Communicator or Lync generates an Outlook integration error

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Symptoms

When you try to sign in to Microsoft Office Communicator 2007 R2 or Microsoft Lync 2010, you experience one or more of the following symptoms:

  • You can't view presence information in Microsoft Outlook.
  • You receive a "Cannot integrate with Outlook because Outlook mail profile is not configured correctly" error message.
  • You can't connect to Exchange Web Services.
  • You can't pull Free/Busy information.
  • Communicator self-presence is not updated in compliance with the Outlook calendar.
  • You receive a "Cannot connect to Microsoft Office Outlook to open the desired folder. Please close any open outlook dialog boxes and try again" error message. 
  • You can't save Communicator or Lync conversations to Outlook.

Cause

These issues occur when one or more of the following conditions are true:

  1. You are not signed into the Office Communicator client or Lync.

    Note Communicator Web Access (CWA) does not provide integrated presence in Outlook.
     
  2. Your Outlook settings are not configured to display presence information in Outlook.
  3. Your mail profile is not configured to use the SMTP address that matches the SIPURI information that's used to sign in to Office Communicator or Lync.
  4. Microsoft Office or Outlook has corrupted or outdated .dll files.
  5. The Microsoft Exchange Free/Busy service is unavailable.
  6. Your Exchange mailbox contains more than 1000 folders.

Resolution

Important This section, method, or task contains steps that tell you how to modify the registry. However, serious problems might occur if you modify the registry incorrectly. Therefore, make sure that you follow these steps carefully. For added protection, back up the registry before you modify it. Then, you can restore the registry if a problem occurs. For more information about how to back up and restore the registry, click the following article number to view the article in the Microsoft Knowledge Base:

322756  How to back up and restore the registry in Windows

To resolve these issues, you can use one or more of the following methods depending on the symptoms:

Note: Make sure that you are signed into the Office Communicator client or Lync on a computer that is also running Outlook.

Unable to save Communicator or Lync conversations in Outlook

Method 1: Verify or enable the Conversation History folder in Communicator or Lync

  1. Exit Outlook.
  2. In Communicator or Lync, click Tools, click Options, click Personal, select the Save IM conversations in my email conversation History folder check box, and then click OK.
  3. Open Outlook, and then verify that the Conversation History folder is populated in Outlook. The Conversation History folder is typically located below the Deleted Items folder.

Method 2: Determine how many folders are located in the mailbox

  1. Using Exchange PowerShell, run the following command:

    (Get-mailboxfolderstatistics userSMTP@contoso.com).Count
  2. If the result is equal to or greater than 1000, the user must reduce the number of folders in the mailbox.

Presence issues in Outlook

Method 1: Verify that Outlook is configured to display presence

  1. In Outlook 2003, click Tools, click Options, and then click Contacts. Make sure that the Display online status next to name check box is selected and that the Only display status for people in the To and Cc lines when you rest the pointer on the name check box is cleared.
  2. In Outlook 2007, click Tools, click Options, and then click Other. Make sure that the Display online status next to name check box is selected and that the Display online status in the To and Cc fields only when mouse pointer rests on a Person check box is selected.
  3. In Outlook 2010, click File, click Options, and then click Contacts. Make sure that the Display online status next to name check box is selected.
  4. In Outlook 2013, click File, click Options, and then click People. Make sure that the Display online status next to name check box is selected.

Method 2: Verify the EnableEWSFallback and the DisablePresenceNote Registry Keys 

  1. Close Outlook and Communicator or Lync.
  2. Open registry editor.
  3. Navigate to HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Communicator\EnableEwsFallback=1 or HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Lync\EnableEwsFallback=1
  4. Verify the it is set to 1:
    1. If it is not, set it to 1 and proceed to step 5
    2. If it is set, proceed to step 7
  5. Restart Communicator or Lync.
  6. In Communicator or Lync, type a new note, clear the note, and verify that the note field is empty.
  7. Go back into Registry Editor.
  8. Navigate to HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Communicator\DisablePresenseNote=1 or HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Lync\DisablePresenseNote=1.
  9. Set DisablePresenseNote to 0.
  10. Restart Outlook, and then restart Communicator or Lync.

Method 3: Manually adjust the registry keys (*This method may not be possible for some customer because of IT policy restrictions.)

