HOW TO: Ways to fix Outlook error ‘cannot open your default email folders’

Microsoft Outlook may be the most widely used email service around the globe, but users have come to accept the good with the very bad. Yes, Outlook offers an extensive and exclusive range of features as well as its friendly user experience. But there’s the flip side: User forums are filled with anger over errors that seem to have zero solutions. For this article, we will examine and hopefully resolve perhaps the most common Outlook error: “cannot open your default email folders.” This Outlook error mostly appears when you are trying to open your Outlook profile. It generally happens because of a corrupted OST file or the execution of Outlook in compatibility mode.

Why OST file corruption happens

OST files are the files that allow users to use Outlook while they are offline. It is actually a synchronized copied element of the accounts saved on your device that enables you to continue to use Outlook even when the program gets disconnected from MS Exchange Server.

These files can become corrupted because of various reasons. Some of the reasons are:

  • Deletion of any file or folder removed from Exchange folder.
  • Intrusion of any malware or virus.
  • Disruption in the file synchronization process due to sudden or abnormal shutdown failure.
  • Some internal discrepancies in Outlook causing abnormal Outlook termination.
  • Creation of some bad sectors in the hard drive where the OST file is stored.
  • Failure of any networking device that might disrupt the synchronizing process of the OST file.
  • Any changes in the internal structures of the OST file.
  • Installed plugins sometimes may damage Outlook performance, thus causing damage to the OST file.

Fixing OST file corruption

Here’s some ways to begin fixing the problem:

  1. Remove those profiles that are not being used from the address “Control Panel > Mail > Show profiles.”
  2. Create another copy of OST file.
  3. Even if the error doesn’t get resolved, create another new profile from while using Outlook Profile Helper or manually.

Outlook error caused by running in compatibility mode

Outlook Error
You might have witnessed these errors:

Cannot open your default email folders. Information store could not be opened,”


“Cannot start Microsoft Outlook. Cannot open the Outlook window. The server is not available. Contact your administrator if this condition persists.”


“Cannot display the folder. File access is denied. You do not have the permission required to access the file C:Usersusernamelocalsettingsapplication datamicrosoftoutlookoutlook.ost”

If you have enabled compatibility mode mistakenly, just disable it. If you haven’t, do not enable it for Outlook. Users typically enable it when they are required to run the troubleshoot compatibility wizard. Also, compatibility mode is not required for any version of Outlook on Vista or Windows 7 or any other Windows OS. This mode is also not needed for any application that is supported on any Windows OS or for recently released applications.

The user can switch off compatibility mode in a 64-bit operating system by following these easy steps:

  • Switch to the mentioned address “C:Program Files (x86)Microsoft OfficeOffice XXOutlook.exe”
  • Right-click on exe and then follow up by clicking on Properties then Compatibility tab.
  • Uncheck the checkbox called “Run this program in compatibility mode” box, thereafter click Apply and OK.

And in case, you are unable to place the Compatibility tab, follow the following steps:

  • Click on Startand search for Program Compatibility Troubleshooter.
  • Start Program Compatibility Troubleshooter; select Next option to proceed.
  • Select Outlook XX from the appeared list of programs. Following the steps of the Program Compatibility Troubleshooter.
  • Switch to the mentioned address “C:Program Files (x86)Microsoft OfficeOffice XXOutlook.exe”
  • Right-click on exe and then follow up by clicking on Properties then Compatibility tab.
  • Uncheck the checkbox called “Run this program in compatibility mode” box, thereafter click Apply and OK.

If this issue is experienced over an Exchange email account that is configured on your Outlook, you can diagnose the error by trying the following steps:

  1. If your program is executing along with a running Windows Server and/or over a firewall, then disable the firewall and then connect it with the server directly without any firewall.
  2. If this Outlook error gets resolved, then you will be required to reconfigure your firewall to allow Exchange to sync.
  3. And if the Outlook error still persists even after disabling the firewall, create a new mail profile from Outlook. You will also need to reconfigure your account.

