Article ID: 2581088 - View products that this article applies to.
Important This article applies only to users in organizations that use Exchange Online exclusively and that don't have a hybrid deployment between Exchange Online in Office 365 and on-premises Microsoft Exchange Server. If you do have a hybrid deployment, see the following article in the Microsoft Knowledge Base:
2667844This article contains information about how to troubleshoot issues that prevent a user from viewing other users' free/busy information in Microsoft Office Outlook 2007 and in Microsoft Outlook 2010 in Microsoft Office 365. There are several scenarios where a user may be unable to view free/busy information:
(http://support.microsoft.com/kb/2667844/ )User cannot view free/busy information for a remote user in a hybrid deployment of on-premises Exchange Server and Exchange Online in Office 365
Before you troubleshoot
Make sure that the user is signed in to the Office 365 portal and has run the Office 365 Desktop Setup ToolTroubleshoot the issue
Make sure that the computer meets the system requirements for Office 365
Other troubleshooting methods
Step 1: Confirm that the user account can access the Availability service in Exchange Online
Step 2: Use the Test E-mail AutoConfiguration tool to determine whether Outlook can connect to the Autodiscover service
Step 3: Create or modify the Autodiscover Canonical Name (CNAME) record or the Autodiscover SRV record
Run Outlook together with the /cleanfreebusy switch
Determine whether the UseLegacyFB registry value is configured
Make sure that the user is signed in to the Office 365 portal and has run the Office 365 Desktop Setup ToolFor more information about how to set your desktop for Office 365, go to the following Microsoft website:
Use my current Office desktop apps with Office 365
Software requirements for Office 365 for business
If the installation of Office is updated, test to determine whether the issue is resolved by trying to retrieve free/busy information. If the issue isn't resolved, use the methods in the "Troubleshoot the issue" section.
Step 2: Use the Test E-mail AutoConfiguration tool to determine whether Outlook can connect to the Autodiscover serviceAfter you confirm that the Autodiscover service works externally for your organization, determine whether the Autodiscover service works correctly from the local computer. Use the Test E-mail AutoConfiguration tool to determine whether the Autodiscover service and the Availability service are working from Outlook. To do this, follow these steps:
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If this test isn't successful, the local computer may be unable to connect to the Autodiscover service. The following are some common reasons that may cause this issue:
Step 3: Create or modify the Autodiscover Canonical Name (CNAME) record or the Autodiscover SRV recordA custom domain is any domain other than the default DomanName.onmicrosoft.com that's added to Office 365. If your organization uses custom domains in Exchange Online, and all your users were migrated to the Office 365, DNS records have to be configured to redirect migrated users to the Exchange Online Autodiscover service endpoints. You should create a CNAME record for autodiscover.contoso.com to point to autodiscover.outlook.com.
Note If your organization is in coexistence, you may have to point your autodiscover.contoso.com CNAME record to the on-premises environment.
In this case, contoso.com is a placeholder for your company's domain name.
The Autodiscover CNAME record must contain the following information:
http://help.outlook.com/en-us/140/cc950655(d=loband).aspx?sl=1Note In certain coexistence scenarios, Autodiscover records may still be pointing to the on-premises environment. These records must also be confirmed.
(http://support.microsoft.com/kb/322756/ )How to back up and restore the registry in Windows
If your organization recently migrated to Office 365, Outlook 2007 could still be configured to use a registry entry that was carried over from the previous environment. This entry forces Outlook to use the account's free/busy message on the "Schedule+ Free/Busy" public folder. Public folders aren't used by Exchange Online for free/busy data. To determine whether this configuration exists, follow these steps:
Note If the user can view free/busy information for all other users except one user, the problem is with the specific user whose free/busy information the user cannot view. Troubleshoot that particular user to see why the user's Outlook client cannot publish free/busy information.
Still need help? Go to the Office 365 Community