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Issues syncing with Exchange accross multiple users RRS feed

  • Question

  • I support users that share an Office 365 mailbox, and have been fighting sync issues for months. There are 12 users that all access the same email address and have it synced with Outlook 2016 on their individual machines. Once they add a second, individual account, sync starts going a little nuts. They will be unable to move items across folders, search individual mailboxes, save changes to the shared calendar, and other sync related issues. 

    The 'Sync Issues' folder currently has about 33000 messages, most are for the folder 'Recipient Cache' and look like;

    11:28:49 Synchronizer Version 16.0.11629

    11:28:49 Synchronizing Mailbox 'XXXXXXXXX'

    11:28:49 Synchronizing local changes in folder 'Recipient Cache'

    11:28:49 Uploading to server 'https://outlook.office365.com/mapi/emsmdb/?MailboxId=60ab9620-dc'

    11:28:52                  2 item(s) updated in online folder

    11:28:52 Downloading from server 'https://outlook.office365.com/mapi/emsmdb/?MailboxId=60ab9620-dc'

    11:28:52 Error synchronizing folder

    11:28:52                               [80040109-50A-80040109-560]

    11:28:52                               The function cannot be performed because the message has been changed.

    11:28:52                               Microsoft Exchange Information Store

    11:28:52                               For more information on this failure, click the URL below:

    11:28:52                               

    11:28:52 Done

    Any insight on how to proceed in troubleshooting is greatly appreciated. Please let me know if more information will help provide a solution. 

    Friday, June 14, 2019 5:49 PM

All replies

  • Hi Browis,

    I’d like to first confirm with you:

    • What do you mean by “add a second, individual account”? Add a shared account or a second account to your profile?
    • If we switch to Online mode for your exchange account, will issue be reproduced?
    • How do you add shared account to Outlook? Via Account settings > open this additional mailbox?

     

    According to my research, the Recipient cache is a hidden subfolder of the Contacts folder that is used for auto complete. In case this issue was related with Autocomplete list, please reset the list to test the results.

    To do this, please first switch to Online mode and then open File > Options > Mail > Send messages section. Click Empty Auto-Complete List.

    Besides, if you mean shared folders, shared folders will also be cached to your data file under cached Exchange mode. To avoid sync issues, we can directly access these folders online. Please refer to the steps below to disable the caching of shared folders:

    1. Go to File tab > click Account Settings > Account Settings.

    2. In the Account Settings dialog box, click the E-mail tab and then double-click your Microsoft Exchange Server account.

    3. In the Change Account dialog box, click More Settings.

    4. In the Microsoft Exchange dialog box, click the Advanced tab.

    5. Click to clear the Download shared folders check box.


    Any updates, please feel free to post back.

    Regards,

    Perry

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    Monday, June 17, 2019 2:47 AM
    Moderator
  • Hi Browis,

    Any updates with this issue? Does sync issues still occur?

    If you need further assistance, please feel free to post back.

    Regards,

    Perry


    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.

    Wednesday, June 19, 2019 8:50 AM
    Moderator