Error message when you use Communicator to externally connect to the Communications Server Web Components by using ISA Server: "Cannot Synchronize Address Book"

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Article ID: 940779 - View products that this article applies to.
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SYMPTOMS

You use Microsoft Office Communicator to externally connect to the Microsoft Office Communications Server Web Components by using Microsoft Internet Security and Acceleration (ISA) Server 2004 or ISA Server 2006.

When you do this, you receive the following error message:
Cannot Synchronize Address Book
When you click More details, you receive the following error message:
Cannot synchronize with the corporate address book. The cause of this problem is unknown. Please contact your system administrator with this information.
This problem occurs if the following conditions are true:
  • You used the Communications Certificate Wizard in Communications Server to create a certificate that uses the default settings.
  • You assigned the certificate to the Communications Server Web Components that are hosted by Internet Information Services (IIS).
Additionally, if you browse out to the external site https://<ExternalWebFQDN>.contoso.com, you receive the following error message:
Error Code 500 Internal Server Error. The target principal name is incorrect. (-2146893022).

CAUSE

This problem occurs because the subject name of the certificate is listed last in the Subject Alternative Names list. ISA Server requires the subject name to be listed first in the Subject Alternative Names list.

Note To confirm the cause of this problem, you can use IIS Manager to determine whether the subject name is listed first in the Subject Alternative Names list. To do this, follow these steps:
  1. Open IIS Manager.
  2. Expand the computer name, and then expand Web Site.
  3. Right-click Default Web Site, and then click Properties.
  4. On the Directory Security tab, click View Certificate.
  5. On the Details tab, click All in the Show list, and then click Subject Alternative Names.

RESOLUTION

To resolve this problem use one of the following methods.

Method 1

Create a certificate for the Web Components by using the Communications Certificate Wizard in Communications Server. Make sure that one of the following conditions is true:
  • The subject name for the certificate is listed first in the Subject Alternative Names list.
  • The Subject Alternative Names list is blank.
To create the certificate by using the Communications Certificate Wizard, follow these steps:
  1. In the Communications Server add-in, right-click the server, and then click Certificates.
  2. In the Communications Certificate Wizard, click Next.
  3. Click Create a new certificate, and then click Next.
  4. Click to select either the Send the request immediately to an online certification authority check box or the Prepare the request now, but send it later check box, and then click Next.
  5. In the Name text box, type the name, and then click Next.
  6. In the Organization text box, type the organization name.
  7. In the Organization unit text box, type the organization unit name, and then click Next.
  8. In the Subject name text box, type the Fully Qualified Domain Name (FQDN) of the server, leave the Subject Alternative Name field blank, and then click Next.
  9. Follow the instructions to finish the Communications Certificate Wizard.

Method 2

Change the ISA web publishing rule to use the first name that is listed in the Subject Alternative Names list of the certificate that is currently in use by the Web Components.

Method 3

Install ISA 2006 Service Pack 1 on ISA 2006 as Service Pack 1 removes the requirement for the subject name to be listed first in the Subject Alternative Names list.

STATUS

Microsoft has confirmed that this is a problem in the Microsoft products that are listed in the "Applies to" section.

Properties

Article ID: 940779 - Last Review: February 1, 2010 - Revision: 3.1
APPLIES TO
  • Microsoft Office Communications Server 2007 R2 Enterprise Edition
  • Microsoft Office Communications Server 2007 R2 Standard Edition
  • Microsoft Office Communications Server 2007 Enterprise Edition
  • Microsoft Office Communications Server 2007 Standard Edition
Keywords: 
kbtshoot kbexpertiseinter kbprb KB940779

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