Outlook 365 (C2R) Cannot Open Outlook OST cannot be accessed (2.9.7654.46150)

Question

Hello all I've reviewed all of the posts that I can in relation to OST issues and tried what I could from setting time out settings, disabling shared mailbox caching, AV exclusions, NTFS/Share permissions, making sure the profile disk isn't locked and so on.

My issue is that on a brand new profile being created we will consistently get the error "Cannot start Microsoft Outlook. Cannot open the Outlook window. The set of folders cannot be opened. The file <file path> cannot be accessed. You must connect to Microsoft Exchange at least once before you can use your Outlook data file (.ost)."

If I delete the mapi profile and recreate the problem will still happen. Same with deleting the profile and trying again.

In some cases it works but once you log off and back on a few times.

If I remove the user from being allowed to use FSLogix none of this happens. So I'm kind of drawing a blank on what needs to be done. The one question I do have is I stumbled onto a post about having to reinstall Office once you install FSLogix. Is there any weight to this? Is there anything else that we can try?

Answer 1

Hello @Craig Irvin ,

Do you use UPD? How did you configure fslogix? Will the issue happen if you downgrade to FSLogix 2004 (2.9.7349.30108)?

Is it working if you disable the policy "Include Outlook personalization data in container" based on the following post:
https://social.msdn.microsoft.com/Forums/en-US/e5559cfa-6fd1-467e-9e58-e23bd615c35f/cannot-start-microsoft-outlook-cannot-open-the-outlook-window-after-first-setup-fslogix?forum=FSLogix
https://social.msdn.microsoft.com/Forums/en-US/db7cb6e7-b03c-46c4-af40-17856bcbf320/29723748865-outlook-unable-to-launch?forum=FSLogix

Best regards,
Leila

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Answer 2

Hello @Craig Irvin ,

Thanks for your information.

1. Is the "VHDLocations"="\\fs1\FSLogix\ProfileCache" a shared folder on server, or Azure file share?
2. Will the problem disappear if you increase the volume "ReAttachRetryCount"=dword:00000078 to 120?
3. Do you use Bit Defender? Will the issue be fixed if you remove BD?

Answer 3

Hello @Craig Irvin ,

1.Did you try to reinstall office on your problematical server?
2.Is there RD connection broker server in your RDS environment?
3.Can you create a new test collection and add new test session host (with the same OS as the issue one) to this collection. Installing office on RD session host server, finally check if the same “outlook can’t be opened” issue happen.
4.Is the old user have no such “outlook can’t be opened” issue?
If the issue only happen on new user, we can run FSLogix Support Tool first on problematical server, then wait for both issue user and old user logon the problematical session host server.

On the problematical rdsh, download the support tool from
https://aka.ms/fslogix_support_tool

1. Run the FSLogix Support Tool.
2. Fill in the company name (we use this to separate the information from others).
3. click "enable logging" and Select "Gather Rule files", and "Gather Dump Files".
4. Click "Gather FSLogix Content" ( Please note: this will take several minutes)
5. Once complete, please locate the resulting zip file from C:\ProgramData\FSLogix\Support and attach it to your support ticket.
   

Answer 4

Hello @Craig Irvin ,

How are things going there on this issue?
Please let me know if you would like further assistance.

Answer 5

@Leila Kong

Sorry it's taken this long to respond back but I had to pivot to other projects. However coming back to this I have done several things to see if I can get this to work. So far I am still getting the same error to where Outlook will not launch and gives the error "Cannot start Microsoft Outlook. The set of folders cannot be opened. The file <PathToOST> cannot be accessed. You must connect to Microsoft Exchange at least once before you can use your Outlook data file (.ost)."

In each case a reboot and reset of the Container VHDX file was done. Here is what has been tried as of recent:

1. Upgraded to FSLogix version 2.9.7838.44263
2. Moved to just using a Profile Container and dropped Office 365 Containers (for now). Additionally no UPD's are in use. Reset FSLogix Registry items with gpudate done.
3. Performed Online repair of Office
4. Uninstalled Office and Reinstalled
5. Disabled Symantec Endpoint Protection on Session Hosts and File Server

I will see about opening a ticket with FSLogix.