Migrated users unable to send emails to non-migrated mailbox

 

SYMPTOMS

Migrated users are facing issues while sending emails to the non-migrated mailbox.

 

RESOLUTION

• Make sure that you have successfully signed in by using the Microsoft Online Services Sign-In Application.

After you sign in, you can reconfigure your desktop applications. To do this, follow these steps:

  1. In the Microsoft Online Services Sign-In Application, click Options , and then click Advanced Options . 
  2. Click Reconfigure my desktop applications . 
  3. Make sure that all applications are selected, and then click Configure applications . 

 

• Make sure that the latest Microsoft Office service pack is installed. At a minimum, Service Pack 1 is required if users are using Outlook 2007. 

 

• Make sure that you use an Outlook profile that was created by using the Microsoft Online Services Sign-In application.

Note :  Before you start the troubleshooting process, you must close both Outlook and Office Communicator. Use Windows Task Manager to make sure that the Outlook.exe process and the Communicator.exe process are not still running. If either process is running in Task Manager, select the process, and then click End Process . 

 

• Make sure that the global address list (GAL) is up to date.

Make sure that you can view any changes in the GAL by using Outlook Web Access. If the changes are not present in the GAL, the changes will not be replicated to the Outlook Offline Address Book (OAB).

 

Note: You must successfully sign in by using the Microsoft Online Services Sign-In Application to download the Offline Address Book. 

 

• Verify the Offline Address Book URL and GUID by using Office Outlook. To do this, follow these steps:

  1. Hold down the CTRL key, and then right-click the Outlook icon in the notification area on the right side of the taskbar.  
  2. Click Test E-mail Autoconfiguration . 
  3. Click to clear both Guessmart check boxes. 
  4. Enter the email address and password, and then click OK . 
  5. After the test runs, collect the information that is displayed in the results box. Specifically note the OAB URL. The OAB URL from Outlook should match the OAB of the organization in the Business Productivity Online Standard Suite (BPOS) Active Directory directory service. 

 

• Verify that the Background Intelligence Transfer Service is started. To do this, follow these steps:

  1. Click Start , click, Control Panel , click Administrative Tools , and then click Services . 
  2. Locate the Background Intelligence Transfer Service item, and then verify that the  Status is set to Started . 

 

 

• Make sure that Office Outlook is configured to use Exchange Cached Exchange Mode. To do this, follow these steps:

  1. Do one of the following: If you are running Outlook 2007, click Tool s, and then click Account Settings.  (If you are running Outlook 2010, click File on the Office ribbon, click Account Settings , and then click Account Settings . )
  2. In the E-mail Settings dialog box, select the account that you want, and then click Change . 
  3. In the Microsoft Exchange Settings dialog box, verify that Use Cached Exchange Mode is selected. 

 

• Make sure that you wait 36 hours for the changes to replicate after you modify Active Directory.  

The nightly OAB replication starts at 3 A.M. The process is typically completed at 5-6 A.M. PST (GMT-8). After the replication process is complete, you may have to wait another 8 hours before the OAB files are available for download on the Client Access Server (CAS) servers.  

 

• Try to download the Offline Address Book. To do this, follow these steps:

  1. In the Sign-in application, start Office Outlook.  
  2. Do one of the following: • If you are running Outlook 2007, click Tools , select Send/Receive , and then click Download Address Book .  (If you are running Outlook 2010, on the Office ribbon, click Send/Receive , in the Send/Receive group, click Send/Receive groups , and then click  Download Address Book . )
  3. Click to clear the Download changes since last Send/Receive check box. 
  4. Under Address Book , select the address book for your domain. The address book may include a number that ends with AL. For example, the address book may be displayed as follows: \ contoso1.com AL 
  5. Click OK , and then wait several minutes.  
  6. You can determine whether the OAB files were successfully downloaded to the following file path and whether they have the most current time/date stamp:

Users\USERNAME\Local Settings\Application Data\Microsoft\Sign In\Config\USERNAME@COMPANY.com 

 

• Verify that the following registry subkey matches the previously mentioned OAB file path:

HKEY_CURRENT_USER\Software\Microsoft\Windows NT\CurrentVersion\Windows Messaging Subsystem\Profiles\USERNAME@COMPANY.COM\13dbb0c8aa05101a9bb000aa002fc45a 

 

• Validate that Office Outlook and the local computer can access the OAB file that resides on the CAS server.

