Why does Outlook say it cannot open the folders of the mailbox?

Question

Why does Outlook say it cannot open the folders of the mailbox?

Kurt Stichelmans 661

What we have: a forest with multiple domains: Head - subdomain1 and subdomain2. So the FQDN is subdomain1.head.intern and subdomain2.head.intern. The Exchange server is in sub1 and has fqdn exchangesrv.subdomain1.head.intern.
We are at cu20 and it is a Exchange server 2016 on a Windows server 2012R2. not that this is of any value but just to make a global view.

Our issue is one that is already going on for some months (not to say years) but we cannot figure it out what the cause is and with us many others who tried to look at it also. The issue happens somedays and to some users, not all of them (1000 mailboxes).
User is working in a citrix environment with Outlook 2016 (latest updates). There is no cached mode! So always live/online.

The issue: opening Outlook gives popup: could not open the folders. Check if Exchange server is online. There are possible network issues.
The error message is not near the real situation because other users on the same citrix server have no problems. Other users have no Outlook issues at all at that same moment.
The odd behaviour is really in that specific profile at that moment. If I do nothing and I wait for one, two hour or longer the user can open his Outlook as normal like there was never an issue before.
After odd behaviour I do try different things like: outlook in safe mode => no go, Outlook on other citrix server = no go, new outlook profile = no go, .... hours later = go (Outlook opens).

At first I thought it was only for users with more than one mailbox (shared or added with credentials of other mailbox) but now there are also users with only one mailbox (their own mailbox).

So after all this I keep looking and I saw this.

get-exchangeserver - status | fl ==> result: only one DC is shown. Maybe it is an active directory issue and can I try to add some extra DC to that parameter? We have 4 DC servers in that domain.

But I cannot find what exactly to use to change that. Is it this command? Especially the multiple DC is important for me.
set-exchangeserver -identity "exchangeserver" -StaticDomainControllers "DomainControllerName1, DomainControllerName2, DomainControllerName3"
And do I also have to use the -staticGlobalControllerName ?

I know it is somehow weird, but like I said it is already a real long time we have this "never ending" issue. I cannot tell the story again and again. Thank you for your understanding.

kind regards
Kurt

Kael Yao 37,746 Reputation points Moderator

2021-10-14T06:10:41.443+00:00

Hi @Kurt Stichelmans

After odd behaviour I do try different things like: outlook in safe mode => no go, Outlook on other citrix server = no go, new outlook profile = no go, .... hours later = go (Outlook opens).

Have you tried configuring the affected mailbox on another device (instead of on the citrix server)?
Can you login successfully or will you get the same error?

If the same error, please have a check in the event viewer>application log and see if there are some error or warning events generated, for example, event 9646.

get-exchangeserver - status | fl ==> result: only one DC is shown. Maybe it is an active directory issue and can I try to add some extra DC to that parameter? We have 4 DC servers in that domain.

To narrow down this issue, you may test with OWA to see if it is a domain controller related issue.
If OWA works fine, I suppose this issue may not have too much to do with domain controllers.

In addition, it is not recommended to configure static domain controllers for Exchange.
Instead, let Exchange dynamically select the domain controller it uses.
Kurt Stichelmans 661 Reputation points

2021-10-14T06:57:27.703+00:00

Affected mailbox ion local Windows (at the moment of issue) = indeed also no connection/cannot open folders.....

Static DC = ok I understand.
But we have 4 DC servers in that domain.
On the Exchange server I ask: get-exchangeserver - status | fl and I also see the originatingserver = DCserver3.

When we restart DCserver1, DCserver2 or DCserver4 there is no problem and all Outlook clients keep working. But when we restart DCserver3 then a lot of Outlook clients get the message that they cannot connect. The Outlook clients lose their connection. When the DCserver3 is up again, Outlook recovers.

But indeed that is the parameter OriginatingServer, not the StaticDomainControllers parameter.

Is their a possibility to change that origintaingserver and is that important?

Thanks for your following up.
Kind regards
Kurt
Kael Yao 37,746 Reputation points Moderator

2021-10-14T07:58:13.093+00:00

Hi Kurt.

You can use the following command to check what domain controller Exchange server is using:
get-exchangeserver - status | fl current*

When we restart DCserver1, DCserver2 or DCserver4 there is no problem and all Outlook clients keep working. But when we restart DCserver3 then a lot of Outlook clients get the message that they cannot connect. The Outlook clients lose their connection. When the DCserver3 is up again, Outlook recovers.

If the result returned by the command shows DCserver3, it should be the expected behavior.
As currently Exchange is connecting to DCserver3 for authentication.

If DCserver3 is restarted, Exchange may temporary lose connection with Active Directory, it would keep trying to connect to the current domain controller(DCserver3).
If it fails to connect in a period of time (up to 15 minutes) ,it would try to connect to another alternate domain controller.
During this process, Outlook may disconnect.
This behavior is by design and you don't need to change the origintaingserver setting.
Kurt Stichelmans 661 Reputation points

2021-10-14T08:34:51.537+00:00

ok, thank you, for that clear explanation.
so I can possibly remove that idea too. that idea = AD as cause of outlook not connecting.
Kael Yao 37,746 Reputation points Moderator

2021-10-19T07:06:07.07+00:00

Hi Kurt.