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FIX: Outlook error when sharing calendar in Windows 10

Do you get the Outlook error when sharing calendar? If you have Office 365 or any other Microsoft Exchange email service, Outlook can be used on the web to share your calendar with others in and outside of your organization.

Depending on the permissions given, others can only view your calendar, edit, or act as your delegate for meeting requests.

The Outlook error when sharing calendar can happen due to configuration or permission issues. Some users have reported that removing current permissions besides the Default and Anonymous resolves the issue.

However, if the error persists, repair Office from Control Panel, and if it fails, download and run the Microsoft Office Configuration Analyzer tool 2.2, which analyzes Office programs for known configurations that can cause issues.

If you don’t have the option to share your calendar (maybe it is grayed out), it can also be because your network admin or IT support set a policy preventing calendar sharing among people in the office.

Fortunately, there are ways to fix the Outlook error when sharing calendar as listed below.

Outlook won’t share calendar, how do I fix that?

  1. General fixes
  2. Check Permission settings
  3. Check for Duplicate entries

1. General fixes

  • Update Office suite to the latest version by going to Outlook>FILE>Office Account>Update Options>Update Now
  • Do an online repair for the Office programs
  • Also, if you are using an Office 365 account in your Outlook 2016, you can try sharing the calendar in Outlook Web App (OWA).
  • Launch the Run command and paste exe /safe in the open box to start Outlook in Safe Mode
  • Uncheck Cash mode in Outlook
  • Download Microsoft Support and Recovery Assistant for Office 365 and see if it helps

— RELATED: Fix Outlook error ‘Too many recipients’ on Windows 10

2. Check Permission settings

  • Open Outlook and go to Calendar view
  • Right click the calendar you’re trying to share
  • Click Properties
  • Go to Permissions tab and remove users who are no longer at the office or who cannot access the calendar
  • Click Apply and close the window then try to share your calendar again

3. Check for Duplicate entries

The Outlook error when sharing calendar may be related to a duplicate entry in the Permission list of your calendar. To check for this, do the following:

  • Right click user’s calendar
  • Select Properties
  • Click Permissions tab
  • Go through the users’ list and check for a duplicate entry
  • If you find, remove it and restart Outlook again
  • Share your calendar
  • Remove all entries and return them again
  • Right click the calendar you want to share
  • Select Properties
  • Make a note of the entries and then remove all entries in the calendar permission list
  • Add them back

Were you able to resolve the Outlook error when sharing calendar? Let us know in the comments section below.



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DLP can’t detect emails classified with Titus software

I need a solution

Customer uses Titus classification software for file classification. Titus has been embedded in MS Office software, including MS Outlook. I have managed to form Symantec DLP policies to detecti classified MS Office files, either copied through network or sent through email, except for classified emails sent directly through MS Outlook. MS Outlook detects if classification appears in body of mail, in attached files, in mails sent through reply or forward, but it can not detect “clean” classified mails.



How to Restore Emails from OST file Outlook 2013?

MS Outlook 2013, like earlier Outlook versions, uses OST file to save a local replica of Exchange mailbox data. This file comes handy when user wishes to work on his mailbox even if Exchange isn’t available. But, it can’t be opened directly in Outlook if its parent account gets disconnected from Exchange. In such a case the OST file is called an ‘orphan’ file and extracting emails and other data from it can become a real pain.

Although Microsoft came up with the concept of using data files to save mailbox data locally in order to make backing up and archiving more convenient, OST and PST files have in some ways complicated mailbox management; and that holds especially true for OSTs. If you access an Exchange mailbox through Outlook, a local OST file is created to save a replica of mailbox data which the user can access and work with even if the mail server isn’t available. However, the basic nature of OST files makes managing mailbox data quite tricky for users.

