Address books appear twice in cache mode

Question

Address books appear twice in cache mode

HW 0

Hello everyone,

we have the following problem. With a user, the phenomenon occurs both on the local client and in her terminal server profile that all address books shared mailboxes (user mailbox) appear twice in Outlook 2016. The client is configured in cache mode. As soon as we disable cache mode, the problem no longer occurs. Accordingly, not on the OWA.

We have already renewed the Outlook and Windows profiles several times and still suffer from this problem. At times, "external contacts" appeared as a separate address book entry for the respective mailboxes. However, these disappeared after a while.

Is the problem known and does anyone know of a solution or diagnostic approach?

Thanks in advance.

Andy David - MVP 157.8K Reputation points MVP Volunteer Moderator

2023-03-29T15:14:41.87+00:00

Can you show a picture of that?
Yuki Sun-MSFT 41,376 Reputation points Moderator

2023-03-30T03:05:27.8166667+00:00

Hi @HW ,

all address books shared mailboxes (user mailbox) appear twice in Outlook 2016.

I read through the post but not quite clear about what the exact issue is. Do you mean the user has a shared user mailbox added in her profile, and it's the address books of the shared mailbox appear twice, right?

How does the shared mailbox configured, via automapping or it's added as an additional mailbox of the primary mailbox?
HW 0 Reputation points

2023-03-30T10:34:47.1633333+00:00

Hello everybody. Yes it is a shared user mailbox added to the outlook client of the affected users. The issue appear at several user accounts with different shared mailboxes. Affected users got read right access to the mailboxes.

One example just for imagination: User A is working with his client in cache mode. User B grant access for user A to his full mailbox. After a while, user A will see user B

´s mailbox, calender and address book below his own.

The issue is, that the address book appears two times. One more important information. The option downloading separat mailboxes is active.

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Andy David - MVP 157.8K Reputation points MVP Volunteer Moderator

2023-03-29T15:14:41.87+00:00

Can you show a picture of that?
Yuki Sun-MSFT 41,376 Reputation points Moderator

2023-03-30T03:05:27.8166667+00:00

Hi @HW ,

all address books shared mailboxes (user mailbox) appear twice in Outlook 2016.

I read through the post but not quite clear about what the exact issue is. Do you mean the user has a shared user mailbox added in her profile, and it's the address books of the shared mailbox appear twice, right?

How does the shared mailbox configured, via automapping or it's added as an additional mailbox of the primary mailbox?
HW 0 Reputation points

2023-03-30T10:34:47.1633333+00:00

Hello everybody. Yes it is a shared user mailbox added to the outlook client of the affected users. The issue appear at several user accounts with different shared mailboxes. Affected users got read right access to the mailboxes.

One example just for imagination: User A is working with his client in cache mode. User B grant access for user A to his full mailbox. After a while, user A will see user B

´s mailbox, calender and address book below his own.

The issue is, that the address book appears two times. One more important information. The option downloading separat mailboxes is active.

Answer 1

Yuki Sun-MSFT 41,376 Moderator

Hi @HW ,

From the screenshot, seems like you are talking about the Contacts folders. Have you checked if other shared folders like calendars are also affected by this issue?

Please test on one affected machine by following the steps below and see if there would be any improvement:

In Outlook, select File >Account Settings >Account Settings. Select the user's account.
Choose More Settings, followed by the Advanced tab.
If there's a checkbox of "Turn on shared calendar improvements", unselect it and then reopen Outlook:

If the option above is not available on your end or the issue persists, please collect the information below for further discussion:

What's the detailed version information of your Outlook. You can go to File > Office Account > About Outlook.
Which version of Exchange server you are using?

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

HW 0 Reputation points

2023-03-31T08:45:57.0633333+00:00

@Yuki Sun-MSFT •

The calenders are not affected. Only the contacts folders ( address books) are affected.

I can not see the "turn on shared calender improvments" option. I guess this is an option provided in O365 version.

