question

DanR-4232 avatar image
0 Votes"
DanR-4232 asked RyanBurney-6356 published

RDS 2019 Env - Outlook Error

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:
114676-image.png



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.

office-outlook-itproremote-desktop-servicesremote-desktop-client
image.png (13.0 KiB)
· 1
5 |1600 characters needed characters left characters exceeded

Up to 10 attachments (including images) can be used with a maximum of 3.0 MiB each and 30.0 MiB total.

Did you find a solution to this issue? I am seeing a very similar issue. We are using UPD and the O365 version of outlook.

0 Votes 0 ·
JiaYou-MSFT avatar image
0 Votes"
JiaYou-MSFT answered DanR-4232 commented

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://docs.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.

============================================
If the Answer is helpful, please click "Accept Answer" and upvote it.
Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

· 1
5 |1600 characters needed characters left characters exceeded

Up to 10 attachments (including images) can be used with a maximum of 3.0 MiB each and 30.0 MiB total.

We're using UPDs.
Outlook is an install of Microsoft 365 Apps for enterprise ver 16.0.14131.20278

I will try both here and see what works for one user.

The first link doesn't show the same errors are getting.

The second link has some fixes but I would need to do it on all the RDS session hosts? Some those attempts are user specific. It's hard to get on with users as the issue occurs. Its usually them reporting it after the fact.

0 Votes 0 ·
JiaYou-MSFT avatar image
0 Votes"
JiaYou-MSFT answered JiaYou-MSFT edited

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://docs.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

115329-20.png



============================================
If the Answer is helpful, please click "Accept Answer" and upvote it.
Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.


20.png (47.7 KiB)
· 1
5 |1600 characters needed characters left characters exceeded

Up to 10 attachments (including images) can be used with a maximum of 3.0 MiB each and 30.0 MiB total.

HI DanR-4232,

Is there new update about your issue?

0 Votes 0 ·