This process is typically performed in the background by Outlook or when the user forces an OAB download by using Outlook. Make sure that you sign in successfully by using the Microsoft Online Services Sign-In Application. To do this, follow these steps:

  1. In the notification area, right-click the Outlook icon.  
  2. Click Test E-Mail Autoconfiguration .  
  3. Click Use Autodiscover , and then click Test . 
  4. Verify that results are supplied and that the OAB "https" URL value is returned.  
  5. Click the XML tab, copy the  OABUrl  path, paste this path in the address field in Windows Internet Explorer, and then add "/OAB.xml" to the end of the string, as in the following example:  https://autodiscover-redppe.mail.ccsctp.com/OAB/93179f28-4b4d-4e58-aec1-07bb493be4f4/OAB.XML 
  6. Note the returned results in Internet Explorer. When you locate this URL, the page should contain lots of XML data. If you see only two or three lines of information or no XML data at all, you may have to contact Technical Support to regenerate the OAB. The Internet Explorer results should resemble the following:  https://autodiscover-redppe.mail.ccsctp.com/OAB/93179f28-4b4d-4e58-aec1-07bb493be4f4/e93eda95-3ff8-4198-b4f1-92048f76d49f-data-468.lzx 
  7. Copy and paste the .lzx path into Internet Explorer, and then press ENTER. Make sure that you can successfully download the lzx file.  This verifies that the Offline Address Book is successfully generated by the server and that you have permissions to download the file. 

 

• Verify the applicable registry key. To do this, follow these steps:

  1. Locate the following registry key: HKEY_CURRENT_USER\Software\Microsoft\WindowsNT\CurrentVersion\Windows Messaging Subsystem\Profiles\email-address\13dbb0c8aa05101a9bb000aa002fc45a 
  2. Verify that 001e660e key exists and that it targets one of the following: Windows XP: %userprofile%\Local Settings\Application Data\Microsoft\Sign In\Config\[email-address];Windows Vista: %userprofile%\AppData\Local\Microsoft\Sign In\Config\[email-address] 

 

• Remove the Outlook data.

To remove an existing Exchange Online profile, follow these steps:

  1. Exit Outlook, exit the Microsoft Online Services Sign In application, and then exit Office Communicator. 
  2. Click Start , click Run , type %appdata%\Microsoft\Outlook , and then click OK . 
  3. Create a new folder, and then move all the files that are located in the Outlook folder into the new folder. 
  4. Click Start , click Run , type %userprofile%\Local Settings\Application Data\Microsoft\Outlook , and then click  OK . On Windows Vista-based or Windows 7-based computers, type  %localappdata%\Microsoft\Outlook , and then click OK . 
  5. Open Control Panel, and then click Mail . 
  6. Click Show Profiles . 
  7. Select your Exchange Online profile, and then click Remove . 
  8. Create a new folder, and then move all the files that are located in the Outlook folder into the new folder. 
  9. Delete all Exchange Online-related Outlook profiles from the  Mail  item in Control Panel. 
  10. Click Start , type Run , type  %localappdata%\Microsoft  in the  Open  box, and then click OK . 
  11. Delete the Sign In folder. 
  12. Click Start , type Run , type  regedit  in the  Open  box, and then click OK . 
  13. Right-click the MOCHA registry subkey, and then click Delete . 
  14. Restart the computer. 

 

APPLY TO

  • Microsoft Business Productivity Online Standard
    Suite
  • Microsoft office exchange online