Article ID: 115992, created on Apr 21, 2013, last review on Sep 8, 2014

  • Applies to:
  • Operations Automation 5.5
  • Operations Automation 5.4
  • Operations Automation 5.0

Symptoms

Symptoms are as follows:

  • A customer cannot download Offline Address Book in Outlook.

  • Offline Address Book is not being updated after changes were made in POA Customer Control Panel

Resolution

Use the instructions below to troubleshoot Offline Address Book (OAB) service for a customer.

  1. If a customer cannot download Offline Address Book in their Outlook it may mean that OAB was not created yet. It can take up to 24 hours for Exchange server to generate OAB for a customer organization. It is advised to wait up to 24 hours for OAB generating.

  2. A customer made changes in their Exchange organization in POA Control Panel, e.g. created new mailbox or updated properties of the existing one. However, OAB is not being updated after changes were made.

    2.1. It can take up to 48 hours for changes in an Exchange organization to reach client computer:

    • Exchange server has to regenerate OAB, this can take 24 hours in the worst case.

    • The Outlook client must download the OAB updates every 24 hours. This update can take up to 24 hours in the worst case.

    See the question 5 in the Microsoft Knowledgebase article #841273, 'Administering the offline address book in Outlook' for more details.

    2.2. Try to re-download OAB in customer's Outlook:

    • Use Tools > Send/Receive > Download Address Book.

    • Restart Outlook. After Outlook starts, the OAB download will start within 5 minutes.

    2.3. Mark the problem Offline Address Book for rebuild and re-build it in the POA Provider Control Panel:

    • Go to Service Director > Hosted Exchange Manager > Organizations

    • Click on the customer Exchange organization in question

    • On the current screen you may see when OAB was rebuilt last time and when it will be rebuilt next time in the 'Offline Address Book' section:

      {1}

    • Click the 'Mark OAB for rebuilding' button to schedule OAB rebuilding

    • On the same screen click on the link right to the 'OAB service' to force OAB rebuilding.

    • On the next screen switch to the 'OAB Configuration' tab.

    • Click the 'Rebuild OABs Now' button in the bottom of the screen.

    • Go to POA Task Manager.

    • Switch to the 'Periodic' tab.

    • Click on the 'Monitor Exchange services and perform maintenance' task.

    • Click the Run Task button.

    • POA will generate the background task 'Rebuild Offline Address Books of ExchangeOAB service #ID', where 'ID' is the ID of the OAB generating service.

    • Make sure that the background task completed successfully.

    • Return to the properties of a customer Exchange organization in Control Panel and make sure that the 'Last rebuild time' was updated:

      {2}

    • Re-download OAB in Outlook.

    2.4. Try to rebuild the problem OAB manually on Exchange server.

    • Go to Service Director > Hosted Exchange Manager > Organizations

    • Click on the customer Exchange organization in question

    • Click on the link right to the 'OAB service'

    • You will see Exchange server hostname in the _'Host' _section:

      {3}

    • Log into found Exchange server using RDP

      • Start the Exchange Management Shell

      • Execute the following cmdlet:

        Update-OfflineAddressBook -Identity "OAL_NAME"

      Replace the OAL_NAME in the command above with the name of a customer's Offline Address Book which can be found in the customer's Exchange organization properties in Provider CP:

      {4}

      • Re-download OAB in Outlook.
  3. Try to recreate OAB for a customer Exchange organization.

    Use the instructions in the following Knowledgebase articles:

  4. Check OAB integrity.

    Use the OABInteg tool described in the Microsoft Knowledgebase article #907792

  5. Check Active Directory objects and parameters.

    5.1. POA uses special attribute to filter recipients to be included into OAB generated for Exchange organization - extensionAttribute10. Every single Active Directory user with Exchange mailbox must have this attribute set to the name of corresponding AD organization. So, if AD user created for Exchange mailbox does not have this attribute set to the proper value then Exchange will not include it into OAB.

    Verify that OAB for a customer organization has properly configured recipient filter in AD using the Exchange Management Shell cmdlets:

    Get-OfflineAddressBook "S000000031 OAL" | fl Name, AddressLists
    Name         : S000000031 OAL
    AddressLists : {\S000000031 AL}
    
    Get-AddressList "S000000031 AL" | fl Name, LdapRecipientFilter
    Name                : S000000031 AL
    LdapRecipientFilter : (&(extensionAttribute10=S000000031)(mailNickname=*))
    
    Get-GlobalAddressList "S000000031 GAL" | fl Name, LdapRecipientFilter
    Name                         : S000000031 GAL
    LdapRecipientFilter          :
    (&(extensionAttribute10=S000000031)(mailNickname=*))

In the example above it is seen that OAB for a customer Exchange organization with the name S000000031 is using extensionAttribute10=S000000031 to include recipients.

So, if a mailbox is absent in the Offline Address Book - verify that corresponding user in AD has the extensionAttribute10 set to the name of AD organization where user is located:

  • Log into AD domain Controller

  • Run the adsiedit.msc

  • Find the problem user

  • Right click on the user and select Properties

  • Check the value of the extensionAttribute10:

    {5}

5.2. Verify that a customer Exchange organization in Active Directory has proper OWKO (Other-Well Known Objects) attribute set.

The OWKO with GUID D22DFCC5B73645E99E16C9AD3D61F34F is very important for proper OAB generation, it points to the distinguished name of the Offline Address List for an Exchange organization, so if it is missing OAB cannot be generated.

Read the Knowledgebase article #10014 'How to get OWKO of Active Directory object' for more information about them and ways to fetch OWKO of an AD organizational Unit.

Verify that OWKO mentioned above and other ones are set properly for an Exchange organization. Use the following Knowledgebase articles for instructions:

See the example of the problem caused by improper OWKO in the Knowledgebase article #115358 'Offline Address Book is not being updated'.

  • Check errors on Exchange server during OAB generating.

    Log into the Exchange server which generates customers' OABs and analyze entries in the Windows Event Viewer related to OAB generating: 'Event Category: OAL Generator'.

  • Check the permissions of C:\Program Files\Microsoft\Exchange Server\V14\ClientAccess\OAB\web.config configuration file. Add "Read" and "Read & Execute" permissions for authenticated users.
  • Search Words

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    Duplicate GAL entries

    Offline Address Book

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