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MichaelAdams-5874 asked KaelYao-MSFT commented

Outlook 365 Can't Download Global Address List Updates from Exchange 2019

We are using Outlook 365 on workstations that access an on-premises Exchange 2019 server. After a year of no issues, about a month and a half ago Outlook stopped downloading new people added to the Exchange server and its Global Address List. If I try to manually download the Global Address List (using commands in Outlook of File, Account Settings, Download Address Book), it gives the error:

"Task {email address} reported error 0x8004010F. The operation failed. An object cannot be found."

1) I checked the Global Address List on the server, and it is up-to-date. Only Outlook is out-of-date.
2) I created a new Outlook profile, and the Global Address List was up-to-date in the new Outlook profile.

In summary, Outlook can download the Global Address list when you first setup a profile, but it can't download updates after that.

Any assistance would be appreciated.

Michael

office-exchange-server-administrationoffice-outlook-itprooffice-exchange-server-itpro
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KaelYao-MSFT answered KaelYao-MSFT commented

Hi Michael.

If you are using Outlook in cached mode, Outlook will download an Offline Address Book, which is a copy of an address list collection from the Exchange server.
When you "manually download the Global Address List", actually Outlook downloads the Offline Address Book.

To troubleshoot the issue, please follow these steps:
1. run this command via Exchange Management Shell to check if the OAB generation mailbox is missing

 Get-Mailbox -Arbitration | where {$_.PersistedCapabilities -like "*OAB*"} | Format-List Name,ServerName

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2.If the mailbox is returned in the result, please check this path on the server if the OAB folder is generated

C:\Program Files\Microsoft\Exchange Server\V15\ClientAccess\OAB\<guid>

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3.run the following command to update OAB and then check the "Data Modified" of the OAB folder

 Update-OfflineAddressBook -identity "Default Offline Address Book"

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4.if the folder is updated successfully, please retry manually download OAB via Outlook

5.If the problem persists, please run this command to modify the settings of the OAB

 Set-OfflineAddressBook -identity "Default Offline Address Book" -GlobalWebDistributionEnabled $true -VirtualDirectories $null

Restart IIS on the Exchange server and retry the download via Outlook

6.If it doesn't work either, please check the urls of the OAB virtual directory on the Exchange server.
And also run a Test E-mail Autoconfiguration via Outlook and see if the OAB url is correct under the "Results" tag.
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Hi @MichaelAdams-5874

I am writing here to confirm with you how thing going now?
Did the issue get resolved?

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I really appreciate these detailed instructions. I ran through all the steps, and the address book still will not update. The only step I don't have 100% confidence on is Step 6.

"f it doesn't work either, please check the urls of the OAB virtual directory on the Exchange server."

I am not sure what I should be looking for there.

Thanks!

Michael

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Hi Michael.

Thanks for the update!

The only step I don't have 100% confidence on is Step 6.
Did you mean the OAB generation mailbox is present in the organization and the OAB folder can be updated successfully on the Exchange server?

To check the OAB urls on the server, you may simply run this command via EMS:

 Get-OabVirtualDirectory

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Or you may also check it via EAC>servers>virtual directories:

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Besides, have you run the Test E-mail Autoconfiguration via Outlook?
Did it show the correct OAB url in the results?

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MichaelAdams-5874 answered KaelYao-MSFT commented

Thank your for the new ideas! I ran these commands, but, unfortunately, it did not change the situation. I am still getting an error. When updating, it says "Offline address book Connecting to Microsoft Exchange", but it times out. It's strange that there is no problem with first creating the Outlook profile.

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Hi,
My apologies for the late reply.

The E-mail Autoconfiguration via Outlook did match the OAB the virtual directory,-
When updating, it says "Offline address book Connecting to Microsoft Exchange", but it times out.

Did it hang on "Offline address book Connecting to Microsoft Exchange"?
If so, could the OAB virtual directory url be resolved and accessed by the device?

You may check it via browser:
Input the OAB url returned by Test E-mail Autoconfiguration and add "OAB.xml" to the end
(for example, https://autodiscover.contoso.com/OAB/93179f28-4b4d-4e58-aec1-07bb493be4f4/OAB.xml)

Will you be prompted for credentials?
By default after you input the credentials,you will see some results like the following screenshot:
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Hi,

I performed the browser test, adding OAB.xml to the end of the URL.

There was no opportunity to enter credentials. What I got was the following error message:

"Server Error in '/OAB' Application.

Runtime Error

Description: An application error occurred on the server. The current custom error settings for this application prevent the details of the application error from being viewed remotely (for security reasons). It could, however, be viewed by browsers running on the local server machine."

Thank you.

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Hi,

Please have a check via IIS manager on the Exchange server to see if the authentication settings of OAB are correct.

By default, only windows authentication is enabled.
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