Article ID: 2429946 - View products that this article applies to.
This article describes how to troubleshoot the following Offline Address Book issues in Microsoft Outlook in a Microsoft Office 365 environment:
To troubleshoot these issues, follow these steps. After you follow each step, test to see whether the Offline Address Book issue is resolved. If the issue is resolved, you don't have to continue to the next step. If the issue isn't resolved, go to the next step.
Step 1: Make sure that the global address list (GAL) is up to dateCheck whether the GAL is up to date. To do this, make sure that you can view any changes in the GAL by using Microsoft Outlook Web App. If the expected changes aren't present in the GAL, the changes will not be replicated to the Offline Address Book.
Note If you change your on-premises Active Directory schema and the Microsoft Azure Active Directory Sync Tool still doesn't synchronize these changes correctly, go to the following Microsoft website for more info about how to troubleshoot this issue:
Troubleshoot directory synchronizationIf the Online Address Book is correct but the Offline Address Book is still incorrect, go to the next step.
Step 2: Manually download the Offline Address Book and then make sure that Cached Exchange Mode is enabledManually download the Offline Address Book in Outlook. This may also resolve nondelivery report issues if you're using an outdated version of the Offline Address Book. For more information about how to manually download the latest copy of the Offline Address Book, click the following article number to view the article in the Microsoft Knowledge Base:
2427141Then, make sure that Outlook is set up to use Cached Exchange Mode. To do this follow these steps:
(http://support.microsoft.com/kb/2427141/ )You can't find a user in the offline address book in Office 365
Step 3: Check that the Background Intelligence Transfer Service (BITS) service is runningCheck that BITS is started on the computer. Outlook uses BITS to connect to the URL that's provided by the Autodiscover service. To determine whether BITS is started, follow these steps:
Step 4: Install the latest updates for Office and for Office 365 Desktop
Step 5: Re-create the Outlook profileIf the existing Outlook profile is corrupted, this corruption could be the cause of the issue. Corruption may have occurred if Outlook stopped responding. For more information about how to create and to set up an email profile in Outlook, see the E-mail Setup Help Wizard at the following Microsoft website:
Step 6: Determine whether the Autodiscover service is working, and check access to the Offline Address BookNote If the Offline Address Book issue wasn't resolved by using steps 1 through 5, follow this step for validation before you call Support.
Check whether Outlook and the computer can access the Offline Address Book file on the server. This action is typically done by Outlook in the background or when you force a download of the Offline Address Book in Outlook. To do this check, sign in to the Office 365 portal, and then follow these steps:
Still need help? Go to the Office 365 Community