  1. Close Communicator or Lync, Outlook, and any other Office applications.
  2. Open Registry Editor.
  3. Locate the following registry sub keys:
    1. HKEY_CURRENT_USER\Software\Microsoft\Office\11.0\Common\PersonaMenu.
      • In the right-hand panel Make sure (Default) value is not set, EnableDynamicPresence data is set to 1, QueryServiceForStatus is set to 2, and RTCApplication is set to 3.
    2. HKEY_CURRENT_USER\Software\Microsoft\Office\12.0\Common\PersonaMenu.
      • In the right-hand panel Make sure (Default) value is not set, QueryServiceForStatus is set to 2, and RTCApplication is set to 3.
    3. HKEY_CURRENT_USER\Software\Microsoft\Office\12.0\Outlook\IM.
      • In the right-hand panel Make sure (Default) value is not set, EnablePresence data is set to 2, and SetOnlineStatusLevel is set to 3.
  4. Start Communicator or Lync.
  5. Start Outlook. 

If the issue(s) persists, create the registry key below. This registry key provides data that enables logging for the MSO-Communicator presence feature set, showing exactly what was happening when Outlook requested presence information. 

  1. Click Start, and then click Run.
  2. In the Open box, type REGEDIT, and then click OK to start Registry Editor.
  3. Navigate to Key: HKEY_CURRENT_USER\Software\IM Providers.
  4. Create the following DWORD value: OfficePresenceLogging with Value: 1.

The log file is created in the %userprofile%\Tracing folder and the filename is OfficePresence-#.log (where # is an integer).

Cannot integrate with Outlook because Outlook mail profile is not configured correctly or cannot connect to Exchange Web Services

Method 1: Remove and then re-add Microsoft Office Communicator 2007 or Lync Add-in for Outlook 2003/2007:

  1. Close Office Communicator or Lync.
  2. In Outlook, click Tools, click Trust Center, and then select Add-ins. In the Add-ins dialog box, next to Manage, select COM Add-ins, and then click Go. In the COM Add-ins dialog box, select the Microsoft Office Communicator 2007 Add-in or Conversation History Add-in for Microsoft Lync 2010, click Remove, click OK, and then restart Outlook.
  3. In Outlook, click Tools, click Trust Center, click Add-ins. In the Add-ins dialog box, next to Manage, select COM Add-ins, and then click Go. In the COM Add-ins dialog box, click Add.
  4. Navigate to \Program Files\Microsoft Office Communicator\ocoffice.dll or \Program Files\Microsoft Lync\ocoffice.dll.
  5. Click OK, and then quit Outlook.
  6. Restart Communicator or Lync.
  7. Restart Outlook. 

Method 2: Remove and then re-add Microsoft Office Communicator 2007 or Lync Add-in for Outlook 2010:

  1. Close Office Communicator or Lync.
  2. In Outlook, click File, click Options, and then click Add-ins. In the Add-ins dialog box, next to Manage, select COM Add-ins, and then click Go. In the COM Add-ins dialog box, select the Microsoft Office Communicator 2007 Add-in or Conversation History Add-in for Microsoft Lync 2010, click Remove, click OK, and then restart Outlook.
  3. In Outlook, click File, click Options, click Add-ins. In the Add-ins dialog box, next to Manage, select COM Add-ins, and then click Go. In the COM Add-ins dialog box, click Add.
  4. Navigate to \Program Files\Microsoft Office Communicator\ocoffice.dll or \Program Files\Microsoft Lync\ocoffice.dll.
  5. Click OK, and then quit Outlook.
  6. Restart Communicator or Lync.
  7. Restart Outlook.

Method 3: Repair or rebuild your mail profile:

  1. Close Communicator or Lync and Outlook.
  2. Open the Control Panel, and then double-click MailOn 64-bit operating systems, you must select 32-bit Control Panel, and then select the Mail applet.
  3. Click Show Profiles.
  4. Select the profile, and then click Properties.
  5. Click Email Accounts.
  6. Click the E-mail tab, and then click Repair.
  7. In the E-mail Address field enter your Communicator or Lync sign-in address, for example: someone@<sip domain>.com
  8. Click Next.
  9. Click Finish, and then restart Outlook and allow the profile to load.
  10. Close Outlook after profile setup is complete.
  11. Restart Communicator or Lync.
  12. Restart Outlook.
  13. If the repair does not resolve the issue, you can try to recreate the mail profile.

