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User not showing up in GAL

Posted on 2008-01-31
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Recently we had a major exchange failure.  We moved the mail stores to another exchange server and reconnceted the user's mailboxes to their AD accounts.  Unfortunately, one user is still unable to log into their Outlook.  It seems that even though her mailbox is connected to her AD account, the default policies within Exchange have yet to replicate to her AD account.  So for instance, she should have x number of email addresses within her AD account, but nothing has propogated over.  I had to manually add in an email account for her to receive email.  Unfortunately this still does not resolve the entire issue since she still does not show up within the GAL and when trying to recreate her Outlook profile, Outlook is unable to find her account through the address list.  To get around this, I have added in some email addresses manually through AD and am able to access her email through OWA.  However, we need to be able to resolve this issue all together.  
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Question by:nvr8981
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Expert Comment

by:Jessie Gill, CISSP
ID: 20788918
On the exchange server open active directory users and computers, then go to her user account properties , then select the exchange advanced tab and make sure hid from exchange address list is not checked.
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by:lollygagr
lollygagr earned 240 total points
ID: 20788937
Good description of a Recipient Policy problem.  Did you rehome the Recipient Updates Service to reflect the new server?  In the System Manager, go to Recipients - Recipient Update Services, and find any service that is homed on your old Exchange server.  In the properties, change the Exchange server value to your new server and make sure the domain controller is valid and the update interval is either Always Run or at least every hour.

Hope that helps you out.

DanG
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by:abraham808
ID: 20788939
First thing to check is the event viewer for error messages and go from there.

Go to the ESM and then Recipients and check the Recipient Update Services.

Depending on how many Domains you have Make sure that info is correct.  

Are your exchange servers communuicating with the Global Catalog?

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Author Comment

by:nvr8981
ID: 20789245
Thanks Guys,

Great answers, however I have a few additional pieces of information.  First, I made sure that the Hide from Exchange feature was not checked off on AD.  Second, we have tried to force an update through Recipient Update Services and tried to change the exchange server and DC to make sure that everything updates.  But even then, we moved 87 users the exact same way last night and they all seem fine.  Its only this user and maybe one other user.  Any additional ideas or suggestions.  

Again, thanks again for all your help.
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Assisted Solution

by:lollygagr
lollygagr earned 240 total points
ID: 20789727
Have you tested by creating a new mail-enabled user and checking to see if the email addresses are automatically applied per your Recipient Policy?  If not, it would be a good way to see if it's the account or RUS that is having the issue.

If your new account doesn't receive email addresses, and if you haven't rebooted your dc since these changes, you could give that a shot.  I have found that sometimes a swift dc kick can jumpstart your Recipient Updates service into working again.
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Expert Comment

by:abraham808
ID: 20789772
Check under the email addresses tab and make sure there is a check under Automatically update e-mail addresses based on recipient policy
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Author Comment

by:nvr8981
ID: 20789784
Just created a new mail enabled account and all of the email addresses have propogated over to this account.  
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by:lollygagr
lollygagr earned 240 total points
ID: 20789793
While you are working on the RUS, you can "fix" the one user by manually creating an x400 address for her - that will ensure GAL inclusion, though you may have OAB issues as well that can affect your cached mode users.  In any case,  look at the x400 string generated for another user to see which fields to populate, then fill out the x400 address properties "form", and then check the string in this new account against the others.  
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Accepted Solution

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nvr8981 earned 0 total points
ID: 20817112
OK, it seems the user had her Outlook running in a different location.  When we moved the mailbox, it seems that AD had a hard time finding the new Exchange server.  We ended up seperating her mailbox from her account in AD, deleted/recreated her AD account, and re-attached her email to the new AD account.  
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