OL2000: (CW) Troubleshooting Synchronization Problems

This article describes how to troubleshoot problems or errors such as "Synchronization failed" when you synchronize your Microsoft Exchange Server Mailbox with your offline folders file, sometimes called the offline store (*.ost).

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

1. On your mouse right-click Inbox or the folder you want to check, and on the Shortcut Menu, click Properties.
2. Click the Synchronize tab.
   
   Note: If you do not have this tab, you did not set up 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 for 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 Deliver new mail to the following location select Mailbox - <account name>.

• 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 of the methods below to start synchronization.

NOTE: An .ost file cannot be moved to a new location, and you cannot synchronize it with a different Microsoft Exchange Server. Any change of this nature will break the link between your .ost and the server and render the .ost unuseable.

Manual Synchronization

Select the folder you want to synchronize and on the Tools menu, point to 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 synchronize all offline folders automatically each time you are online and quit Outlook:

1. On the Tools menu, click Options.
2. Click the Mail Services tab.
3. Select the Enable Offline Access check box.
4. Select the When online, synchronize with all folders upon exiting check box.

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. Because 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. On the Tools menu, click Services.
2. In the Services list, 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:

• Remove the Microsoft Exchange Server service support files.
• Replace the Microsoft Exchange Server service support files.

Remove the Exchange Server Service Support Files

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

1. On the Windows Desktop right-click My Computer, and then click Explore.
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. Double-click Add/Remove Programs.
3. Click Microsoft Office 2000 and then click Add/Remove.
4. Click Repair and then click Reinstall Office 2000.

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