MS Loop - unable to search users in org

Question

Hi Team,

I have the following scenario:

Using Exchange SE (on prem) in hybrid environment with AAD Sync in place.

When users with a mailbox on prem try to create workspace in MS Loop they are unable to find anyone in the org when doing people look up, however on sharepoint and MS Teams they can which I would of thought Loop is also using the same Azure AD people's search to locate users.

If a user within the same OU and license (E5) have their mailbox migrated to Exchange online - they can search users in org.

I would like to confirm does that mean MS Loop only works with EXO mailboxes?

Users are visible in GAL, however I'm wondering if there is a setting I might be missing with regards to cloud GAL and that is why on prem mailbox user is unable to search.

Thanks,

Answer 1

In a hybrid environment with on-premises Exchange and Azure AD Sync, users with on-premises mailboxes may experience limitations in certain applications, including Microsoft Loop. The issue you're encountering, where users cannot find others in the organization while using Loop, is likely due to how Loop interacts with Azure AD and the Global Address List (GAL).

Microsoft Loop may have different integration requirements compared to SharePoint and Teams. While users with Exchange Online (EXO) mailboxes can search for users in Loop, those with on-premises mailboxes may not have the same functionality due to potential discrepancies in how user information is synchronized and accessed across services.

To confirm if Microsoft Loop only works with EXO mailboxes, it would be advisable to check the official documentation or support channels for any specific requirements or limitations regarding user lookups in Loop. Additionally, ensure that there are no settings or permissions that might be affecting the visibility of on-premises users in the cloud GAL.

If the users are visible in the GAL but still cannot search in Loop, it might indicate a configuration issue or limitation specific to Loop's integration with on-premises mailboxes.

For further assistance, consider reaching out to Microsoft support or consulting the relevant documentation regarding hybrid Exchange environments and Microsoft Loop functionality.

Answer 2

Hi @Waseem Caco

Thank you for posting your question in the Q&A Forum. 

Based on current documentation and observed behavior, Microsoft Loop tends to work best when users have their mailboxes hosted in Exchange Online. 

In hybrid environments, users with on-premises mailboxes may not work as expected in certain features; for example, they may be unable to search for colleagues in Loop, even though they can still find them in Teams or SharePoint. This difference appears to be related to how Loop integrates with cloud services, which rely on Exchange Online for collaboration features such as mentions, notifications, and people lookup. 

While users are visible in the Global Address List, that visibility alone does not always guarantee full Loop functionality. At present, migrating mailboxes to Exchange Online is generally recommended to enable the full set of Loop features. 

Some users have reported this behavior in hybrid environments, and a Microsoft Q&A thread related to this topic is available here: Hybrid customer accessibility. - Microsoft Q&A 

For official guidance, you may find these resources useful: 

• Manage Loop in your organization | Microsoft Learn 
• Get started with Microsoft Loop - Microsoft Support 

I hope this information is useful. Microsoft may update features over time, so it’s always good to check the latest guidance occasionally. 

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