A few RDS users can not open outlook on 2019 terminal servers

Question

Setup
Terminal servers 2019
Office 365 E3
Users are using UPD.

We just finished an Office 365 cutover migration, and a few of the users are getting the error "Cannot start Microsoft Outlook. Cannot open the Outlook windows. The set of folders cannot be opened. The information store could not be opened." This error is only effecting random users throughout the week. It's like the outlook file is getting hung up some how? All other Office apps work normally and are signed in successfully.

Troubleshooting

1. Having the user sign out of Office 365 desktop apps and back in.
   this works about fifty-fifty
2. Kick the user off the terminal server and sign back into the pool.
   this would work sometimes to reestablish the connection and log the user back into their outlook.
3. Create a new outlook profile.
   This would work fifty-fifty to resolve the outlook from not opening. When it did not work a full reboot of the TS would resolve it.
4. Ran a Office repair on both servers. The outcome is more of the same.
5. Tried to run outlook in safe mode and get the same error.

I am kinda at the end of what I know works. Still have no idea what is locking the outlook datafile?

Answer 1

Hi @Mazi Rodd

What about using the registry to remove all old profiles then recreate it?

1. Type regedit in the Windows Search bar and launch the Registry Editor.
2. Then, navigate to Computer\HKEY_CURRENT_USER\SOFTWARE\Microsoft\Office\16.0\Outlook\Profiles
3. Go ahead and delete all the folders listed under Profiles.

Note: Depending on your Office version, you may need to navigate to Computer\HKEY_CURRENT_USER\SOFTWARE\Microsoft\Office\15.

In addition, if the method above not work for you, we could also use the SARA tool to do a check, for details: About the Microsoft Support and Recovery Assistant

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