The need to Restore mails from OST File

OST files have several shortcomings because of which, users often face the need to extract emails and other data stored within these files and save them in some other format:

  • OSTs cannot be transferred between different machines. If users need to access their mailbox data saved within OST files on another machine, it cannot be done directly through a simple copy-paste mechanism.
  • If the account that originally created an OST file gets deleted from the mail server, it cannot be opened directly from within Outlook.
  • In Outlook 2013 and 2016, data locally edited and saved within critical folders like Contacts, Calendars, Sent Items, etc. is not synced with the mail server and is thus not backed up there. In the event of damage to OST file, there’s no direct way to regain access to that local data since it doesn’t exist on the server.

Users who faced the need to extract OST file data because of any of the above-mentioned reasons make use of manual as well as automated ways to achieve it. For your reference, we’ve compiled a list of the most widely used and accepted techniques you can use to restore OST files if you’re sailing in the same boat.

Manual techniques to Restore OST files

In no specific order, these techniques can help you regain access to all your Exchange or other IMAP account data depending upon your exact problem scenario:

Scenario 1: If your Exchange account is intact but OST file gets corrupted

This is one of the most frequently encountered problems by Exchange users. OST files get damaged easily but if your Exchange profile is intact and you are in the habit of regularly syncing your local data with your server mailbox, regaining access to all your data should simply be a matter of manually creating a new OST file and downloading your mailbox data from the server again. Here are the steps:

  1. Quit all running instances of Outlook and open Control Panel
  2. Open the “Mail” option and in the ‘Mail Setup’ dialog box that opens, click on “Email Accounts”
  3. The next dialog that opens will display all your Outlook profiles / accounts. Here, click on the “Data Files” tab and choose the respective OST file from the list
  4. Now click on “Open File Location” to open the Windows Explorer window with the OST file’s location
  5. Close the ‘Account Settings’ and ‘Mail Setup’ windows
  6. In the Explorer window, create a copy (backup) of the OST file. Thereafter, right-click on it and click on “Delete”
  7. Start the Outlook application again to automatically create a new OST file for that account (doing so will download all the data from the Exchange server into the newly created OST file)

You should remember that if you’re using Outlook 2013 / 2016, only the data residing on the mail server will be downloaded into the new OST file. This will include your emails and the folders you have manually synced with the Exchange account. Any local data will not be downloaded since it doesn’t exist on the server. To get access to any such data you will need to convert the old OST to PST format and then open it directly within Outlook. You can either use the Outlook “Import & Export wizard” to convert OST to PST or take the help of reliable software Stellar OST to PST Converter to do so (skip to last section to discover how this product can help).

Scenario 2: If your Exchange account has been deleted or lost

If this happens, your “orphaned” OST file will most likely become useless since you won’t be able to open it directly unless you reconnect to Exchange and re-sync it. For this you will need a unique MAPI address to act as a bridge between Outlook and the Exchange server. However if this isn’t an option, the only way to access the data contained within the orphaned OST file is to convert it to PST format using Stellar OST to PST Converter. (Here you won’t have the option to use Outlook Import Export Wizard since you’ll need to open the OST file from within Outlook and without Exchange that won’t be possible).

Best Automated Solution to restore mails from OST file

If the manual technique doesn’t work or if you are dealing with an orphaned OST file, converting it to PST format is a task best handled by a professional product like Stellar OST to PST Converter. The advanced software is equipped with some very powerful algorithms that allow it to convert even the most severely damaged OST files to PST format files that can be used to access all mailbox contents including emails, attachments, contacts, calendars, notes, journals, etc. This software is your best bet if you wish to perform conversion of encrypted OST files or wish to extract only selected emails from within OST files and save them in MSG, EML, RTF, HTML, or PDF formats.

Final Thoughts…

So should a user completely shun the usage of OST files? Well obviously that isn’t an option since OST files are the Microsoft norm for saving Exchange data locally. What is needed is for users to stay aware of the techniques they can use to regain all their mailbox data if any disaster like virus infection or accidental deletion or severe corruption befalls their OST files. Converting OST files to PST format is the best way to salvage all the data stored within them and thus, having a product like Stellar OST to PST Converter handy goes a long way.


