OAB not working for some users

Hi All,

Hopefully someone can help here.  I have a few users that are unable to use the Offline Address Book in Outlook 2010 which is generated by out Exchange 2010 server.

I am testing this by going to Send/Receive in Outlook and clicking Work Offline.  Then I create a new email, click To and try to access the Global Address List.  On the majority of machines this works perfectly fine and I can access the OAB offline.  For some users however I get an error saying this action cannot be performed because the connection to the server is offline.

To try and fix this for these users I have tried creating a new Outlook profile.  This had no effect so I created an entirely new Windows profile.  This also did not work.  Surely this cannot be a problem at the account level and why these users?!  Any help would be greatly appreciated as I have no idea why these users cannot use the OAB.
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robclarke41Asked:
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Zaheer IqbalTechnical Assurance & ImplementationCommented:
Are you using cached exchange mode ?
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robclarke41Author Commented:
Thanks, but I should have mentioned that I have seen that article.  Unfortunately it is not relevant as we are not having problems with the OAB.  It simply cannot be seen by some clients.
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Sushil SonawaneCommented:
also make sure your outlook user not using exchange cache mode.
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robclarke41Author Commented:
Yes we are using cached mode.
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Zaheer IqbalTechnical Assurance & ImplementationCommented:
Ok so does the address book download successfully ?
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robclarke41Author Commented:
Yes the address book downloads fine and I can see it with the correct modified date in the users local profile.
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robclarke41Author Commented:
Everything looks fine, the address book downloads ok but when the user selects it there is an error or sometimes it shows up but completely empty.  Most users are fine so this is very frustrating!
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Zaheer IqbalTechnical Assurance & ImplementationCommented:
what error do you receive?

What happens if the same user logs on to a computer of a user that it works for ?
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robclarke41Author Commented:
Sorry I should also mention that this is on a Windows 2008 R2 RDS server, if that makes any difference.
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Zaheer IqbalTechnical Assurance & ImplementationCommented:
OK this is on Remote Desktop Services and not users logging onto their own ccomputers and launching outlook?
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robclarke41Author Commented:
Yes, sorry I missed that part at the beginning.  The problem is on an RDS server, but users are still just opening and using Outlook the same way as they do with their desktops.  I should also mention that the users that are having the problem have no issues when working on their normal desktop PCs.
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Zaheer IqbalTechnical Assurance & ImplementationCommented:
So when working on a live RDS server why would you want to work in offline mode.

The issue here has to do with the way the RDS is handling the Outlook Profiles for each user.
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robclarke41Author Commented:
I don't want to work in offline mode.  I am using offline mode for testing.

If/when our Exchange servers decide to die, offline mode will enable people to still access contact details from the GAL/OAB.

How can it be an issue with the way RDS handles the Outlook profiles.  M$ fully support Outlook 2010s offline capabilities in RDS http://technet.microsoft.com/en-us/library/gg602061(v=office.14).aspx It is also working for most of our users.

We have a problem with a small number of users who are downloading the OAB fine but unable to view it from Outlook.
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Zaheer IqbalTechnical Assurance & ImplementationCommented:
When to use Online Mode
Online Mode is the legacy method of connecting to Microsoft Exchange. It is a fully supported configuration in Outlook 2013. Online Mode has value in certain scenarios in which the behavior of Cached Exchange Mode is unwanted. The following scenarios are examples:
“Kiosk” scenarios in which a particular computer has many users who access different Outlook accounts and the delay to download e-mail messages to a local cache is unacceptable.
Heavily regulated compliance or secure environments in which data must not ever be stored locally. In these environments, we recommend that you evaluate Encrypting File System (EFS) or BitLocker in addition to Cached Exchange Mode as a potential solution.
Very large mailboxes on computers that have insufficient hard disk space for a local copy of the mailbox.
Very large mailboxes (greater than 25 GB) on which performance considerations become an issue in Cached Exchange Mode.
Virtualized or Remote Desktop Services (Terminal Services) environments that run Outlook 2013 and on which disk size or disk input/output (I/O) limitations prevent running Cached Exchange Mode at the desired scale.
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robclarke41Author Commented:
Thank you for the information but we have been running in this mode for years now and we confirmed with M$ that it was valid before we set it up.  Also as I mentioned earlier we are using Outlook 2010 not 2013.  In Microsoft's words 'Cached Exchange Mode with Remote Desktop Services Cached Exchange Mode is supported when Outlook 2010 is deployed in a RDS environment.'
  I know the setup works I just need some help.  Can you concentrate on looking at my problem instead of trying to prove that my already proven setup is not valid?  I do not mean that in a negative way, I'm just looking for some help here.
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Zaheer IqbalTechnical Assurance & ImplementationCommented:
Ok.. Aplogise ;)

Can we create a test user with a new mailbox and minimal security ie AD groups etc..

Does it work for this test user?
Any difference in policies being applied.
Do you use a proxy or Internet access etc...
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robclarke41Author Commented:
No problem, thank you :)

I have created a basic test user and it does not have the problem.  It is using the same policies etc and we do not use a proxy for internet access.  This is the crux of the issue really, why are some users having the problem and others not when they are all setup the same way?
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Zaheer IqbalTechnical Assurance & ImplementationCommented:
Is there at all any difference between the users that have the issue and the users that dont?

The users that have the issue are they old users and been migrated from an older system etc..

Do all user have there Documents profile re-directed are you using roaming profiles?

What is the error that you are receiving?
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