Different results in Outlook Global address list search depending on cached mode or not

Question

Different results in Outlook Global address list search depending on cached mode or not

KF 21

When searching in Global address list in Outlook adress book in online mode it searches through email addresses but when in cached mode it doesn't. For instance when searching "video" gives search results for a shared mailbox with mail address videosupport@keyman .com but not in cached mode. Why? (It's only when searching the Global address list that it works this way, in other address lists it works the same way as in online mode).

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Answer 1

ChristyZhang-MSFT 26,201 Microsoft External Staff

Hi @KF ,

Welcome to our forum!

What's the version of your Outlook? (File > Office Account > About Outlook). Please make sure you have upgraded your Outlook to the latest version.

As I know, if the offline address book is not latest, this issue may occur. Please download the latest copy of the OAB. To do this, follow these steps:

If the issue still occurs, it is suggested that you could try to create a new profile(Control Panel>Mail>Show Profiles>add) and add the account for testing to check if there are some differences.

Hope the above help!

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KF 21 Reputation points

2022-05-18T05:59:34.107+00:00

Thank you. The shared mailbox exists in the address list, it's just that you need to search for
the display name, it doesn't appear in search results when searching for
mailaddress.
This is the behavior for alla users. Outlook and address book is updated. New profile makes
no difference.
ChristyZhang-MSFT 26,201 Reputation points Microsoft External Staff

2022-05-19T07:32:27.847+00:00

Hi @KF ,

Thanks for your reply!

Does this issue occur with the specific address or all the address in Global address list?

Based on my test, when the username of the shared mailbox is changed to "testshared" from "shared01" and then i search in the address book, i found that:
Searching the display name "shared 01" succeed
Searching new address "testshared@xxxxxxxxxxxxx .com" fail, and when i check the properties of the sharedmailbox, it stiil display the original address "shared01@xxxxxxxxxxxxx .com"

So, considering the issue occurs with all users, i'm afraid it's related to the Global address list. It's suggested that you could try to update Global address list: Update-GlobalAddressList.
KF 21 Reputation points

2022-05-19T08:27:16.697+00:00

Yes, this "phenomenon" occurs with all of the addresses in Global address list.
In your example we wouln't have gotten results on either search. Only searching for
display name works.
We will try to update the Global address list and try again.
ChristyZhang-MSFT 26,201 Reputation points Microsoft External Staff

2022-05-23T07:22:45.227+00:00

Hi @KF ,

It has been a while and I am writing to see how things are going on with this issue. If you have any further updates on this issue, please feel free to post back. If you think my reply is helpful to you, please remember to mark it as an answer. Warm thanks.
KF 21 Reputation points

2022-05-24T05:03:56.79+00:00

Unfortunatly updating the adress list didn´t solve the issue.
ChristyZhang-MSFT 26,201 Reputation points Microsoft External Staff

2022-05-25T06:01:22.527+00:00

Hi @KF ,

Thanks for your reply!

In order to further confirm whether the problem is related to the shared mailbox address, please try to create a new shared mailbox and search in the global address list to check whether there is any difference.
KF 21 Reputation points

2022-05-25T07:33:14.253+00:00

This is the behaviour for ALL mailboxes, it's not just one specific mailbox. (The problem is that the search function doesn't seem to search the mailaddress column in Global adresslist in cached mode. All mailboxes exists in the list).
ChristyZhang-MSFT 26,201 Reputation points Microsoft External Staff

2022-05-27T07:55:14.103+00:00

Hi @KF ,

Considering the issue is related to Cache mode, it's also suggested that you could try to update Offline Address Book and then download Offline Address Book in Outlook client to check if there're any differences. If the issue still exists, please create a new profile(Control Panel>Mail>Show Profiles>add) and add the account.

On the other hand, considering the issue is only related to the Global address list, it's suggested that you could create a new Global address list or Offline Address Book to check if there's the same issue.
KF 21 Reputation points

2022-05-31T07:46:15.803+00:00

Updating Offline Address Book didn't make a difference.
We tried creating a new profile before and i didn't make it work but now it somehow does work but unfortunatly only for some time.
We tried creating new profiles for a few users yesterday and it worked but today the issue is back for some of them.
ChristyZhang-MSFT 26,201 Reputation points Microsoft External Staff

2022-06-01T08:13:18.533+00:00

Hi @KF ,

Thanks for your reply!

Do you mean that the problem occurred again after the user re created the profile?

If so, considering that it would also be affected when the outlook program itself is damaged. It is recommended that you try to fix the Office application.

On the other hand, considering the impact of some third-party programs on your computer, please try to perform a clean boot for windows and check if the issue still occur.
KF 21 Reputation points

2022-06-01T08:24:08.897+00:00

Yes, it worked for some users after re creating the profile but after a few hours the problem occurred again for them.
ChristyZhang-MSFT 26,201 Reputation points Microsoft External Staff

2022-06-02T06:49:22.907+00:00

Hi @KF ,

Thanks for your reply!

Have you tried the methods i mentioned above?
KF 21 Reputation points

2022-06-02T09:23:21.043+00:00

Repairing the Office app didn't make it work. I'm not sure if I will be able to try the clean boot on computers in our organization,

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Different results in Outlook Global address list search depending on cached mode or not

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