A user experiences various errors in Outlook after you move the user's mailbox from Exchange 5.5 or from Exchange 2000 to Exchange 2003 SP1 or to Exchange 2003 SP2

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Article ID: 926084 - View products that this article applies to.
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SYMPTOMS

After you move a mailbox from a server that is running Microsoft Exchange Server 5.5 or Microsoft Exchange 2000 Server to a server that is running Microsoft Exchange Server 2003 Service Pack 1 (SP1) or Microsoft Exchange Server 2003 Service Pack 2 (SP2), you may experience the following symptoms.

Exchange 2003 SP2

When the user of the migrated mailbox uses Microsoft Outlook, the user may experience the following symptoms:
  • Outlook may stop responding. This symptom is resolved if the mailbox is moved back to the original store.
  • Outlook may close unexpectedly when the user performs an action.
  • Outlook may display duplicates of each Outlook folder. For example, Outlook may display two Inboxes.
  • Delegates cannot access the mailbox owner's calendar or contacts. Additionally, delegates receive an error message that states that the folder is inaccessible.

Exchange 2003 SP1

When the user of the migrated mailbox uses Outlook, the user may experience the following symptoms:
  • The user receives the following error message when the user tries to accept a meeting request or tries to add a delegate:
    Unable to save free/busy information
  • The user receives the following error message when the user uses the outlook.exe /cleanfreebusy command to run Outlook:
    Unable to clean your local free/busy information.

CAUSE

This issue may occur because of a difference in the value of the GUID-Replid mapping (GRM) in memory and the value of the GRM in the mailbox database.

RESOLUTION

To resolve this issue, use the following methods, as appropriate for your situation.

To prevent this issue, you can use method 1. If you already experience the symptoms that are described in this "Symptoms" section, and if you cannot perform the steps in method 1, you can perform the steps in method 2 to resolve this issue.

Method 1: How to prevent Outlook from crashing

Note If Outlook has already crashed, you can try to move the mailbox back to the original store. Then, follow the steps that are included in this method.

To prevent Outlook from crashing, you must configure a registry entry before you move the mailbox. The newly configured registry entry will turn off the GRM cache for the target mailbox store that will contain the migrated mailbox. This registry entry must be configured for every target mailbox store before you perform the migration. To do this, follow these steps.
Step 1: Determine the GUID values for the mailbox stores
  1. Start Exchange System Manager.
  2. Expand Administrative Groups, expand First Administrative Group, and then expand Servers.
  3. Expand Server_Name, expand Your_Storage_Group, expand Your_Mailbox_Store, and then click Mailboxes.
  4. In the right-pane, view the SystemMailbox{GUID} object.
  5. Note the [GUID} value of this object.
  6. Repeat steps 3 to 5 for all the mailbox stores for which you want to configure the registry entry to turn off the GRM cache.
Step 2: Add the Guid-Replid Caching registry entry
Warning Serious problems might occur if you modify the registry incorrectly by using Registry Editor or by using another method. These problems might require that you reinstall the operating system. Microsoft cannot guarantee that these problems can be solved. Modify the registry at your own risk.
  1. Start Registry Editor.
  2. Locate and expand the following registry subkey:
    HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\MSExchangeIS
  3. Expand Server_Name. A registry subkey that is named Private-GUID exists for each mailbox store on the server

    Note The GUID corresponds to the GUID of the mailbox store.
  4. Click the Private-GUID key, where the GUID value corresponds to one of the GUID values that you noted in step 5 of the "Step 1: Determine the GUID values for the mailbox stores" section.
  5. Create the following registry entry under this
    Private-GUID
    key:
    Name: Guid-Replid Caching
    Value type: DWORD
    Value data: 0
  6. Repeat steps 3 to 5 for each GUID entry that you noted in the "Step 1: Determine the GUID values for the mailbox stores" section.
  7. Exit Registry Editor.
  8. Dismount and then mount each affected store. Alternatively, restart the Microsoft Exchange Information Store service in the Services management console.
Step 3: Move the mailboxes
Move the mailboxes to the Exchange 2003 server.
Step 4: Modify the Guid-Replid Caching registry entry
After you complete the migration of the mailboxes and verify that users can perform all tasks in Outlook as expected, turn on GRM caching. To do this, change the value of the Guid-Replid Caching registry entry to 1.

