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Unable to save Conversation history in Outlook.


Issue: Unable to save Conversation history in Outlook.
Problem Statement:
Recently I have received couple of queries about Conversation not saving on their Outlook Conversation History folder.
Resolution/ Troubleshooting steps:
1.      Basically Lync client save the conversation history to outlook through EWS (Exchange Web Services), if the EWS is not possible it will go through MAPI.
So when users are complaining about conversation history not get saved then first things you must , check the user's Lync client Configuration Information (Press Ctrl + right click on Lync Icon toolbar), make sure the EWS deploy is OK and you can find the EWS URIs.  Two URLs one is internal and another one external.
2.      If EWS is status is OK and showing proper EWS URL then might issue with EWSFindCountLimit. If the user has a high folder count in his mailbox. like higher than 1000 folders. Then you need to either create a new policy for this user or you have to change the default policy.
You can create policy using below command.
New-ThrottlingPolicy –Name LyncClientPolicy –EWSFindCountLimit $null
Set-Mailbox -Identity UsermailAddress –ThrottlingPolicy LyncClientPolicy
3.      If folder count is less that 1000 folder then, Sometime conversation history messages gets spooled on Lync folder. You could see the messages being spooled in the History Spooler C:\Users\theusername\appdata\Local\Microsoft\Office\15.0\Lync
The 15.0 may be different for you if you are using Lync 2010. May say14.0.
Then simply remove the conversation History folder (export it to file if there are any conversations in there that you would like to save) and SIP profile the allow user to sign-in on Lync so that SIP profile gets created and user must restart their Outlook to get Conversation History folder created. Sometime you have to create conversation history manually.
4.      In one scenarios Lync server was in different domain and exchange server was in different domain. Users who has Lync account in ‘A’ domain and Mailbox in ‘B’ domain were unable to save conversation in outlook.
After creating Lync user as mail enabled using their external email address, we were able to save conversation history properly.
5.      Last option is before reinstall Lync and Outlook.
a)     Open Outlook without the Lync client open.
b)    Delete the Conversation History folder (export it to file if there are any conversations in there that you would like to save).
c)     Close Outlook.
d)    Make sure that the Lync client and the Outlook clients are completely closed (no Oulook.exe or Communicator.exe / lync.exe processes in Task Manager).
e)     Click Start, Run and type “outlook /resetfolders” in search for folders of files.
f)      Start the Lync client and have a conversation.
g)     Wait for up to 5 minutes for the conversation to be saved to Conversation History Folder.

Thank you.

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