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zznate-6006 avatar image
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zznate-6006 asked AndyDavid commented

Outlook cannot connect to exchange but OWA can

Hi,



Ive built a new exchange 2019 environment on windows 2019 server (twice) and each time i get the following error when trying to connect my outlook on the win10 client to exchange



"Cannot start Microsoft Outlook. Cannot open the Outlook window. The set of folders cannot be opened. The information store could not be opened."


I can open up OWA and send mail (Send connector working) and i have configured the records for autodiscover and mx records.


When i go through the mail option in control panel to setup profiles it successfully pulls the profile from the exchange server and creates the OST file.

Ive tried opening outlook in /safe mode and /resetnavpane.

Also disabling firewalls, antivirus, uninstalled skype and tried reinstalling office.

I have a certificate chain that the system is happy with and dont get any messages.

I've followed the exchange deployment assistant and don't feel i missed any steps. The environment is not connected to the internet and only needs to send mail in a small intranet.

I cant seem to find any logs on the client which may suggest why the outlook client gives that error.


I downloaded the troubleshooter EMT tool and it confirms that things should be working.

I'm out of ideas here and would love any advice or ideas to what i may have missed

Thanks for your time and support


Regards,

Nathan

office-exchange-server-administrationoffice-outlook-itpro
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I tried a 2016 version of outlook to see if that changed anything but similar error.

Tried a different version of exchange 2019 and no luck.

I can still connect to the exchange and download the OST file in control panel\mail. It tells me my profile was successfully setup but outlook still wont load and errors on boot up

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Did you ever figure this out?

I did a test restore of an Active Directory server and an Exchange 2019 server in an offline/disconnected network. Everything works fine except Outlook 2016 gives me a similar error (but instead of mentioning the Information Store, it says "The set of folders can't be opened. You must connect to Microsoft Exchange with the current profile before you can synchronize with your Outlook data file.").

Like your situation, OWA works perfectly fine and mail flows between internal mailboxes using OWA. Connecting Outlook 2016 succeeds in connecting to Exchange (all green arrows, autodiscover working fine), and the profile is successfully created, but then when Outlook loads to the Inbox, that message appears.

I find it interesting that in both your case and mine, there is no Internet. This was restored from a perfectly working Exchange 2019 server that is still in production, the only difference being no Internet for the test restore network.

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LucasLiu-MSFT avatar image
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LucasLiu-MSFT answered LucasLiu-MSFT commented

Hi @zznate-6006 ,
Does theissue occur on only one computer, or does all computers fail to log in to mailbox through Outlook client?
After you have tried all the above methods, does the same error appear?

1.Please check Exchange-related services and make sure all services are running normally.
2.Please check the Outlook client connection by using ExRCA.
Please refer to: Microsoft Remote Connectivity Analyzer

In addition, I found an official article on this issue, you can refer to the solution provided in it: I can’t start Microsoft Outlook or receive the error “Cannot start Microsoft Office Outlook. Cannot open the Outlook Window”



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Hi,

Thanks for your reply. I have checked the services and they are running, i can send and get mail from the OWA client but its just the outlook one that wont connect.

This is a non internet connected network so i cant use the online connectivity tools.
Ive also tried recreating new forests with different versions (exchange and office 2016) and im still getting the same errors.

I must be missing a step during the install to create this problem. after exchange installation i setup the autodiscover cname, MX records and set the intranet send connector as the build document says

Thanks
Nathan

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Hi @zznate-6006 ,
What is the version of the Exchange server? If possiable, you could try to update the Exchange server to the lastest version.
Please make sure that the Outlook client is the lastest version.
I noted that you mentioned that there is no internet in your environment, so is your sending and receiving done internally?
1.Please run the following command to check whether the autodiscover url set correct:

 Get-ClientAccessService | fl *uri*

2.You could also type the autodiscover url to IE and check whether get "600 invalid request".
83508-image.png


In addition, please remove Lync from the System Startup before you start the Outlook client.



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Hi @zznate-6006 ,
I am writing here to confirm with you how thing going now? If the above suggestion helps, please click “Accept as answer” to mark helpful reply as an answer.Your action would be helpful to other users who encounter the same issue and read this thread.

Thanks for your understanding.



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BrianHall-6604 avatar image
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BrianHall-6604 answered AndyDavid commented

I figured out what is happening.

After verifying the Exchange connection and setting up the profile successfully, the Outlook client pings the default gateway before connecting to the Information Store. If the ping is not successful, Outlook stops and reports that it either can't open the information store or that it can't open your profile's set of folders. This happens even though when you set up the profile, it successfully connected to Exchange.

So in my test environment, where the client machine was getting a default gateway through DHCP, but where that default gateway didn't actually exist, I had to set a static IP address on the client machine, and used the AD server in my restore environment as the gateway. Even though it won't really route any traffic, it was enough for Outlook to get an ICMP response from the server to fake it into thinking the gateway was up, and I was able to load Outlook with no issues after that.

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Thank you for this update. I'm pretty sure many will benefit from it.

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