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Hi,<\/p>\n
We started seeing a problem last week, where some of our RDS user cannot start Microsoft Outlook. They get the “cannot open the outlook window. the set of folders cannot be opened. the information store could not be opened” error.<\/p>\n
Same users can access Outlook via the O365 web and thick client installation - its just when they are on an RDS session that they get the error.<\/p>\n
Tried running the O365 diagnostic against some of our users, but no problems detected. I went through the steps here: Fix Outlook connection problems in Microsoft 365 - Exchange | Microsoft Docs<\/a><\/p>\n I ran the support and recovery assistant tool – which showed green ticks throughout the operation (no errors against the account). I chose to use the automated profile recreation tool, but this failed with the “something went wrong” dialogue, which provides three options: 1. not [email protected]<\/a>? 2. Change Account Settings 3. Troubleshoot (and we just go around in circles here).<\/p>\n I removed the users O365 licensing (all affected users are holding 0365 Business Premium licenses) and reapplied it, reset passwords, removed MFA, manually removed and recreated user profiles, outlook profile files, restarted our environment and now not sure what to do next.<\/p>\n The users see the same issue regardless of what RD Server they connect to. All our servers are 2019. Our environment is 3 RDS servers, 1 remote app server, 1 RD gateway server which also functions as the connection broker.<\/p>\n Has anyone seen this issue before? Any help would be greatly appreciated.<\/p>\n Thanks<\/p>","upvoteCount":10,"answerCount":19,"datePublished":"2022-08-15T01:36:09.000Z","author":{"@type":"Person","name":"spiceuser-d5an5","url":"https://community.spiceworks.com/u/spiceuser-d5an5"},"acceptedAnswer":{"@type":"Answer","text":" Hi Jono, sorry for delay getting back to you. Update for this issue: Our office build was fairly old and updates would not work, so I uninstalled O365 apps from one of our RDS servers. I reinstalled using the ODT and set up the XML for shared activation and the semiannual updates. I then logged on as an affected user and Outlook connected immediately to the online mailbox. I have performed the same on all RDS servers and RemoteApp server and everything is working again. I don’t know why the problem affected our users in batches - we averaged 4 - 7 extra users per day being affected.<\/p>\n Anyway, sorted now. Thanks very much for your help and suggestions - it assisted us in ruling things out as we looked at the problem.<\/p>","upvoteCount":0,"datePublished":"2022-08-19T03:14:19.000Z","url":"https://community.spiceworks.com/t/some-rds-users-cannot-open-outlook/933538/16","author":{"@type":"Person","name":"spiceuser-d5an5","url":"https://community.spiceworks.com/u/spiceuser-d5an5"}},"suggestedAnswer":[{"@type":"Answer","text":" Hi,<\/p>\n We started seeing a problem last week, where some of our RDS user cannot start Microsoft Outlook. They get the “cannot open the outlook window. the set of folders cannot be opened. the information store could not be opened” error.<\/p>\n Same users can access Outlook via the O365 web and thick client installation - its just when they are on an RDS session that they get the error.<\/p>\n Tried running the O365 diagnostic against some of our users, but no problems detected. I went through the steps here: Fix Outlook connection problems in Microsoft 365 - Exchange | Microsoft Docs<\/a><\/p>\n I ran the support and recovery assistant tool – which showed green ticks throughout the operation (no errors against the account). I chose to use the automated profile recreation tool, but this failed with the “something went wrong” dialogue, which provides three options: 1. not [email protected]<\/a>? 2. Change Account Settings 3. Troubleshoot (and we just go around in circles here).<\/p>\n I removed the users O365 licensing (all affected users are holding 0365 Business Premium licenses) and reapplied it, reset passwords, removed MFA, manually removed and recreated user profiles, outlook profile files, restarted our environment and now not sure what to do next.<\/p>\n The users see the same issue regardless of what RD Server they connect to. All our servers are 2019. Our environment is 3 RDS servers, 1 remote app server, 1 RD gateway server which also functions as the connection broker.<\/p>\n Has anyone seen this issue before? Any help would be greatly appreciated.<\/p>\n Thanks<\/p>","upvoteCount":10,"datePublished":"2022-08-15T01:36:09.000Z","url":"https://community.spiceworks.com/t/some-rds-users-cannot-open-outlook/933538/1","author":{"@type":"Person","name":"spiceuser-d5an5","url":"https://community.spiceworks.com/u/spiceuser-d5an5"}},{"@type":"Answer","text":" How are the users directories getting created on the terminal server - roaming profile, fslogix or static ?<\/p>\n They should have a directory containing the OST and NST files<\/p>\n \\YOURSERVER\\c$\\Users\\USERNAMET\\UserData\\AppData\\Local\\Microsoft\\Outlook.<\/p>\n Are they getting a temporary profile on login ?<\/p>","upvoteCount":0,"datePublished":"2022-08-15T03:29:31.000Z","url":"https://community.spiceworks.com/t/some-rds-users-cannot-open-outlook/933538/2","author":{"@type":"Person","name":"Jono","url":"https://community.spiceworks.com/u/Jono"}},{"@type":"Answer","text":" Office 365 Business Premium is not licensed for Shared Access, which is required for RDS Office 365 deployment. There is a grace period of 120 days for someone to use the functionality but once that is over if there are no CAL licenses on the device to hand out or the user does not have one assigned to them, Office 365 will no longer operate its apps over RDP.<\/p>\n This could be the issue. Some details here License your RDS deployment with client access licenses (CALs) | Microsoft Learn<\/a> and here as well Remote Desktop CALs and Office 365 Business Premium<\/a><\/p>","upvoteCount":3,"datePublished":"2022-08-15T03:57:48.000Z","url":"https://community.spiceworks.com/t/some-rds-users-cannot-open-outlook/933538/3","author":{"@type":"Person","name":"naron5","url":"https://community.spiceworks.com/u/naron5"}},{"@type":"Answer","text":" Hi Jono,<\/p>\n Thanks for getting back to me.
\nThe user profiles are roaming (defined in GP: AppData(Roaming) / Setting: Basic (Redirect everyone’s folder to the same location):
\n![\"afa59607-db6b-4f3b-bc9a-c803a1a196c0-Screenshot_2022-08-16_085946.jpg\"](\"https://us1.discourse-cdn.com/spiceworks/optimized/4X/1/0/9/10939a8571623d861aacaa9a9a494e2ee8a46bf1_2_690x418.jpeg\")