7023009: Unable to drag & drop appointment in month view

This document (7023009) is provided subject to the disclaimer at the end of this document.


GroupWise 18


When the calendar is in month view it is not possible to drag & drop an appointment.


This has been resolved by engineering. An FTF (build 130636 or higher) of the client may be obtained via service request with technical support


This Support Knowledgebase provides a valuable tool for NetIQ/Novell/SUSE customers and parties interested in our products and solutions to acquire information, ideas and learn from one another. Materials are provided for informational, personal or non-commercial use within your organization and are presented “AS IS” WITHOUT WARRANTY OF ANY KIND.


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How to activate or deactivate ShareFile Advanced Preferences

When you set upload or download notifications for particular users on folders, by default, the users will receive notifications about these uploads/downloads in real-time. Users can change this default behavior by clicking the Personal Settings link in their account. However, if you want to set a default value for this setting for all users on your account, you may do so using this setting.

Note: Changing this setting does not affect existing users in the system (it is only applied to newly-created users). You can update this setting for individual users in the at their individual profile page found under People. In Real-Time is the default value.

Users can receive email notifications in the following languages: English, German, Spanish, French, Dutch, Chinese, Russian, Japanese, Korean, Portuguese.


How to get the Add-In for Outlook – Web

You should go through the Outlook app to get to the store / add-ins page instead of going to the store outside of the app. This is what Microsoft also recommends:

In Outlook on the Web, access the Manage Integrations / Add-Ins menu in Settings. (Note: This may be an Apps button in your New Mail menu.)

User-added image

User-added image

Search for ShareFile and you will find our add-in. From the ShareFile add-in page, switch the toggle from Off to On.

User-added image

User-added image

Now you can start using ShareFile in Outlook on the Web! Simply open a new message in Outlook and you’ll see the ShareFile button in your new message window. Click on that button to start sharing and requesting files.

User-added image

User-added image

For more information on using the ShareFile for Outlook Add-in, as well as the latest updates, please refer to our Knowledge article at


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SourceOne Offline Access – Restore on COPY/Restore on MOVE does not work with Offline access while doing moves outside Outlook store

Article Number: 501850Article Version: 3 Article Type: Break Fix

SourceOne Offline Access,SourceOne Email Management

Restore on COPY/Restore on MOVE does not work with Offline Access while doing moves outside Outlook store

SourceOne development team cannot improve this behaviour as Microsoft implemented software changes since Outlook 2010, that won’t allow Offline Access software to gather important properties to perform the restore of Shortcut messages outside Outlook store

Currently Restore on COPY/Restore on MOVE outside Outlook store is not supported by SourceOne Offline Access

This is not currently supported by SourceOne Offline Access due to changes made by Microsoft.

As a workaround you can use the following procedure.

— Open the shortcut message you need move/copy outside Outlook store.

— Go to File > Save As, select the location where you want to save the message.

— Once you complete this process you will have a restored message.


Outlook becomes unresponsive when in calendar view and Webex Productivity Tools addin for Outlook is installed

Article Number: 499286Article Version: 3 Article Type: Break Fix

SourceOne Email Management 7.2

Under the following conditions Outlook may become unresponsive when SourceOne Offline Access is installed with Webex Productivity Tools:

Offline Access caching is disabled.

Cached Exchange Mode for Outlook is enabled.

Outlook is open in Calendar list view

A calendar item that was shortcut by EMC SourceOne Email Management is selected.

