Article ID: 2619347 - View products that this article applies to.
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Symptoms

You use Microsoft Office Outlook 2007, Microsoft Outlook 2010, or Microsoft Outlook 2013 to connect to a Microsoft Exchange Server mailbox. When you start a manual download of the Offline Address Book (OAB) from an HTTP(S) location, the progress bar that appears in the Outlook Send/Receive Progress dialog box seems to freeze or becomes stuck. The download never finishes, and the local OAB files are not updated.

Cause

There are a couple of known causes of this problem.

  • Wireless devices on the computer have outdated drivers

This issue may occur if old or out-of-date device drivers for wireless peripheral devices are installed. This includes keyboard and mouse drivers.

  • Policies for the Background Intelligent Transfer Service (BITS) are configured on your computer

BITS policies allow you to control the download rate for updates. If the policy values are not configured correctly, they could effectively prevent downloads from finishing.

  • The Background Intelligent Transfer Service service is not Started

If the Background Intelligent Transfer Service service is not running, then the OAB will not download.

Resolution

To resolve this issue, use one or more of the following solutions.

  • Update device drivers for wireless hardware

Plug in your wireless receiver and then visit the following Microsoft Windows Update website to check for updates:

http://update.microsoft.com

Install the update that is displayed as Optional Hardware Update and has the following title:

Microsoft HID Non-User Input Data Filter

Or, install the latest IntelliPoint or IntelliType software. To do this, visit the following Microsoft website:

http://www.microsoft.com/hardware/downloads

If you are using a third-party keyboard or mouse, visit manufacturer's website and download the latest version of the device driver or the latest update for the device.

  • Check your registry for any BITS policies

If you are using a HTTP(s) location from which to download the OAB, the OAB download process is handled by BITS. In this configuration, you will want to determine if you have any BITS policies configured.

BITS policies are found under the following key in the registry:

HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Windows\BITS

The following DWORD values may be configured under this key:

EnableBitsMaxBandwidth
MaxBandwidthValidFrom
MaxBandwidthValidTo
MaxTransferRateOnSchedule
MaxTransferRateOffSchedule

If you find EnableBitsMaxBandwith = 1, BITS download throttling is in effect and the other values are used by BITS to manage downloads. Please contact your system administrator to disable BITS download throttling to see if this resolves your OAB download issue.

  • Make sure the Background Intelligent Transfer Service is started

If you are using a HTTP(s) location from which to download the OAB, the OAB download process is handled by BITS. In this configuration, you will want to ensure the status of the Background Intelligent Transfer Service service is Started.

  1. On the Start menu, enter Services.msc in the Search programs and files box, and then click Services.msc in the results pane.
  2. In the Services dialog box, locate the service called Background Intelligent Transfer Service.
  3. Review the Status of the service. You will want to make sure the Status of the service is Started. (Screen shot for this step is listed below)

    Screen shot for this step

    If the Background Intelligent Transfer Service service is not started, please continue with these steps to start the service.
  4. Double-click Background Intelligent Transfer Service in the Services dialog box.
  5. In the Startup type drop-down, select Automatic (Delayed Start), and then click Apply. (Screen shot for this step is listed below)


    Screen shot for this step
  6. Then, click Start to start the service.

Note, you can also examine the registry to see the current configuration of the Background Intelligent Transfer Service service.

Key: HKEY_LOCAL_MACHINE\system\currentcontrolset\Services\BITS
DWORD: Start
Values: 4 = Disabled, 3 = Manual, 2 = Automatic

Do not change the status of the service through the registry. This information is provided for reference only.

More Information

Outlook 2007 and Outlook 2010

You can use the following steps to determine if you are using an HTTP(s) location to download the OAB.

  1. Start Outlook if it is not currently running.
  2. Hold down the CTRL key, right-click the Outlook icon in the notification area on the right side of the taskbar, and then click Test E-mail AutoConfiguration.
  3. Click to clear the Use Guessmart check box, and then click to clear the Secure Guessmart Authentication check box. 
  4. Click to select the Use AutoDiscover check box.
  5. If not already entered, type your email address and password, and then click Test.
  6. On the Results tab, note the path for OAB URL.

If the OAB URL value begins with HTTP, then you are using an HTTP(s) location to download the OAB. If the OAB URL value is Public Folders, then you are not using an HTTP(s) location to download the OAB. 

Note Outlook 2013 only uses an HTTP location to download the OAB.

Properties

Article ID: 2619347 - Last Review: September 3, 2013 - Revision: 15.0
Applies to
  • Microsoft Outlook 2013
  • Microsoft Outlook 2010
  • Microsoft Office Outlook 2007
Keywords: 
KB2619347

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