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.
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.
Tried running the O365 diagnostic
against some of our users, but no problems detected. I went through the steps
Outlook connection problems in Microsoft 365 - Exchange | Microsoft Docs
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@example.com? 2. Change Account Settings 3. Troubleshoot (and we just go around in circles here).
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.
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.
Has anyone seen this issue before? Any help would be greatly appreciated.