Exchange 2013 - Offline Address Book cannot be downloaded to Outlook

36584367 201 Reputation points
2021-08-20T08:45:14.283+00:00

Hi,

We have Exchange 2013 on-prem and we just noticed that we cannot download the offline address book on our Outlook client. Whenever we try to do so, we are getting this error - "0x8004010F - the operation failed. An object cannot be found".

I searched on the Internet and tried the below suggestions but still problem persists:

  • Create a new offline address book
  • Check that authenticated users have read permissions
  • Removed OAB folder from client side and tried downloading it again - when I tried doing this, I am getting an error "the connection to Microsoft Exchange is unavailable. Outlook must be online or connected to complete this action"

Is there anything else I can try please? Thanks

Exchange Server Management
Exchange Server Management
Exchange Server: A family of Microsoft client/server messaging and collaboration software.Management: The act or process of organizing, handling, directing or controlling something.
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  1. 36584367 201 Reputation points
    2021-08-23T07:12:26.58+00:00

    Hi,

    Thanks for your detailed explanation.

    1. Does the issue occur on all internal and external Outlook clients? - this is happening when Outlook is set with cached mode. The address book is visible if Outlook is set to "live" mode. The address book is also visible if we login via OWA.
    2. Did you perform some changes on the Exchange server before the issue occurs? For example, installed CU or SU update.
      And what is Exchange server's current CU version? - we have Exchange 2013 version 15.00.1263.005. I don't remember when this started exactly since we did not notice it straight away
    3. Do you currently have other Outlook connection issues besides downloading Offline Address Book? - no other issues till now

    When I did the Test E-mail configuration thing, the OAB URL did not show. How can I see the OAB from EAC as per your screenshot?

    When I ran the command get-offlineaddressbook | fl Name,guid , the guid of my address book came up with no issues. I can also see the address book listed under the C:\ directory

    I am attaching screenshots of command Get-OfflineAddressBook | fl

    Thanks a lot!125523-exchange-1.jpg125524-exchange-2.jpg


3 additional answers

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  1. Kael Yao-MSFT 37,576 Reputation points Microsoft Vendor
    2021-08-23T02:36:40.55+00:00

    Hi @36584367

    Sorry I may need to first ask a few questions about this issue:

    1. Does the issue occur on all internal and external Outlook clients?
    2. Did you perform some changes on the Exchange server before the issue occurs? For example, installed CU or SU update.
      And what is Exchange server's current CU version?
    3. Do you currently have other Outlook connection issues besides downloading Offline Address Book?

    Here are several suggestions for further troubleshooting:

    1. Please run Test E-mail Autoconfiguration via affected Outlook clients and check if the OAB url is returned under the "Results" tag:
      125481-02.png
      By default it would be the internal or external url of the OAB virual directory, plus the OAB guid.
      OAB virtual directory in EAC:
      125462-03.png
      OAB guid in EMS:
      125433-04.jpg

    2.If the OAB url is returned correctly and the url settings are correct on your Exchange server, please check the following path on your server and see if the OAB folder exists.
    Path: C:\Program Files\Microsoft\Exchange Server\V15\ClientAccess\OAB\<guid>
    125403-04.png
    If the folder doesn't exist, please run the following command to force OAB generation:

    Get-OfflineAddressBook | Update-OfflineAddressBook  
    

    After the folder is generated, please retry downloading OAB in Outlook.

    3.If the issue persists, please run the following command and post a screenshot or post in text of the results.
    (Don't forget to hide your personal information for security)

    Get-OfflineAddressBook | fl  
    

    If the response is helpful, please click "Accept Answer" and upvote it.
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  2. 36584367 201 Reputation points
    2021-08-23T17:03:44.383+00:00

    Hi,

    I checked EAC and found out that the OAB URL's had lots of garbage written! I fixed both the external and internal URL's, gave Exchange a restart + did Recycle but problem still persists. Any idea what I can try next please? Thanks


  3. 36584367 201 Reputation points
    2021-08-25T09:27:57.88+00:00

    Hi,

    Before I run the said command I wish to clarify some points that you mentioned.

    Yes, the OAB URL is still missing in the Test E-mail Autoconfiguration.

    I created a second OAB since the first one (default address book) was giving us the issues that we are speaking off. Obviously the second OAB still gave us the same issues that we are talking about and now we have two identical address books.

    At this stage I assigned the custom address book as the "default" one I THINK! If I run the above command, does this apply to the custom address book too? Thanks