We currently use Outlook 2016 ( 16.0.4993.1001 32bit )

Do you have anything else I can check?
Yuki Sun-MSFT 41,376 Reputation points Moderator

2023-04-03T08:35:24.2933333+00:00

Hi @HW ,

Have you had a chance to try clearing the checkbox of "Download shared folders"?
HW 0 Reputation points

2023-04-03T12:57:12.37+00:00

@ Yuki-Sun : Yes Im talking about contacts folders. Calendars are not affected.

There is no „Tun on shared calendar improvements“ checkbox. I guess it is only available in outlook 365.

We are using outlook 2016 (16.0.5366.1000 32bit) Our Exchange server is running in version 2016.

Meanwhile I´v created a real shared mailbox(non user mailbox that is shared) and granted access to the affected users. It will be display on their outlook clients only one time. So only one contacts folder /calendar .

Can I check something more?
HW 0 Reputation points

2023-04-03T14:59:39.5933333+00:00

@Yuki Sun-MSFT Yes I can do that. Im sure that will solve the issue. But cache mode and downloading shared mailboxes was choosen in case of performance. So Im still looking for an solution and not an workarround. But we will do that test
HW 0 Reputation points

2023-04-03T15:01:18.63+00:00

One more update. One of the affected user is missing today all contacts in one of the double contact folders
HW 0 Reputation points

2023-04-04T10:23:15.4433333+00:00

Hello @Yuki Sun-MSFT, yes Im talking about contacts folders. Calendars are not affected of this issue. I guess the „turn on shared calendar improvements“ option is comming with outlook 365. We are using Outlook 2016 (16.0.4993.1002 - 32 bit) Our Exchange server is running on 2016. Cache mode was choosen in case of performance for our citrix terminal server farm. Sure we could switch to live mode, but user do not accept slower performance. In the meantime I created a real shared mailbox (no shared user mailbox) and added it to all affected person. I is not appearing twice at affected users. Do you have any other idea?
Yuki Sun-MSFT 41,376 Reputation points Moderator

2023-04-05T08:42:58.7766667+00:00

Hi @HW ,

Meanwhile I´v created a real shared mailbox(non user mailbox that is shared) and granted access to the affected users. It will be display on their outlook clients only one time. So only one contacts folder /calendar .

So, do you mean in the issue you described in the original post, the user also sees duplicated shared mailboxes?
Normally, when full access permission is granted, the mailbox would display automatically in the user's Outlook. Did the user also add the mailbox manually afterwards?
HW 0 Reputation points

2023-04-05T13:45:29.3+00:00

Im so sorry to all regarding my multible posts. I haven´t seen my comments / answers. I guess an issue with the view. @ Yuki Sun-MSFT : No no. I mean they see the address books of the shared user mailboxes duplicated. Of course the shared user mailbox will be automatically added to the affected outlook client in case of the full permissions. I´m not aware about that someone is adding the mailboxes the manual way.
Yuki Sun-MSFT 41,376 Reputation points Moderator

2023-04-06T08:36:19.8066667+00:00

Thanks @HW for the clarification. Have you had a chance to try opening Outloook in safe mode (Press Win+R, type "outlook /safe", press "Enter")? This helps narrow down if it could be an issue with any add-ins in Outlook.
HW 0 Reputation points

2023-04-06T14:10:03.5966667+00:00

That is a good point. I will check and come back.Related to holidays in Germany it will take a few days.
Yuki Sun-MSFT 41,376 Reputation points Moderator

2023-04-10T07:17:13.2266667+00:00

Just give it a shot at your convenience :-)
HW 0 Reputation points

2023-04-14T08:09:35.19+00:00

Hello @Yuki Sun-MSFT , we have testet to start outlook in safe mode. Still the same situation. I can not understand why it´s downloading everything twice. Many years ago, I was administrating Lotus Notes. I think we had a log file to see whats going on while sync / download.
Yuki Sun-MSFT 41,376 Reputation points Moderator

2023-04-18T08:50:55.2733333+00:00

Hi @HW ,

Yes, it's weird the issue only occurs in cached mode to this specific user. Have you checked the Sync issues folder and see if there are any findings?

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Address books appear twice in cache mode

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