  But it's the first time I've used Wireshark and I'm not sure what I'm doing yet or how to configure it to get what I want.

    I appreciate the help,

    Linn

    Thursday, August 16, 2012 12:46 PM
  • I just realized something in our Test Email AutoConfiguration results.  There's an entry at the end that says "Auth Package: Unspecified".  Should this be specified?  One article I was reading on line that showed a screen shot of their results had it set to NTLM.

    If I need to set it, how would I do that?

    Thanks,

    Linn

    Thursday, August 16, 2012 4:21 PM
  • Looks as though we've run out of help on this one but I'll post updates hoping it will spark an idea somewhere.

    I just converted myself to the Windows 7 platform.  My account is more normal, I believe, in that my Windows user name and Outlook default email address are the same.

    I launched Outlook and tried to set the Out Of Office assistant but received the same message.  "Your automatic reply settings cannot be displayed because the servier is currently unavailable.  Try again later."  And I get the occasional pop up to authenticate to Exchange.

    So now I'm not so sure this has anything to do with the user name/email address difference.

    The log of Test E-mail AutoConfiguration shows the following:

    Attempting URL https://servername.domain.com/Autodiscover/Autodiscover.xml found through SCP

    Autodiscover to https://servername.domain.com/Autodiscover/Autodiscover.xml starting

    GetLastError=0; httpStatus=200

    Autodiscover to https://servername.domain.com/Autodiscover/Autodiscover.xml Succeeded (0x00000000)

    Any thoughts?

    Thanks,

    Linn

    Wednesday, August 29, 2012 3:03 PM