Under these conditions, the Webex Productivity Tools addin will repeatedlly attempt to access the calendar item, causing Outlook to become unresponsive

This issue is caused by a defect cited in SDR 57448

This issue is resolved in patches or Service Pack versions of EMC SourceOne Email Management after 7.2 SP4 Hotfix 2. EMC SourceOne Patch and Service Pack kits are available for download via


Secure Mail Push Notifications FAQs

Troubleshooting Outbound Connections

To troubleshoot outbound connections, check the Exchange event logs, which include log entries when a subscription request or the notification for a subscription is invalid or fails. You can also run Wireshark traces on the Exchange Server to track outbound traffic to the Citrix listener service.

Secure Mail Push Notifications FAQs

When does iOS deliver notifications to Secure Mail?

If Secure Mail is running in the foreground, notifications are always delivered to Secure Mail. This is the only time that Citrix can guarantee that notifications are delivered. When Secure Mail enters the background, the application badge count always updates. However, notifications (lockscreen and banner notifications) rely on background app refresh and – in particular when iOS suspends or terminates the app – notifications are not a certainty. The following factors are outside the control of Citrix.

The following cases may affect the delivery of notifications:

  • The battery is low.
  • Secure Mail is not used frequently (rarely opened into the foreground).
  • Emails received outside of core usage times in which the app is suspended for an extended period in the background; for example, between midnight and 6 a.m.

Notifications are not delivered to Secure Mail in the following cases:

  • If the user closes Secure Mail, until the user manually reopens the app.
  • If the system has terminated Secure Mail. and the app has not been automatically restarted.
  • When Secure Mail is not active. Important note: Notifications may not be delivered to Secure Mail when it is not active for many reasons, including but not limited to the following cases:
    • If the device is in low power mode and Secure Mail is in the background. This is the most common case in which notifications are not delivered.
    • If background app refresh is off for Secure Mail and if Secure Mail is in the background. Note that users control this setting.
    • If the device has poor network connectivity. This situation depends entirely on the iOS device.

When Secure Mail does not receive a notification, Secure Mail does not sync new data to the device. As a consequence, the following situations occur:

  • Secure Mail syncs data only when users bring the app to the foreground.
  • Lockscreen notifications stop occurring for new mail. Calendar reminders still appear, however.

How does Background App Refresh affect Secure Mail and APNs?

If the user turns off Background App Refresh, the following situations occur:

  • Secure Mail does not receive notifications when Secure Mail is not the background app.
  • Secure Mail does not update the lockscreen with new email notifications.

Disabling Background App Refresh has a major effect on the behavior of Secure Mail. As stated earlier, badge updates based on APNs still occur, but no email is synced to the device in this mode.

How does Low Power Mode affect Secure Mail and APNs?

The behavior of the system with respect to Secure Mail is the same in Low Power Mode as it is when Background App Refresh is enabled. In Low Power Mode, the device does not wake up apps for periodic refresh and does not deliver notifications to apps in the background. The side effects are therefore the same as those listed in the Background App refresh Section of this article. Note that in Low Power Mode, the system continues to badge the app based on APNs notifications.

How does APNs affect email notifications that appear on the lock screen?

New mail notifications that appear on the device lock screen are generated based on data that is synced down to the device by Secure Mail. Importantly, this information does not come from the listener service.

In order to show new mail notifications, Secure Mail needs to be able to sync data from Exchange so that Secure Mail has the information available to create the notifications.

If APNs notifications are not delivered to Secure Mail in the background, Secure Mail does not detect the notifications and hence does not sync new data. Because no new data is available to Secure Mail, no email notifications are generated on the device lockscreen, even when APNs notifications are not delivered.

What other issues can cause APNs-driven sync to fail in the background?

A number of issues can cause APNs-driven sync requests to fail, including the following:

  • An invalid STA ticket.
  • A slow network connection. When Secure Mail is woken in the background, the app has 30 seconds to sync all data from the server.
  • If the data protection policy is enabled and Secure Mail is woken by an APNs notification, when the device is locked, Secure Mail cannot access the data store and sync does not occur. Note that this is only the case in which the system is attempting to cold start Secure Mail. If a user has already started Secure Mail at some point after unlocking the device, APNs-driven sync succeeds even when the device is locked.

