In Microsoft Office 365 Dedicated/ITAR, a user or a group of users reports that they can't see free/busy data for one or more other users. This issue affects users of Microsoft Office Outlook 2007, Outlook 2010, or Outlook 2013 clients, or users of Outlook Web App (OWA).
There are many reasons that free/busy data may be unavailable. These include but are not limited to the following:
- Autodiscover failure
- Exchange Web Services (EWS) authentication failure
- Cross-site proxy failure
- Availability address space misconfiguration
- Issues with the Microsoft Federated Gateway
- Issues with a third-party coexistence solution
The following questions are helpful in determining the scope of the issue, and the resolution:
- How many users are listed on the meeting invitation?
There's a time-out of 24 seconds for all free/busy lookups. If many users are added to a meeting invitation, some mail lookups can't return data because of the time-out.
- Does the issue occur for a single user who tries to see another user’s free/busy information?
If the entry is cached from the mailbox auto-complete, remove the user from the address book to make sure that the problem isn't related to a corrupted entry. For more information about auto-complete, see 2555008: How to troubleshoot free/busy issues in a hybrid deployment of on-premises Exchange Server and Exchange Online in Office 365 .
- Is the free/busy lookup for a distribution group?
Free/Busy data is not returned for a distribution group if the group has more than 20 members.
- Are the users in different forests?
In a hybrid scenario, there's some additional configuration required to share free/busy information. For more information, see 2555008: How to troubleshoot free/busy issues in a hybrid deployment of on-premises Exchange Server and Exchange Online in Office 365 .
There are some problems in how free/busy information is displayed in hybrid scenarios:
- If the information in the previous bullet points doesn’t fix the issue, or if many users are affected, it’s important to collect details about the failure, including information from Outlook troubleshooting logs, as follows:
- Collect the following details:
- Who is affected by the issue?
- What applications are affected—OWA or Outlook, or both?
- When did the issue start?
- How frequently does the issue occur?
- Ask the user to enable Outlook troubleshooting logging and to provide the applicable free/busy and Autodiscover logs during the time at which the issue was reproduced. For information about how to enable Outlook client logging and the logs that should be collected, see What is the Enable logging (troubleshooting) option.
Note Although the linked article outlines the logs that are available and their associated locations, we require certain specific logs. These are generally the Free/Busy (FB) and Availability Service (AS) logs. However, this depends on the version of Outlook that the user is running:
- Outlook 2013: %temp%\Outlook Logging\Outlook-#########.etl
- Outlook 2010: %temp%\Olkas\Date-Time-AS.log
- Outlook 2007: %temp%\Olkas\Date-Time-FB.log
Direct the user to provide the scoping data and the FB logs to Microsoft for analysis.
- Collect the following details:
Article ID: 2955323 - Last Review: Aug 11, 2016 - Revision: 1
Microsoft Business Productivity Online Dedicated, Microsoft Business Productivity Online Suite Federal