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Outlook profile cannot be opened but OWA is normal for one of users

    Question

  • Dear Support, 

    We find that one of users' Outlook has error message below, even though on cached mode or online mode. 
    However, OWA for this problematic user mailbox is normal. 

    This problematic mailbox was moved to another mailbox database for testing. 
    We have re-create the Outlook profile for this problematic user but still encounter this issue. 
    In fact, we can create the Outlook profile for another users on this client computer successfully. 
    Could you have idea how to find the root cause?

    Error:

    "Cannot start microsoft outlook. Cannot open the outlook window. The set of folders cannot be opened. The file C:\Usrs\User.Name\AppData\local\microsoft\outlook\user.name@domain.com.ost is not an outlook data file (.ost)"

    Thanks!

    Best Regards, 
    Daniel


    Thursday, April 18, 2019 3:47 PM

Answers

  • Dear Manu, 

    The Outlook profile of the problematic user suddenly becomes normal after few days. 

    Thanks!

    Best Regards, 
    Daniel

    • Marked as answer by Daniel Chiu Monday, April 29, 2019 7:56 AM
    Monday, April 29, 2019 7:56 AM

All replies

  • Verify that the machine's network and DNS settings are correct.  Verify that the version of Outlook installed is capable of connecting to Exchange Server.  Delete or rename the file named in the error message and then try again.

    Ed Crowley MVP "There are seldom good technological solutions to behavioral problems."
    Celebrating 20 years of providing Exchange peer support!

    Sunday, April 21, 2019 2:24 PM
    Moderator
  • Dear Ed, 
    We can create Outlook profiles for other users on this problematic client computer successfully. 
    However, we cannot create the Outlook profile for this problematic user on the other client computer. 
    The issue seems not relate to DNS setting. 
    Thanks!

    Best Regards, 
    Daniel


    Sunday, April 21, 2019 2:41 PM
  • Hi Daniel,

    Open oulook in online mode,.(set outlookj mode to online, remove cache mode)

    Crate new outloo profile without selecting cache mode and check.

    Hardik P.

    Sunday, April 21, 2019 4:56 PM
  • Hi Daniel,

    Do you mean you cannot create a new Outlook profile for this problematic user? Which steps did you get stuck at? Could you please send the screenshot here?
    Besides, where have you tried to configure this account? Both internal network and external network?

    Please test Outlook Autodiscover in the ExRCA website for this account.
    If the test gets passed, open Outlook via a normal account, press Ctrl as you click on the Outlook icon at the task bar, then click the TestAutoConfiguration, uncheck Use Guessmart and Secure Guessmart Authentication then type the email address of the problematic user in "Email Address", like the following:

    Finally, click Test and check what we could get in the Results and Log.

    Regards,

    Manu Meng


    Please remember to mark the replies as answers if they helped. If you have feedback for TechNet Subscriber Support, contact tnsf@microsoft.com.

    Click here to learn more. Visit the dedicated forum to share, explore and talk to experts about Microsoft Teams.

    Monday, April 22, 2019 3:18 AM
    Moderator
  • Dear Hardik, 
    We create Outlook profile for Cached mode and Online mode but still cannot open the Outlook profile. 
    Thanks!
    Best Regards, 
    Daniel
    Monday, April 22, 2019 8:44 AM
  • Dear Manu, 
    We can create Outlook profile but cannot open the Outlook profile, even though it is on Cached or Online mode. 
    After finishing Autodiscover on new Outlook profile, we stuck on the screenshot below. 

    Thanks!

    Best Regards, 
    Daniel

    Monday, April 22, 2019 8:54 AM
  • Did you do as I suggested and delete the file named in the error message and try again?

    Ed Crowley MVP "There are seldom good technological solutions to behavioral problems."
    Celebrating 20 years of providing Exchange peer support!

    Monday, April 22, 2019 3:27 PM
    Moderator
  • Could you please tell us the test result in ExRCA on Outlook AutoDiscover?

    Try repair the mailbox by running: 

    New-MailboxRepairRequest -Mailbox "<mailbox_name>" -CorruptionType ProvisionedFolder,SearchFolder,AggregateCounts,Folderview

    Also check if the mailbox is quarantined, see How To Check If A Mailbox Is Quarantined in How To Set Mailbox Quarantine In Exchange

    Regards,

    Manu Meng


    Please remember to mark the replies as answers if they helped. If you have feedback for TechNet Subscriber Support, contact tnsf@microsoft.com.

    Click here to learn more. Visit the dedicated forum to share, explore and talk to experts about Microsoft Teams.

    Tuesday, April 23, 2019 8:27 AM
    Moderator
  • Dear Manu, 

    The Outlook profile of the problematic user suddenly becomes normal after few days. 

    Thanks!

    Best Regards, 
    Daniel

    • Marked as answer by Daniel Chiu Monday, April 29, 2019 7:56 AM
    Monday, April 29, 2019 7:56 AM