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CraigIrvin-0249 avatar image
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CraigIrvin-0249 asked CraigIrvin-8693 answered

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

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?

windows-server-fslogix
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Hi @CraigIrvin-0249 ,

Welcome to our forum.

Please kindly understand under Outlook tag, we mainly focus on general issue on Outlook desktop client, considering your issue may be more related to fslogix, in order to resolve it better, I removed Outlook tag and added fslogix tag.

Thanks for your understanding and hope your issue would be resolved soon.

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LeilaKong-MSFT avatar image
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LeilaKong-MSFT answered CraigIrvin-0249 commented

Hello @CraigIrvin-0249 ,

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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Downgrading to 2.9.7349.30108 still exhibits the same issue with the added feature that User Based GPO's stop working. UPD's are not used. Configuration as follows. Let me know if you need more. Thank you!

[HKEY_LOCAL_MACHINE\SOFTWARE\FSLogix\Profiles]
"Enabled"=dword:00000001
"VHDLocations"="\\\fs1\\FSLogix\\ProfileCache"
"DeleteLocalProfileWhenVHDShouldApply"=dword:00000001
"FoldersToRemove"=hex(7):00,00
"LockedRetryCount"=dword:00000018
"LockedRetryInterval"=dword:00000005
"ReAttachRetryCount"=dword:00000078
"ReAttachIntervalSeconds"=dword:00000005


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LeilaKong-MSFT avatar image
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LeilaKong-MSFT answered CraigIrvin-0249 commented

Hello @CraigIrvin-0249 ,

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?

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We use SEP, latest version with exclusions added and our policies do not allow us to run without SEP unfortunately. The location is on a local file server within the same subnet. dword:00000078 is Hexadecimal for 120.

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LeilaKong-MSFT avatar image
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LeilaKong-MSFT answered

Hello @CraigIrvin-0249 ,

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.
97450-support-tool.png



support-tool.png (12.2 KiB)
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LeilaKong-MSFT avatar image
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LeilaKong-MSFT answered

Hello @CraigIrvin-0249 ,

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

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CraigIrvin-8693 avatar image
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CraigIrvin-8693 answered

@LeilaKong-MSFT

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.



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CraigIrvin-8693 avatar image
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CraigIrvin-8693 answered

Correction. I'm unable to open a support request using the methods that are outlined. We do not have an active SA agreement that provides support or Premier subscription. If I try to use the paid option I can enter in my credit card number but there is no button to submit it. I'm stuck and really do need help on this issue; more than willing to pay Microsoft for the assist.

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