Because of the complexity of the following instructions, do not
try to complete the following instructions unless you are very familiar with
the technical topics that are described or have administrative
This article describes how to troubleshoot problems with missing and duplicate appointments when you use Microsoft Outlook and Microsoft Exchange Server.
This article also contains links to the Microsoft Office Assistance Web site. The Web site describes the best practices to follow when you use Outlook to manage your appointments and meeting requests. These items are user-ready documents that can be provided as a training tool.
Additionally, you may have to contact Microsoft Product Support Services. Information that may be required for a more rapid identification of the cause or for the resolution of the issue is described.
You may use Outlook on
your desktop computer or on your handheld device to initiate, to update, and to
acknowledge meeting requests. To troubleshoot issues with missing or duplicate
appointments, you must examine both Outlook and Exchange
Troubleshooting may require that you use reporting tools.
These reporting tools require the following:
- Appropriate permissions in the environment.
- Access to custom or third-party programs.
- Access to custom or third-party hardware Investigation of
custom or third-party programs.
- Investigation of custom or third-party hardware Information
about the product usage that may affect the problem.
This article discusses an outline of the support
process and the recommendations for troubleshooting issues with missing or
duplicate appointments in Outlook.
General troubleshooting information
In the initial phases of troubleshooting, we recommend that
you analyze the problem in the following manner:
- Is the problem reproducible? If it is, note the steps to
reproduce the problem in detail. Additionally, have the steps to reproduce the
problem ready if you contact Microsoft Product Support Services.
- Is the missing appointment a meeting request, a recurring
meeting request, an updated meeting request, or a stand-alone appointment?
There may be significant differences in the troubleshooting that is required
based on the item type.
- Is text that is in the Subject box of the
meeting or of the appointment known? This can be a critical factor in
troubleshooting. For example, this information is important when you examine
logs or when you troubleshoot issues with views or when you search for the item
in the Deleted Items folder.
- Is the software version known? Version information may be
required to resolve your specific issue or to determine its cause. Information
about versions of software that may use the Calendar and meeting requests or
about versions of software that may affect the Calendar and meeting requests is
required. This software includes Microsoft Outlook, Microsoft Exchange Server,
the Cdo.dll files that are being used, and any third-party collaborative
software. This information should include installed software updates or
hotfixes for the products in question. This is required information if
Microsoft Product Support Services is used.
- Is Deleted Items Recovery enabled for the environment?
- Do you have the appropriate permissions in the organization
for logging for Outlook, for Exchange, or for third-party products. Data from
these tools may be requested if you contact Microsoft Product Support Services.
When you troubleshoot the various components that can make up
the environment, the following categories are frequently identified as key
- Microsoft Outlook
- Microsoft Exchange Server
- Collaboration Data Objects (CDO)
- Third-party software and devices that are used in the
Each category is discussed later in the article. When you
troubleshoot, simultaneous work on these categories may be required for a more
Microsoft Outlook troubleshooting
To troubleshoot Outlook, you frequently must examine how it is
used. User training and a user-ready "best practices" document are available on
the Microsoft Office Assistance Web site. Product Support Services recommends
that you review this information and that you provide it to the users of
For scenario-based and best-practice information,
view the following Microsoft Knowledge Base article:
Description of common scenarios in which Calendar information may be removed from the Calendar or may become out-of-date
If issues occur with missing or duplicate appointments, standard
troubleshooting for Outlook is as follows:
- Obtain the latest service pack for the version of Outlook
that you are using. For example, you can resolve many Microsoft Outlook 2002
issues by obtaining Microsoft Office 2002 Service Pack 3.
- Use the same version of Outlook on all the clients that
access the same Calendar. Later versions of Outlook and later service pack
levels may provide resolutions to issues.
- Verify that the version of Outlook that you are using is
currently supported. Updates and service packs are not created for expired
- Verify that Deleted Items Recovery is enabled in the
information, click the following article number to view the article in the
Microsoft Knowledge Base:
How to recover items that have been hard deleted in Outlook
- Troubleshoot all the mailboxes that are involved in the
manager-delegate relationship. The number of delegates for a mailbox may have a
big effect on troubleshooting. We recommend that you remove delegates
temporarily or that you use the smallest possible number of delegates when you
Note Unless the delegates are carefully managed, many delegates for a
single mailbox may create conflicts or other issues. We recommend that you use
the smallest possible number of delegates in typical usage.
- Accept or decline all meeting items individually. If rules
are used to move meeting requests out of the Inbox, tentative meetings will not
be entered in the Calendar. If a delegate also receives meeting requests, make
sure that the manager and the delegate have a clearly defined process for
handling meeting requests.
- Use the Calendar logging features of Outlook.
