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Microsoft Outlook Global Address List Not Working

Posted on 2016-11-09
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Last Modified: 2016-11-19
Dear All,


We are encountering an issue where users with cached mode enabled are not defaulting to Global Address List when they click on check names.

We have already check the settings and the address lists has Global Address List first in the order and also the radio button start with Global Address List is selected.

Image of Address book settings
Even though these settings have been set whenever the users with Cached Mode Enabled click Check Names they default to another address book that is local to the machine, or another one from the list of address books provided.

Does anyone have any idea what this might be and how it should be fixed.

Thanks in Advance.
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Question by:casscar
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6 Comments
 
LVL 3

Expert Comment

by:Adiel de Freitas
ID: 41881287
I think this might be the Mail Profile.
You can test this by creating a new Mail Profile without deleting the old one.
You can set this up on a test machine before applying it to a user.

Navigate to:
-Control Panel
-User Accounts/Mail
-(Click on Show Profiles)
-Add a Profile (Choose a Unique name)
-Set this profile to the same e-mail address as the trouble user
-Once the setup for the Mail Account is done make sure the correct Account is selected on "Always Use This Profile"

If the name search doesn't work from that newly setup account then there is a problem with the Exchange Server settings.
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Author Comment

by:casscar
ID: 41881652
Already tried this but it worked for around 15 minutes until the cache downloaded all the email, contacts etc. and then the issue came back.
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LVL 3

Expert Comment

by:Adiel de Freitas
ID: 41882295
In Outlook have you emptied the Auto-Complete List?

-File
-Options
-Mail
-Send Messages
-(Empty auto-Complete List)
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LVL 7

Expert Comment

by:Niten Kumar
ID: 41883712
Best solution in your case would be to setup GAL as default using GPO.  Check the following thread on how to set the GAL as default using GPO.

https://social.technet.microsoft.com/Forums/office/en-US/6bb9b40f-b794-41ce-93b4-711e77c53607/gal-default-adress-book-gpo
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Accepted Solution

by:
casscar earned 0 total points
ID: 41886244
Hi All,

Thank you for your contributions issue has been resolved. The solution has been to download the Global Address List Locally.

Once Global Address List is downloaded locally it will start defaulting to it.

As mentioned earlier issue only occurs on users who use Outlook Cached Mode Enabled. Therefore it does make sense that the software would prefer to use a local address book over the Global Address book just in case it is not connected to the internal network.

By downloading the Global Address List locally it will then start using it as the default as it is set up to prefer the Global Address List.
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Author Closing Comment

by:casscar
ID: 41894071
It is the only solution that worked.

The other solutions where tested but to no avail.
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