OL97: Troubleshooting Synchronization Problems

ID: Q172072

The information in this article applies to:

Microsoft Outlook 97

SUMMARY

This article describes how to troubleshoot problems synchronizing your Microsoft Exchange Server Mailbox with your offline folders file, sometimes called the offline store (*.ost).

MORE INFORMATION

Follow these steps to determine if your offline folders are synchronizing:

1. Using the right mouse button, click your Inbox or the folder you want

   to check, and from the context-sensitive menu, click Properties.

2. Click the Synchronize tab.

   NOTE: If you do not have this tab, you did not setup your profile to use
   offline folders.

3. Under "Statistics for this folder", check the following settings:

     Last Synchronized on:        Date
     Server folder contains:      # Items
     Offline folder contains:     # Items

With synchronization, the number of items should match for the server and offline folders. If no synchronization is occurring, or if synchronization does not occur correctly, between the server folder and the offline folder, check the following items:

Your profile must include the Microsoft Exchange Server service and the Microsoft Exchange Server Mailbox has to be your default delivery location. Offline folders can only synchronize with a Microsoft Exchange Server Mailbox.

Follow these steps to check your profile settings:

1. On the Tools menu, click Services.

2. On the Services tab, verify that the profile includes

   Microsoft Exchange Server.

3. Click the Delivery tab.

4. In the "Deliver new mail to the following location", box make sure

   "Mailbox - <account name>" is selected.

Even when you are not connected to a network, you must still log on to Windows to gain access to your offline folders file and password lists. Make sure when you start Windows that if you are prompted for a password you type the password and click OK. If you click Cancel, Windows will start without logging you in.

Make sure you are logged on to your local area network when you synchronize. You cannot gain access to your Exchange Server Mailbox unless you log on to the network.

Use either the manual or the automatic method listed below to initiate synchronization.

Manual Synchronization

Select the folder you want to synchronize and on the Tools menu, click Synchronize and then click This Folder to synchronize one folder or All Folders to synchronize all offline folders. When synchronization begins you should see a progress bar on your screen. If you have many items in your Mailbox and you have not synchronized for a while, the synchronization may take a long time.

Automatic Synchronization

The following steps cause Outlook to synchronize all offline folders automatically each time you are online and quit Outlook:

1. On the Tools menu, click Options.

2. Click the General Tab.

3. Click to select "When online, synchronize with all folders upon

   exiting."

Damaged Offline Folder

If all folders except the Inbox synchronize, or you cannot synchronize, you may have a damaged offline folders file. To correct this problem disconnect from the damaged offline folders file and create a new offline folders file. Since your offline folders file is a replication of the information stored on your Microsoft Exchange Server Mailbox, this procedure should not destroy any information.

Follow these steps to create a new offline folders file:

1. From the Tools menu, click Services.

2. In the services list, click to select "Microsoft Exchange Server" and

   click Properties.

3. Click the Advanced tab.

4. Click "Offline Folder File Settings."

5. Click Disable Offline use, and then click Yes.

6. Click "Offline Folder File Settings."

7. In the File box, type a different name for the OST file.

8. Click OK three times to close all dialog boxes.

9. Use the manual synchronization method above to synchronize your new OST

   file with your Microsoft Exchange Server Mailbox.

Damaged Microsoft Exchange Server Support Files

Removing and reinstalling the Microsoft Exchange Server service support files for Outlook is a two step process. To do this you must:

Manually delete the service support files.
Replace the deleted files with the original Outlook files.

Remove the Exchange Server Service Support Files

To remove the Microsoft Exchange Server service support files, follow these steps:

1. Click Start, point to Programs, and then click Windows Explorer.

2. Navigate to the \Windows\System folder and rename or delete the

   following files:

      Emsabp32.dll
      Emsmdb32.dll
      Emsui32.dll
      Emsuix32.dll

      NOTE: The default location is C:\Windows\System for Windows 95/98
      or C:\Winnt\System32 for Windows NT.

Replace the Microsoft Exchange Server Service Support Files

To replace the deleted support files from the original media, follow these steps:

1. Click Start, point to Settings, and then click Control Panel.

2. In Control Panel, double-click the Add/Remove Programs.

3. Click Microsoft Outlook 97 and then click Add/Remove.

4. Run the setup program to re-install Outlook 97.

REFERENCES

For more information on offline folders and synchronizing, please see the following articles in the Microsoft Knowledge Base:

   ARTICLE-ID: Q162046
   TITLE     : OL97: Remote Mail, Offline Folders, and Working Offline

   ARTICLE-ID: Q161725
   TITLE     : OL97: What Are Offline Folders and How Do You Use Them?

Additional query words: EXCLNFAQ

Additional query words: exclnfaq

Keywords          : kbdta GnlFold 
Version           : WINDOWS:97
Platform          : WINDOWS
Issue type        : kbhowto

Last Reviewed: April 16, 1999