Method 4: Recreate the mail profile

  1. Close Communicator or Lync & Outlook.
  2. Create a new profile:
    1. Open the Control Panel, and then double-click MailOn 64-bit operating systems, you must select 32-bit Control Panel, and then select the Mail applet.
    2. Click Show Profiles.
    3. Select Add, and enter a name for the new profile.
    4. During the Auto Account setup process, change the default e-mail address from its current value to your Communicator or Lync sign-in address.
    5. Click Next and the new profile is configured automatically.
  3. Delete old profile
    1. Select old mail profile.
    2. Select Remove.
    3. Click Yes.
    4. Click OK, and then close the Mail applet.
  4. Re-launch Outlook and allow the profile to load.
  5. Close Outlook after the profile setup is complete.
  6. Restart Communicator or Lync.
  7. Restart Outlook.

Scenario 1 : 'The email address that is used in your default Outlook profile differs from the sign-in address that is used in Lync 2010' error 

Resolution 1:  Verify the user's primary SMTP address.  To do this, follow these steps:

  1. Verify that the user’s Primary SMTP setting matches the user’s SIP Address setting. 
  2. If you change the Primary SMTP or SIP Address setting, wait 24-48 hours for replication to occur. 

 Resolution 2:  Disable the email check. To do this, follow these steps.

 Note Outlook integration may not work correctly after you perform these steps.

  1. Click Start, click Run, type regedit, and then press ENTER. 
  2.  Locate, and then right-click the following registry subkey:
    • HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Communicator
    • or
    • HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Lync
  3. Point to New, and then click DWORD Value. 
  4.  Type DisableEmailComparisonCheck as the name of new registry entry, and then press ENTER. 
  5. Double-click DisableEmailComparisonCheck, type 1 in the Value data box, and then click OK. 
  6. Close Registry Editor. 
  7. Restart Lync 2010 and Outlook. 

Scenario 2: "Outlook is not installed or configured correctly. Repair or reinstall Outlook, and then sign out and sign back in to Lync" error

  1. Click Start , click Run, type regedit, and then press ENTER. 
  2. Locate and then delete the following registry subkey: 
    • HKEY_CURRENT_USER\Software\Clients\Mail 
  3. Locate the following subkey, and then make sure that Microsoft Outlook is set as the default mail client:
    • HKEY_LOCAL_MACHINE\Software\Clients\Mail 
  4. Restart the computer.

Cannot connect to Exchange Web Services or unable to view Free/Busy information

Method 7: Validate the Free/Busy information by using the Outlook client

If you are unable to view free/busy in Office Communicator or Lync, you must first verify that you can view Free/Busy in Outlook by scheduling a new meeting request with multiple attendees, and then using the Scheduling Assistant to view their Free/Busy information.  

Scenario 1: 'Lync is in the process of determining the location of Exchange Web Services' or the 'Lync cannot connect to the Exchange server. Lync will attempt to retry the connection' error message

These messages typically occur when you sign in to Microsoft Lync 2010. These messages typically disappear after several minutes. If one of these error messages persists or the error message changes to an Outlook Integration error, follow the steps in the scenario in this article that is most appropriate to the error. One of these errors may also occur when you enter incorrect credentials when you try to connect to your Outlook profile, or if you click Cancel in the credentials dialog box.

How to repair Office and perform a clean installation of Office Communicator or Lync

  1. Close Communicator or Lync and Outlook.
  2. Click Start, click Control Panel. In Windows XP, click Add/Remove Programs. In Windows Vista, click Programs and Features.
  3. Select Communicator or Lync.
  4. Click Remove/Uninstall.
  5. Select Microsoft Office installation.
  6. Click Change.
  7. Follow the prompts to run a repair.
  8. Restart the computer.
  9. Reinstall Office Communicator or Lync from an approved site.
  10. Start Communicator Lync.
  11. Start Outlook.

Properties

Article ID: 2000886 - Last Review: April 8, 2014 - Revision: 19.0
Applies to
  • Microsoft Business Productivity Online Dedicated
  • Microsoft Office Communications Online Dedicated
  • Microsoft Office Communicator 2007
  • Microsoft Office Communicator 2007 R2
  • Microsoft Business Productivity Online Suite Federal
  • Microsoft Lync Online
  • Microsoft Lync 2010
Keywords: 
KB2000886

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