How to troubleshoot Office Communicator and Office Outlook integration issues

After you sign in to Microsoft Office Communicator in a Microsoft Business Productivity Online Standard Suite environment, you receive one or more of the following messages:

• Communicator is in the process of determining the location of Exchange Web Services. This process may take a few minutes.
• There was a problem connecting to Microsoft Office Outlook. The e-mail address used in your default Outlook profile is different from the sign-in address used in Communicator. Change your default Outlook profile to match the sign-in address you are using in Communicator, and then sign out and sign back in to Communicator.
  
• Outlook Integration Error
• There was a problem connecting to Microsoft Office Outlook. Outlook is not installed or configured correctly. Repair or reinstall Outlook, and then sign out and sign back in to Communicator.
• Cannot connect to Exchange Web Services to retrieve Calendar and Out of Office Information.

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:
Scenario 1: Microsoft Exchange Web services connection error message

After you sign in to Office Communicator, you receive the following message:
This message is a typical part of signing in to Office Communicator, and the message generally disappears after several minutes. If the error message persists, or the message changes to another Outlook integration error, you can use one or more of the following methods in this article to help troubleshoot the issue.


Scenario 2: "The email address that is used in your default Microsoft Office Outlook profile differs from the sign-in address that is used in Office Communicator" error message

After you sign in to Office Communicator, you receive the following error message:To resolve this issue, you can use one or more of the following methods.

Method 1

1. Sign in to the Microsoft Online Services Sign In Application.
2. Click the Options tab, click Advanced Options, and then click Reconfigure my desktop applications.
3. Make sure that Office Communicator is available as an option, and then make sure that all applications are selected. This includes Office Outlook, Office Live Meeting, and Office Communicator.

Method 2

1. Verify that your Primary SMTP address value matches your SIP Address value.
2. Allow for approximately 24-48 hours for replication to occur after you change the Primary SMTP or the SIP Address.

Method 3

Disable email verification.

Important When you disable email verification, Outlook integration may not work correctly.

To do this, follow these steps:

1. Open Registry Editor. To do this, 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
3. Point to New, and then click DWORD.
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 Office Communicator and Outlook.

Scenario 3: "There was a problem connecting to Microsoft Office Outlook" error message

After you sign in to Office Communicator, you receive the following error message:To resolve this issue, follow these steps:

1. Open Registry Editor. To do this, 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:
   HKEY_LOCAL_MACHINE\Software\Clients\Mail
   Then, make sure that Microsoft Outlook is set as the default mail client in this subkey.
4. Restart the computer.

Scenario 4: "Outlook Integration Error" error message


After you sign in to Office Communicator, you receive the following error message:Typically, this error message occurs if the default Outlook profile is not set to be the same as the Microsoft Online Services user who signed in by using the Microsoft Online Services Sign In Application. To resolve this issue, use one of the following procedures.

Procedure 1:

1. Close Office Communicator.
2. Close Office Outlook.
3. Close all Internet browsers.
4. Start the Sign In Application as the user whom you want to have access to Office Communicator.
5. Click Options, expand Advanced Options, and then click Reconfigure my desktop applications.
6. Select all the applications, and then click Configure Applications.
7. Open Office Communicator from the Sign In Application.
   

Procedure 2:

1. Close Office Communicator.
2. Close Office Outlook.
3. Click Start, click Control Panel, click Mail, and then click Show Profiles.
4. Click Always use this profile, and then select your Microsoft Online Services profile in the list. This is usually your email address.
5. Click Apply.
6. Click Prompt for a profile to be used, and then click OK.
7. Open Communicator from the Sign In Application.

Scenario 5: You cannot save conversation history

When you try to save your conversation history, you receive the following error message:This issue occurs because Communicator relies on the MAPI connection between Communicator and Outlook to save conversations and view the global address list (GAL) properties of a contact. If the MAPI connection is not working after you perform the other troubleshooting steps, follow these steps:

1. Open Registry Editor. To do this, 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
3. Point to New, and then click DWORD Value.
4. Type EnableEwsFallback as the name of new registry entry, and then press Enter.
5. Double-click EnableEwsFallback, type 1 in the Value data box, and then click OK.
6. Close Registry Editor.
7. Restart Office Communicator and Outlook.