I am writing here to confirm with you how thing going now?
Did you find some error events generated in the event viewer>application log on the Exchange server when this issue occurred?

1 answer

Your answer

Kael Yao 37,746 Reputation points Moderator

2021-10-14T06:10:41.443+00:00

Hi @Kurt Stichelmans

After odd behaviour I do try different things like: outlook in safe mode => no go, Outlook on other citrix server = no go, new outlook profile = no go, .... hours later = go (Outlook opens).

Have you tried configuring the affected mailbox on another device (instead of on the citrix server)?
Can you login successfully or will you get the same error?

If the same error, please have a check in the event viewer>application log and see if there are some error or warning events generated, for example, event 9646.

get-exchangeserver - status | fl ==> result: only one DC is shown. Maybe it is an active directory issue and can I try to add some extra DC to that parameter? We have 4 DC servers in that domain.

To narrow down this issue, you may test with OWA to see if it is a domain controller related issue.
If OWA works fine, I suppose this issue may not have too much to do with domain controllers.

In addition, it is not recommended to configure static domain controllers for Exchange.
Instead, let Exchange dynamically select the domain controller it uses.
Kurt Stichelmans 661 Reputation points

2021-10-14T06:57:27.703+00:00

Affected mailbox ion local Windows (at the moment of issue) = indeed also no connection/cannot open folders.....

Static DC = ok I understand.
But we have 4 DC servers in that domain.
On the Exchange server I ask: get-exchangeserver - status | fl and I also see the originatingserver = DCserver3.

When we restart DCserver1, DCserver2 or DCserver4 there is no problem and all Outlook clients keep working. But when we restart DCserver3 then a lot of Outlook clients get the message that they cannot connect. The Outlook clients lose their connection. When the DCserver3 is up again, Outlook recovers.

But indeed that is the parameter OriginatingServer, not the StaticDomainControllers parameter.

Is their a possibility to change that origintaingserver and is that important?

Thanks for your following up.
Kind regards
Kurt
Kael Yao 37,746 Reputation points Moderator

2021-10-14T07:58:13.093+00:00

Hi Kurt.

You can use the following command to check what domain controller Exchange server is using:
get-exchangeserver - status | fl current*

When we restart DCserver1, DCserver2 or DCserver4 there is no problem and all Outlook clients keep working. But when we restart DCserver3 then a lot of Outlook clients get the message that they cannot connect. The Outlook clients lose their connection. When the DCserver3 is up again, Outlook recovers.

If the result returned by the command shows DCserver3, it should be the expected behavior.
As currently Exchange is connecting to DCserver3 for authentication.

If DCserver3 is restarted, Exchange may temporary lose connection with Active Directory, it would keep trying to connect to the current domain controller(DCserver3).
If it fails to connect in a period of time (up to 15 minutes) ,it would try to connect to another alternate domain controller.
During this process, Outlook may disconnect.
This behavior is by design and you don't need to change the origintaingserver setting.
Kurt Stichelmans 661 Reputation points

2021-10-14T08:34:51.537+00:00

ok, thank you, for that clear explanation.
so I can possibly remove that idea too. that idea = AD as cause of outlook not connecting.
Kael Yao 37,746 Reputation points Moderator

2021-10-19T07:06:07.07+00:00

Hi Kurt.

I am writing here to confirm with you how thing going now?
Did you find some error events generated in the event viewer>application log on the Exchange server when this issue occurred?

Answer 1

Philip nicoles 381

I think, to fix this error you must run "outlook.exe /resetnavpane" command by using following steps:

Step1: Close Outlook.
Step2: Hold the Windows key + R to open the Run command.
Step3: Type or paste this into the Open field: outlook.exe /resetnavpane into the text field.
Step4: Press Enter (or OK button) to restart Outlook.

If problem still exist, then try scanpst.exe to repair Outlook data files. I found this link which helps you to repair outlook data file: https://www.youtube.com/watch?v=zrw3EnMk5yU

If you have found any other way to fix this error in the Outlook app, let me know in the comments below.

If the Answer is helpful, please click "Accept Answer" and up vote it.

Kurt Stichelmans 661 Reputation points

2021-10-14T06:45:07.11+00:00

We don't have pst files.
/resetnavpane and other options does not contribute to a solution.

The focus for me is now: do I have to add extra DC servers at the Exchange server?
Is this ok to add?

set-exchangeserver -identity "exchangeserver" -StaticDomainControllers "DomainControllerName1, DomainControllerName2, DomainControllerName3"
And do I also have to use the -staticGlobalControllerName ?

Kind regards
Kurt

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Why does Outlook say it cannot open the folders of the mailbox?

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