If any of the preceding conditions occur, Secure Mail cannot sync data and hence cannot display locksscreen notifications.

How else does Secure Mail generate lockscreen notifications when notifications are not delivered or APNs is not in use?

If APNs is disabled, Secure Mail is still woken by periodic Background App Refresh events from iOS, assuming that Background App Refresh is enabled and assuming that Low Power Mode is off.

During these wakeup events, Secure Mail syncs new email from the Exchange Server. This new email can then be used to generate email notifications on the lock screen. Thus, even when APNs notifications are not delivered or APNs is disabled, Secure Mail can sync data in the background.

It’s important to note that this will occur less in real time than when APNs is in use and when APNs notifications are delivered to Secure Mail. When iOS routes APNs notifications to Secure Mail, the app immediately syncs data from the server and the lockscreen notifications appear to be real time.

In the event that Background App Refresh wakeups are required, lockscreen notifications do not occur in real time. In this case, Secure Mail is woken up at a frequency that iOS completely determines. As such, some time may elapse between when an email arrives in a user’s Inbox on Exchange and Secure Mail syncs that message and generates the lockscreen notification.

Also note that Secure Mail receives these periodic wakeups even when APNs is in use. In all cases in which Background App Refresh wakes up Secure Mail, Secure Mail attempts to sync data from Exchange.

How does Secure Mail differ from other apps that show content on the lock screen?

A very important difference – and one that leads to confusion – is that Secure Mail does not always show new email in real time on the lock screen in the same way that Gmail, Microsoft Outlook, and other apps do. The primary reason for this difference is security. To align with the behavior of the other apps, the Citrix listener service would require the user credentials to authenticate with Exchange to get the email content and also pass this email content through the Citrix listener service, as well as the Apple APNs service. The approach by Citrix to APNs notifications does not require the Citrix listener service to acquire or store the users’ password. The listener service has no access to the users’ mailbox or password.

A note about the native iOS mail app: iOS allows its own email app to maintain a persistent connection with the mail server, which ensures that notifications are always delivered.Third-party apps outside of the native mail are not allowed this capability.

Gmail app behavior. Google owns and controls both the Gmail app and the Gmail server. This means that Google can read message content and include that message content in the APNs notification payload. When iOS receives this APNs notification from Gmail, iOS does the following:

  • Sets the application badge to the value that is specified in the notification payload.
  • Displays the lockscreen notification using the message text that is contained in the notification payload.

This is a critical difference: It is iOS, not the Gmail app, that displays the lockscreen notification, based on the data contained in the payload. In fact, iOS may never wake the Gmail app, similar to the way that iOS may not wake Secure Mail when a notification arrives. However, because the payload contains the message snippet, iOS can display the lockscreen notification without any mail data having to be synced to the device.

In Secure Mail, this situation is different. Secure Mail must first sync message data from Exchange before the app can show the lockscreen notification.

Outlook for iOS app behavior. Microsoft controls Outlook for iOS. The organization to which the user belongs, however, controls the Exchange Servers from which data is obtained. Despite this setup, Outlook can display lockscreen notifications based on data that Microsoft provides in the APNs notification, because Outlook for iOS makes use of a model in which Microsoft stores user credentials. Microsoft then directly accesses the user’s mailbox from its cloud service and determines the existence of new mail.

If new mail is available, the Microsoft cloud service generates an APNs notification that contains the new mail data. This model operates in a similar way to the Gmail model, in which iOS simply takes the data and generates a lockscreen notification based on that data. The Outlook iOS app is not involved in the process.

Important security note on Outlook for iOS: There are clear security implications in the Outlook for iOS approach. Organizations need to trust Microsoft with passwords for their users so that Microsoft can access the user’s mailbox, which poses a security risk. For more information about the way Microsoft manages user’s passwords, see this Microsoft Technet article.

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