Address book not updating

My organisation's address book is not updating.
We are using Exchange 2010 and Outlook 2010 email clients.

Steps I've already done...
Manually updating the offline address list (EMC > Organization Config > Mailbox > Offline Address Book > right click Offline address list and selected Update)
Tried downloading full address book in Outlook (Send/Receive tab > Send/Receive Groups > Download Address Book > Check Full Details and click OK)

Despite updating the address book in Exchange and downloading the address book in Outlook the latest changes are still not present.
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Simon Butler (Sembee)ConsultantCommented:
First thing to do is verify if the changes are seen in OWA.
That uses live information. If they are not, then the problem is outside of the OAB.
If they are, then it is probably the OAB that is the problem.

On a test workstation, shutdown Outlook, then find and delete any files with the *.oab extension.
Restart Outlook. Wait a few minutes, then check the address book again.
That process forces a completely download, rather than an incremental download.


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antoniokingAuthor Commented:
Thanks Simon
I checked webmail, and the addresses were there.
So deleted the oab files from my computer and re-opened Outlook, checked the address book and there they all were.

How irritating... what if this is effecting half your users!
Simon Butler (Sembee)ConsultantCommented:
It probably means one of the incremental updates are corrupt.
When clients download the OAB, they don't download the full OAB every time, Exchange generates incremental updates that contain the changes. These are then merged with the full copy the client holds.

The process I got you to do above forces a full download, rather than the incremental, which indicates the problem is with the incremental update.

Which method of OAB distribution are you using? Public Folders or web?

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antoniokingAuthor Commented:
Hi Simon
Sure I understand what deleting the oab files does, not the ideal solution for 100s of users though.

Our Offline Address List is distributed by Web and Public Folders.
Simon Butler (Sembee)ConsultantCommented:
Do you have any Outlook 2003 clients?
If not, then switch to web distribution only. You should then be able to remove the files and force a complete regeneration of the OAB.

antoniokingAuthor Commented:
Hi Simon
No Outlook 2003 clients.
What files shall I remove to regenerate OAB... the local client ones?
Would this need to be done on every computer, we have 100+ in our building.
Simon Butler (Sembee)ConsultantCommented:
Change the OAB distribution to web only. You will need to wait for that change to be fully replicated to all clients.
Then you can delete the OAB files on the server - not the workstation.

Empty the following directory - but not the ExchangeOAB directory itself:

C:\Program Files\Microsoft\Exchange Server\V14\ExchangeOAB\

Then regenerate the OAB:

get-offlineaddressbook | update-offlineaddressbook

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