Article ID: 2427141 - View products that this article applies to.

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PROBLEM

When you search for a person in your organization's offline address book (OAB) in Microsoft Office 365, you can't find that person.

SOLUTION

Step 1: Download the latest copy of the OAB

Download the latest copy of the OAB. To do this, follow these steps:
  1. Do one of the following:
    • If you have Microsoft Office Outlook 2007, on the Tools menu, point to Send/Receive, and then click Download Offline Address Book.
    • If you have Microsoft Outlook 2010 or Microsoft Outlook 2013, on the Send/Receive tab, click Send/Receive Groups, and then click Download Address Book.
  2. In the Offline Address Book dialog box, click to clear the Download changes since last Send/Receive check box, and then click Full Details.
  3. Click OK.
If you receive an error message when you're downloading the OAB, there might be an issue with connecting to the Exchange Autodiscover service. Use the Test E-mail AutoConfiguration tool in Outlook to check whether the Autodiscover service and the Availability service are working. To do this, follow these steps:
  1. Start Outlook.
  2. Hold down the CTRL key, right-click the Outlook icon in the notification area, and then click Test E-mail AutoConfiguration.
  3. Make sure that the correct email address is in the E-mail Address box.
  4. Click to clear the Use Guessmart check box and the Secure Guessmart Authentication check box.
  5. On the Test E-mail AutoConfiguration page, click to select the Use AutoDiscover check box, and then click Test.
Make sure that this test is successful and that Outlook can retrieve the correct URLs for the Availability service. If this test isn't successful, the Autodiscover service is the reason why the OAB isn't working as expected.

Step 2: Check whether the person exists in the Office 365 portal

Confirm that the person has a user account that's active in the Office 365 portal. Also, confirm the person is licensed. To do this, follow these steps.

Note You have to be an Office 365 admin to complete this step.

In Office 365

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  1. Sign in to the Office 365 portal (https://portal.microsoftonline.com).
  2. Click Admin, and then do one of the following:
    • If you are an Office 365 Enterprise or Office 365 Midsize Business customer, in the left navigation pane, click Users and groups.
    • If you are an Office 365 Small Business customer, under Users, click Add users, manage contacts, and more.
  3. In the Search box, type the user name, and then press Enter to find that user.
  4. If the user is present, click the user's name and confirm that a license is assigned to the user. If the user isn't present, or if the user doesn't have an Exchange Online license, the user may not be set up in Exchange Online.
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In Office 365 pre-upgrade

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  1. Sign in to the Office 365 pre-upgrade portal (https://portal.microsoftonline.com).
  2. Click Admin, and then under Management, click Users.
  3. In the Search box, type the user name, and then press Enter to find the user.
  4. If the user is present, click the user's name and confirm that a license is assigned to the user. If the user isn't present, or if the user doesn't have an Exchange Online license, the user may not be set up in Exchange Online.
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If the user is present but isn't licensed, go to the "Step 3: Confirm that the person has an Exchange Online mailbox" section. If the user isn't present, check whether the user was deleted intentionally or if the user has to be restored. For information about how to restore a user, go to the following Microsoft website:
Recover a Deleted Mailbox in Windows PowerShell

Step 3: Confirm that the person has an Exchange Online mailbox

Note You have to be an Office 365 admin to complete this step.

In Office 365

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Use the Exchange Admin Center to make sure that the Exchange Online mailbox wasn't removed.
  1. Open Exchange Admin Center. To do this, sign in to the Office 365 portal, click Admin, and then click Exchange.
  2. In the left navigation pane, click Recipients, and then click Mailboxes.
  3. Check whether the user is set up in Exchange Online.
  4. If the person who you're looking for isn't in your organization, select Contacts to locate the entry. If the entry was added in the last 24 hours, updates might not yet be replicated from the GAL to the OAB.

    It can take 24 to 48 hours for the GAL to update the OAB. Check back after another 24 hours to see whether the OAB is updated.
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In Office 365 pre-upgrade

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Use the Exchange Control Panel to make sure that the Exchange Online mailbox wasn't removed.
  1. Open Exchange Control Panel. To do this, sign in to Microsoft Outlook Web App, click Options, and then click Manage My Organization. Or, sign in to the Office 365 pre-upgrade portal, click Admin, and then under Exchange, click Manage.
  2. In the left navigation pane, click Users & Groups, and then click Mailboxes.
  3. Search the list to determine whether the user is still set up in Exchange Online.
  4. If the missing OAB entry is an external contact, select External Contacts to locate the entry. If the entry was added in the last 24 hours, updates likely aren't replicated yet to the OAB from the global address list (GAL).

    It can take 24 to 48 hours for the GAL to update the OAB. Check back after another 24 hours for OAB updates.
If the mailbox isn't present, check whether the person was deleted intentionally or if the person has to be restored. For information about how to restore a user, go to the following Microsoft website:
Recover a Deleted Mailbox in Windows PowerShell
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MORE INFORMATION

This issue can occur for several reasons, including the following:
  • The primary Simple Mail Transfer Protocol (SMTP) address of the user was recently changed.
  • You are viewing an outdated version of the OAB.
  • You are searching for a user who is no longer active or who was removed.
Still need help? Go to the Office 365 Community website.

Properties

Article ID: 2427141 - Last Review: September 3, 2013 - Revision: 28.0
Applies to
  • Microsoft Office 365 for enterprises (pre-upgrade)
  • Microsoft Office 365 for education  (pre-upgrade)
  • Microsoft Office 365 for small businesses  (pre-upgrade)
  • Microsoft Exchange Online
Keywords: 
o365 o365a o365e o365p o365022013 after upgrade o365062011 pre-upgrade o365m KB2427141

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