Method 2: Manually resolve the issue

This problem can sometimes be resolved by dismounting and then mounting the affected store or by restarting the Microsoft Exchange Information Store service.

However, the display of duplicate folders, issues with delegates, or issues with the display of free/busy information may not be resolved when you dismount and then mount the affected store. In these cases, you must resolve these issues manually.
Step 1: Dismount and then mount the affected store
Dismount and then mount the affected store. Alternatively, restart the Microsoft Exchange Information Store service. If this does not resolve all issues, complete the rest of the steps this method.
Step 2: Turn off Cached Exchange Mode in Outlook 2003
Delete the Cached Exchange Mode .ost file. You must delete the Cached Exchange Mode .ost file for a user on that user's computer. This file is located in the following folder:
Drive_Letter:\Documents and Settings\User_ID\Local Settings\Application Data\Microsot\Outlook\Outlook.ost
Note To view this file, you must enable the Show hidden files and folders option and disable the Hide protected operating system files (Recommended) option in the Folder Options dialog box.
Step 3: Use the /resetfolders switch to start Outlook
  1. On the user's computer, run the following command at a command prompt to start Outlook:
    Drive_Letter\Program Files\Microsoft Office\Office 11\Outlook.exe /resetfolders
  2. Verify that you can perform all tasks in Outlook.
  3. Copy any required data from any duplicate folders, and then delete the duplicate folders.
Step 4: Turn on Cached Exchange Mode
Turn on Cached Exchange Mode in Outlook.

MORE INFORMATION

Other issues to consider when you move mailboxes

There are several issues to consider when you move mailboxes to Exchange 2003. The following sections describe some of the issues that you may encounter depending on the environment in which you perform a migration.

Exchange 5.5 mailboxes moved to Exchange 2003

When you migrate Exchange 5.5 mailboxes to Exchange 2003, you may experience the following behavior.
ANSI mode profile
If the Outlook profile was created against Exchange 5.5, the profile is created in the ANSI mode instead of in the typical Unicode mode that is used in Exchange 2003. This will cause the client to download offline address book, version 2 or an earlier version of the offline address book. To resolve this behavior, you must create a new profile and then remove the old profile. For more information, click the following article number to view the article in the Microsoft Knowledge Base:
829918 How to create a new e-mail profile in Outlook 2007 and in Outlook 2003

The offline address book does not reflect correct information

When a client uses Cached Exchange Mode, the offline address book will reflect outdated information after the mailbox is moved. This behavior occurs until the client downloads an updated offline address book. To work around this behavior, the client can be configured to use online mode. For more information about how to use the online global address list (GAL), click the following article number to view the article in the Microsoft Knowledge Base:
831124 How to force Outlook 2007 or Outlook 2003 to resolve proxy addresses and custom properties in Cached Exchange Mode
However, using the online GAL does not help if there is a change to user information that is already represented in the offline address book. In this case, you can use the Exchange Profile Update Tool (Exprofre.exe) to delete the existing offline address book. The client uses online Ambiguous Name Resolution (ANR) address resolution until a new offline address book is downloaded. Be aware that network performance may deteriorate during offline address book downloads. For more information, click the following article number to view the article in the Microsoft Knowledge Base:
873214 The Exchange Profile Update tool

Cross-site move

When you perform a cross-site move, Outlook profiles may not work correctly for a mailbox. The Exchange Profile Update (ExProfRe) tool can help solve issues in cross-site moves. ExProfRe performs the following tasks:
  • Removes the nickname cache
  • Handles existing offline address books
  • Handles the favorites file
  • Updates the profile for complete functionality

Same-site move

If it is possible, leave the source server online until all clients log on for the first time after the move.

REFERENCES

For more information, click the following article numbers to view the articles in the Microsoft Knowledge Base:
843104 Overview of the Site Consolidation feature in Exchange Server 2003 Service Pack 1
224975 Differences between move mailbox methods
328810 Moving mailboxes between servers
906559 Information about the changes that occur to the Offline Address Book after you install Outlook 2003 SP2 and Exchange Server 2003 SP2
For more information about how to configure Unicode options for Outlook 2003, visit the following Microsoft Web site:
http://office.microsoft.com/en-us/ork2003/HA011402611033.aspx

Properties

Article ID: 926084 - Last Review: October 30, 2007 - Revision: 2.1
APPLIES TO
  • Microsoft Exchange Server 2003 Service Pack 2
Keywords: 
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