For more information, click the following article number to view the article in the Microsoft Knowledge Base:
Description of the Calendar logging feature in Outlook
The following are useful references for Microsoft Outlook
For more information
about common meeting request issues in Outlook, click the following article
numbers to view the articles in the Microsoft Knowledge Base:
Outlook delegate feature in mixed versions of Microsoft Outlook and Entourage
The delegate copy of a meeting request is sent to the Deleted Items folder
A folder that contains a meeting request may be deleted after you accept the meeting request by using a remotely synchronizing mobile device
Microsoft Exchange Server troubleshooting
When missing or duplicate meeting requests are reported, the
antivirus software that is used to scan the Exchange server mailboxes in the
organization should be examined.
information, click the following article numbers to view the articles in the
Microsoft Knowledge Base:
Calendar items disappear from user's folders
Calendaring Agent fails with error code 0x80040229 when you save appointments
Microsoft Exchange Server service packs
and post-service pack roll-up fixes are frequently recommended to help you
resolve issues with missing or duplicate meeting requests. For Microsoft
Exchange 2000 Server and for Microsoft Exchange Server 2003, Product Support
Services recommends the following Exchange Server updates:
How to obtain the Exchange Server 2003 post-RTM store rollup
How to obtain the latest service packs for Exchange Server 2003
Availability of the August 2004 Exchange 2000 Server Post-Service Pack 3 Update Rollup
Recurring appointment that is associated with a meeting request may be removed from a recipient's calendar
If you use a program that uses CDO to accept a meeting request for a recurring meeting series, the recurring meeting series may be deleted in Exchange Server 2003
Additionally, service packs, security updates, and other updates
for Exchange Server are available at the following Microsoft Exchange Server
TechCenter Web site:
Collaboration Data Objects (CDO)
CDO is frequently involved in issues with missing or duplicated
appointments. These issues can include the following:
- Synchronization with handheld devices or with wireless
- Programmatic issues when you access the Calendar by using a
When you troubleshoot these issues, we generally recommend
- Read the following Microsoft Knowledge Base article:
A meeting is removed from your Outlook calendar after you delete a previously-accepted meeting update request in Exchange 2000 Server or in Exchange Server 2003
- Make sure that you use the latest CDO version for programs
that can modify Appointment items by using CDO. For example, Research In Motion
(RIM) Blackberry Enterprise Server can only modify Appointment items by using
CDO. Contact Microsoft Product Support Services or search the online support
sites referenced above for the latest updates.
Third-party software and devices
There are several vendors that provide software suites and
devices for the purposes of synchronizing with Microsoft Exchange Server.
General recommendations for troubleshooting issues with missing or duplicated
items in such environments are as follows:
- Make sure that you use the latest software suites, service
packs, hotfixes, and software updates that are available from the
- Make sure that the latest CDO update is installed on the
server that is running the third-party software suite.
- Make sure that you use the latest version of the
synchronization software for your handheld device.
In environments that run Blackberry Enterprise Server, we
recommend the following:
Microsoft provides third-party contact information to help you
find technical support. This contact information may change without notice.
Microsoft does not guarantee the accuracy of this third-party contact
The Good Technology FAQ Highlights section contains
some of the vendor-recommended updates from Microsoft. The section is available
at the following location:
Devices that use Microsoft Exchange ActiveSync
Exchange ActiveSync (EAS) allows devices to synchronize the Inbox, Calendar, and other items with Microsoft Exchange Server mailboxes. For more information on known issues that may cause missing or duplicate appointments when using EAS devices, click the following article number to view the article in the Microsoft Knowledge Base:
Current issues with Microsoft Exchange ActiveSync and Third Party Devices
Information that is required when you contact Microsoft Product Support Services
The following list of items that are typically requested by
support engineers is a guideline. Every case is unique and may require
different information. Having this information early on will greatly help the
support engineer in providing a faster resolution.
- When did the problem start occurring?
- What changed, if anything, in the organization at the time
the issue started occurring?
- How frequently does the problem occur?
- How many users are affected?
- What is the version number of the Store.exe file that is on
the Exchange Servers in the organization?
- What is the version number of the Cdo.dll file that is on the computer that is running the software suites for synchronization with Exchange Server? These software suites include Blackberry Enterprise Server, GoodLink, and others.
- If a CDO program is used in the environment, what is the
version of the Cdo.dll file that the program uses? This may require discussion
with the software developer.
- What Outlook add-ins and COM add-ins are installed on your
computer? The add-ins that are installed can affect your computer. Note which
are enabled and which are disabled.
- Is Outlook running in Cached Exchange Mode for Outlook
2003, or is it in a primarily Offline configuration for Outlook 2002 and for
- Are any handheld devices (PDA’s) being used? If they are,
include the manufacturer information, the synchronization software that is
used, and the version number.
- Is server antivirus software configured to exclude drive
M? This applies to Exchange 2000 Server or to Exchange Server 2003 if drive M
has been displayed.
- Are the EXCHSRVR directory contents being scanned by the
- Are delegates used by the impacted user? If delegates are
used, include the number of delegates and the exact delegate
Article ID: 890436 - Last Review: August 23, 2012 - Revision: 12.0
- Microsoft Office Outlook 2003
- Microsoft Outlook 2002 Standard Edition
- Microsoft Outlook 2000 Standard Edition
- Microsoft Exchange Server 5.5 Standard Edition
- Microsoft Exchange 2000 Server Standard Edition
- Microsoft Exchange Server 2003 Enterprise Edition
- Microsoft Exchange Server 2003 Standard Edition
- Microsoft Outlook 2010
- Microsoft Office Outlook 2007
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