RDS 2019 Env - Outlook Error

Question

New RDS 2019 env with three sessions hosts, 2 gateways, and 2 brokers.

We're having users test the new env and we see that about 20% of users are getting this error:

Users are connecting to o365.

I know this is a known issue and sometimes a reg edit fixes it, but how can we fix it for multiple users/find the cause so we wouldn't have to do it for 100+ users during onboarding?

I'm not seeing a trend on what session host a user is on either.

Answer 1

HI

1.Are you using UPD or Fslogix or roaming profile in your RDS environment?
2.What's version of your outlook software?
3.I see some issue can be resolved by removing the trailing space from the legacyExchangeDN attribute by using ADSIEdit.msc. Can you check below method?

Outlook shows Disconnected in status bar if the last character in legacyExchangeDN is a space
https://learn.microsoft.com/en-us/outlook/troubleshoot/connectivity/outlook-displays-disconnected-in-status

Cannot start Microsoft Outlook. Cannot open the Outlook window. The set of folders cannot be opened. The information store could not be opened.
http://hinditechy.com/cannot-start-microsoft-outlook-error/

4.We need to confirm which method can solve our issue for one user easily so that we can do next action for multiple users.

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Answer 2

HI

1.If we want to discover how many outlook registry key not register fine for one issue user account, we can do below things:
log off one issue domain user account(e.g. u1) and one normal domain user account(e.g. n1)

we can logon domain administrator account on RD session host1 and run process monitor as admin then let u1 to logon this RD session host1, open outlook app to reproduce the issue, finnaly, we can stop procmon log by entering "ctrl+E" and save procmon log by using "ctrl+S", name issue user procmon log as issue.pml.

we can logon domain administrator account on RD session host1 and run process monitor as admin then let n1 to logon this RD session host1, open outlook app to reproduce the issue, finnaly, we can stop procmon log by entering "ctrl+E" and save procmon log by using "ctrl+S", name normal user procmon log as normal.pml.

we need to enter below command to find the user u1'session id and the user n1'session id.
query session

Finally, we can compare which difference between issue.pml and normal.pml about loading outlook app
We need to

Process Monitor v3.83
https://learn.microsoft.com/en-us/sysinternals/downloads/procmon

If this is urgent issue, I suggest you can open a case to Microsoft telephone support so that they can remote help you.

https://support.microsoft.com/en-us/gp/contactus81?forceorigin=esmc&Audience=Commercial&wa=wsignin1.0

I can’t start Microsoft Outlook or receive the error “Cannot start Microsoft Office Outlook. Cannot open the Outlook Window”
https://support.microsoft.com/en-us/office/i-can-t-start-microsoft-outlook-or-receive-the-error-cannot-start-microsoft-office-outlook-cannot-open-the-outlook-window-d1f69da6-b333-4650-97bf-4d77bd7abb85

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