2
Error Opening Outlook on MAPI
Problem reported by Manuel Martins - 10/9/2023 at 3:20 PM
Submitted
Hi,
I'm getting an error when opening Outlook on certain MAPI accounts :

Unable to start Microsoft Outlook. Unable to open Outlook window. Unable to open the set of folders. An unexpected error has occurred.

After the erro outlook closes and we can't do anything. Does anybody know what is wrong ?
Thanks

14 Replies

Reply to Thread
1
Brian Bjerring-Jensen Replied
User changed the login password and the mailserver is not integrated into AD.
0
Manuel Martins Replied
Hi Brian,
Thanks for your reply but unfortunatly it's not that simple...
1
Oliver Schulz Replied
Hi Manuel,

do you have chached mode active?`Only cached mode is supported with MAPI at this time.


Best regards

Oliver
0
Manuel Martins Replied
Hi Oliver,
Yes, cached mode is always Active.
Thanks.
1
Kyle Kerst Replied
Employee Post
Hello Manuel! A lot of the time when I see these errors it means Outlook ran into a problem while working with the autodiscover deployment for the user's domain. Modern Outlook versions require a functional autodiscover environment for each domain they communicate with over Exchange protocols because Outlook simplifies the account setup procedure by passing all of the autodiscover steps through their cloud environment. This can run into problems if a few key requirements aren't met:

- Does https://mail.customer-domain.com terminate at the SmarterMail web interface without errors?
- Does https://autodiscover.customer-domain.com terminate at the SmarterMail web interface without errors?
- Does the customer-domain.com DNS server contain an SRV record referencing mail.customer-domain.com on port 443?

Can you check to confirm all of the above items are true from the affected client PCs please?
Kyle Kerst
System/Network Administrator
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
Manuel Martins Replied
Hi Kyle,
Thanks for your reply but i don't think there's nothing to do with Autodiscover nor DNS.

The accounts with this situation belong to Domains that have other MAPI accounts that are working well (fortunatly ). If it was an Autodiscover or DNS problem it should aftect other accounts in the same Domain.

In outlook if I have 2 MAPI accounts from the same domain, AccountA with problem and AccountB without any problem, when I define the AccountA file as predefined in Outlook profile then Outlook does not open and I get the error. But if I define AccountB file as predefined in Outlook profile then Outlook opens correctly and both accounts works perfectly!

And if I configure only AccountA in a new Outlook profile I get the error on first Outlook open.

1
Kyle Kerst Replied
Employee Post
Thanks for your follow up on this Manuel. With these results in mind, it sounds like there may be a problem specific to that particular account. Can you get a ticket submitted on this one so we can take a look with you please? Please be sure to include the user details and other information and we'll get to the bottom of it for you!
Kyle Kerst
System/Network Administrator
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
1
Gabriele Maoret - SERSIS Replied
I have this same issue with 1 single account on a single onpremise server with local Outlook clients.
It's a small server (only 17 users on a single domain), 16 working like a charm, 1 started to have this issue a few days ago (previously it was working).

I have an open ticket, but no resolution...
Gabriele Maoret - Head of SysAdmins at SERSIS
Currently manages 6 SmarterMail installations (1 in the cloud for SERSIS which provides services to a few hundred third-party email domains + 5 on-premise for customers who prefer to have their mail server in-house)
0
Manuel Martins Replied
Hi Grabiele,

I opened a ticket to, waiting for reply...

Thanks.
1
Gabriele Maoret - SERSIS Replied
I would like to give an update on this issue.

It's strange, but it seems that after updating, downgrading and then updating again, the user I was having problems with started working properly again...

I'll give you a timeline of what I did:

1 - from v. 8664 I updated to the new BETA to see if the problem was solved: nothing
2 - from the BETA I downgraded to v.8629 to see if it improved by going back 2-3 versions: nothing
3 - After a couple of days the user started working well again...
4 - I updated again to 8664 --> now everything seems to work fine...

I do not understand why...

Let's keep an eye on this for a few days and see how it goes...

Gabriele Maoret - Head of SysAdmins at SERSIS
Currently manages 6 SmarterMail installations (1 in the cloud for SERSIS which provides services to a few hundred third-party email domains + 5 on-premise for customers who prefer to have their mail server in-house)
0
Brian Bjerring-Jensen Replied
Did you update the original 8664 build from anything other than 8629? in the first place??


0
Manuel Martins Replied
Hi Gabriele,

We had 2 users that were experiencing this problem and after a some days with a new outlook profile the problem desapear without doing anything to SM, neither upgrade neither downgrade.

Very strange beahavior.

Thanks.
0
Gabriele Maoret - SERSIS Replied
@Brian: you ask "Did you update the original 8664 build from anything other than 8629? in the first place??"

This is a long running server, installed from v. 8517 and then updated periodically. These are the versions installed one after another:


Gabriele Maoret - Head of SysAdmins at SERSIS
Currently manages 6 SmarterMail installations (1 in the cloud for SERSIS which provides services to a few hundred third-party email domains + 5 on-premise for customers who prefer to have their mail server in-house)
0
Gabriele Maoret - SERSIS Replied
@Brian: you ask "Did you update the original 8664 build from anything other than 8629? in the first place??"

This is a long running server, installed starting from v. 8517 and then updated periodically.

The issue started a few days after the 8664 update.

These are the versions installed one after another:

Gabriele Maoret - Head of SysAdmins at SERSIS
Currently manages 6 SmarterMail installations (1 in the cloud for SERSIS which provides services to a few hundred third-party email domains + 5 on-premise for customers who prefer to have their mail server in-house)

Reply to Thread