"There was a problem connecting to Microsoft Office Outlook. Outlook is not installed or configured correctly" error message when you sign in to Lync Online by using Lync 2010

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Article ID: 2787613 - View products that this article applies to.

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PROBLEM

When you sign in to Microsoft Lync Online by using Microsoft Lync 2010 on a computer that is running Microsoft Outlook, you receive the following error message:
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 Lync.
Additionally, you may experience the following problems:
    Conversation History
    • Conversation history isn't saved to Outlook.

    Office Contact Cards
    • Contact cards display incorrect information or nothing at all.
    • There's no availability or Free/Busy information in contact cards.
    • You can't open or view contact cards.

    Notifications
    • Out of Office messages aren't displayed.
    • You don't receive voice mail notifications.
    • You don't receive Missed Conversation notifications.

SOLUTION

These issues occur because Lync, Outlook, or the Lync Add-in for Outlook installation is corrupted and has to be reinstalled. Repair or reinstall Outlook 2010 and Lync 2010, and then sign out and sign back in to Lync 2010. To do this, follow these steps:
  1. Repair the Lync 2010 and Microsoft Office installations from Control Panel, and then see whether the issue is resolved.
  2. If repairing Lync and Office doesn't resolve the issue, perform a fresh installation of Lync 2010 and Office in the following order:
    1. Uninstall Office.
    2. Uninstall Lync 2010.
    3. Reinstall Office.
    4. Set up and configure an Outlook profile.
    5. Reinstall Lync 2010.

MORE INFORMATION

Lync 2010 connects to Outlook through a MAPI connection. If Lync can't make that connection, the features that are listed in the "Problem" section may not work. Or, you may be prompted to connect to Microsoft Lync 2010 MAPI COM Server. You should enter the credentials to connect Lync to the Exchange mailbox and then view the MAPI Information area in the Lync Configuration Information screen. (To open the Lync Configuration Information screen, hold down the Ctrl key, and then right-click the Lync icon in the Windows notification area.) The MAPI Information area may display something similar to the following:

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Screen shot of the MAPI Information


If the MAPI connection is down, verify that UCMapi32.exe or UCMapi64.exe is running in Windows Task Manager. The UCMapi process is responsible for making Outlook and Lync communicate for certain functionality. UCMapi is started about 30 seconds after Lync starts. However, if the process stops responding or is otherwise prevented from running, the MAPI connection with Outlook will fail.

Still need help? Go to the Office 365 Community website.

Properties

Article ID: 2787613 - Last Review: August 30, 2013 - Revision: 8.0
Applies to
  • Microsoft Office 365 for enterprises (pre-upgrade)
  • Microsoft Office 365 for small businesses  (pre-upgrade)
  • Microsoft Office 365 for education  (pre-upgrade)
  • Microsoft Lync Online
Keywords: 
o365 o365e o365p o365a o365062011 pre-upgrade o365022013 after upgrade kbgraphxlink o365m kbgraphic KB2787613

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