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New users don't show up in Outlook unless we turn off Cached Exchange Mode

Posted on 2013-01-15
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Last Modified: 2013-01-16
We have an Exchange 2010 organization with about 100 mailboxes.  Whenever we add a new user and mailbox, the new user doesn't show up in the Global Address List unless we uncheck Use Cached Exchange Mode in the Exchange account settings in Outlook.  It may eventually show up in the GAL but I know we've had users that are over a month old still not showing up unless we disable Cached Exchange Mode in Outlook.  Is there some setting or something we're missing that we can change or do to force them to update quickly?
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Question by:jtgerdes
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by:amclaughlin01
ID: 38780731
Here is one way to force Outlook to update.  This probably not an across the board fix, but you can test to see if it updates.

Normally when in Cached Mode, the Outlook client should update once every 24 hours.

Do you have any clients that are updating correctly, or is the problem on Cached Mode system wide?

Here is also a few Exchange shell commands that you can try:

Get-GlobalAddressList | update-GlobalAdressList
Get-AddressList | update-AddressList
Get-OfflineAddressBook | Update-OfflineAddressBook
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imkottees earned 1000 total points
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by:Manpreet SIngh Khatra
Manpreet SIngh Khatra earned 1000 total points
ID: 38781419
Seems a OAB issue

Many a steps mentioned here to help your cause
http://www.experts-exchange.com/Software/Server_Software/Email_Servers/Exchange/Q_27948101.html

- Rancy
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Expert Comment

by:MegaNuk3
ID: 38784256
Are you getting any OAB download errors in Outlook?

Have you tried increasing the diagnostic logging on the OAB generating server? Open EMS and do 'Set-EventLogLevel "<Server>\msExchangeSA\OAL Generator" -Level Medium' then run 'Get-OfflineAddressBook |Update-OfflineAddressBook' then watch the Application Event log on the OAB Generating server for OAL Generator events.

You may also find my OAB article helpful:
http://mobile.experts-exchange.com/Software/Server_Software/Email_Servers/Exchange/A_5064-9-Steps-to-end-OAB-nightmares.html
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Author Closing Comment

by:jtgerdes
ID: 38784320
It was an OAB issue.  In EMC under Organization Configuration>Mailbox>Offline Address Book tab I found that it was trying to use an old OAB pointing at the old Exchange 2003 server we migrated from and I had to create a new OAB.  Then under Organization Configuration>Mailbox>Database Management I went into the mailbox database Properties in the Client Settings tab and set the Office address book to the new one I created.
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