"MAPI unavailable" error in Skype for Business 2016 client

Applies to: Skype for Business 2016


In certain situations, the MAPI connection to Exchange Server may not be available to Skype for Business 2016 clients. This issue occurs in the following scenarios:

  • You have a new installation of Office 2016, or you create a new Outlook 2016 profile.
  • You upgrade an existing Office 2013 installation to Office 2016, and then you create a new Outlook 2016 Exchange Server profile.
This issue may occur for Office 365 Exchange Online or Exchange On-Premises users. When this issue occurs, the MAPI connection is unavailable to Skype for Business 2016 clients. Additionally, you may experience the following symptoms:

  • The Skype for Business Configuration Information feature (hold down the Ctrl key and right-click the Skype for Business 2016 system tray icon) shows a “MAPI unavailable” status, as shown.

    The screenshot for MAPI status
    If you click the Conversations tab (the conversations tab ), and then you click View more in Outlook, you receive the following error message:

    Your Outlook profile is not configured correctly. Contact your support team with this information.
  • Delegate functionality may be broken. For example, you cannot schedule a meeting on behalf of someone else. When you try to create the online meeting, you receive the following error message:

    You do not have permissions to schedule online meetings on behalf of the owner of this account. Please contact the owner of the account to get delegate permissions in Lync.


This issue occurs because Skype for Business 2016 uses the PR_PROFILE_USER property to get the free/busy information. However, Microsoft Outlook 2016 doesn't write the property as part of the Reliable Profiles feature.


To fix this issue, use one of the following methods, depending on your Office installation type. See the "More Information" section to determine whether your Office installation is MSI-based or Click-to-Run.

For MSI-based versions of Skype for Business 2016

To fix this issue, install the July 5, 2016, update (KB3115268) for Skype for Business 2016.

For Click-to-Run versions of Skype for Business 2016

Current Channel (CC): Fixed in builds 16.0.7167.2040 and later

First Release Deferred Channel (FRDC): Fixed in builds 16.0.6965.2078 and later

Deferred Channel (DC): Fixed in builds 16.0.6965.2092 and later

For more information about C2R Channel builds, see Office 365 client update channel releases.


Important Follow the steps in this section carefully. Serious problems might occur if you modify the registry incorrectly. Before you modify it, back up the registry for restoration in case problems occur.

To work around this issue in a Click-to-Run version of Skype for Business 2016, use the Workaround in this section.

Note Only the workaround itself is supported by the Outlook team. The preliminary steps in the first procedure are unsupported. However, this procedure provides information that is required to complete the workaround. These steps also provide a method to verify that the workaround is deployed correctly and to back out the changes if it's necessary.

More Information

To determine whether your Office installation is Click-to-Run or MSI-based, follow these steps:

  1. Start an Office 2016 application.
  2. On the File menu, select Account.
  3. For Office 2016 Click-to-Run installations, an Update Options item is displayed. For MSI-based installations, the Update Options item isn't displayed.
Office 2016 Click-to-Run installationMSI-based Office 2016
The screenshot for Word click to run The screenshot for Word MSI