You cannot synchronize the corporate address book when you use Communicator to log on to Communications Server

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Article ID: 953113 - View products that this article applies to.
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SYMPTOMS

When you use Microsoft Office Communicator to log on to Microsoft Office Communications Server, you cannot synchronize the corporate address book. When this occurs, you may experience the following issues:
  • You may be asked for credentials for the corporate address book. Additionally, you may receive the following error message:
    Cannot synchronize with the corporate address book. This may be because the proxy server setting in your web browser does not allow access to the address book. If the problem persists, contact your system administrator.
  • The GalContacts.db file is not updated on the Communicator client.
  • The Validation Wizard for Web components is unsuccessful. Additionally, you may receive the following error message:
    Failure [0xC3FC200D] One or more errors were detected
  • The Checking Address Book Server configuration option fails. Additionally, you receive the following error message:
    503 Service Unavailable
  • You cannot surf the Web site. Additionally, you receive the following error message:
    Service Unavailable

CAUSE

This issue occurs because you do not have permissions in Internet Information Services (IIS).

RESOLUTION

To resolve this issue on a Windows Server 2003-based computer, follow these steps:
  1. On the computer that is running IIS, click Start, click Run, type inetmgr.msc, and then click OK.
  2. In the Internet Information Services (IIS 6.0) Manager, expand Application Pools, right-click LSGroupExpAppPool, and then click Properties.
  3. In the LSGroupExpAppPool Properties box, click the Identity tab.
  4. Verify the user name that is listed in the User name field. The user name must resemble the following user name:
    domain\RTCComponentService
  5. In the Password field, re-enter the password for the RTCComponentService account, and then click OK.
  6. Right-click the LSGroupExpAppPool application pool object, and then click Start.

To resolve this issue on a Windows Server 2008-based computer, follow these steps:
  1. On the computer that is running IIS, click Start, click Run, type inetmgr.msc, and then click OK.
  2. In the Internet Information Services (IIS 7.0) Manager, expand Application Pools, right-click LSGroupExpAppPool, and then click Advanced Settings.
  3. In the LSGroupExpAppPool Advanced Settings \ Process Model box, click the Identity tab.
  4. Verify the user name that is listed in the User name field. The user name must resemble the following user name:
    domain\RTCComponentService
  5. Click domain\RTCComponentService and then click the Build button
  6. Click the Set button.
  7. Enter the Identity account information that will resemble domain\RTCComponentService.
  8. Enter and confirm the password for the Identity account
  9. Click OK three times to return to the IIS 7.0 Manager.

MORE INFORMATION

For more information about the "Cannot Synchronize Address Book" error message that you may receive when you use Communicator, click the following article numbers to view the articles in the Microsoft Knowledge Base:
939530 You cannot download the corporate address book, and you receive an error message when you use Communicator to log on Communications Server: "Cannot Synchronize Address Book"
938286 Error message when you log on to Communicator: "Cannot Synchronize Address Book"
940779 Error message when you use Communicator to externally connect to the Communications Server Web Components by using ISA Server: "Cannot Synchronize Address Book"
For more information about the GalContacts.db file, click the following article number to view the article in the Microsoft Knowledge Base:
937314 You cannot log on to Communicator when the additional authentication dialog box appears

Properties

Article ID: 953113 - Last Review: July 29, 2008 - Revision: 1.1
APPLIES TO
  • Microsoft Office Communicator 2007
  • Microsoft Office Communicator 2007 R2
  • Microsoft Office Communications Server 2007 Standard Edition
  • Microsoft Office Communications Server 2007 Enterprise Edition
  • Microsoft Office Communications Server 2007 R2 Enterprise Edition
  • Microsoft Office Communications Server 2007 R2 Standard Edition
Keywords: 
kbfix kbexpertiseadvanced kbtshoot kbprb KB953113

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