Microsoft KB Archive/189654

= XWEB: "Failed To Get Inbox" Error May Occur If Name Is Ambiguous =

PSS ID Number: 189654

Article Last Modified on 12/17/2003

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The information in this article applies to:


 * Microsoft Exchange Active Server Components 5.0
 * Microsoft Outlook Web Access 5.5
 * Microsoft Outlook Web Access 5.5 SP 1
 * Microsoft Outlook Web Access 5.5 SP 2
 * Microsoft Outlook Web Access 5.5 SP 3

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This article was previously published under Q189654



SYMPTOMS
While attempting to log on to a Microsoft Exchange Server mailbox using the Outlook Web Access (OWA) client, you may receive the following error messages:

Failed to get inbox.

-or-

OWA was unable to get to your inbox.



CAUSE
The specified alias or user name may not be unique within the Microsoft Exchange Global Address List. Permutations of ambiguity include any Last Name, First Last, or Alias entered in the logon screen that is equal to any of the following for any other mailbox:

Last Name, First Last, or Alias

For example: John Doe [alias jdoe] and Joseph Doenfron [alias doe]. If Joseph enters his alias in the logon screen, it will return one of the above errors because of the ambiguity of his alias with John's last name as the server attempts to resolve them.

This can occur if you join one or more sites that contain multiple users with the same alias or display name. If an ambiguous (non-unique) name is detected, then Microsoft Exchange Server is unable to resolve the name to a specific mailbox, and the above error messages are returned.



WORKAROUND
In Microsoft Exchange Server version 5.0, it is only possible to log on with the OWA client using an alias name. Therefore, the only resolution is to use unique alias names for users in the Microsoft Exchange Server organization.

In Microsoft Exchange Server version 5.5 and later, it is possible to enter the following fields for the user's mailbox:   Alias              jamessmith Last Name         Smith First Last        James Smith Last First        Smith James Last, First       Smith, James user@domain.com   jamessmith@microsoft.com For example, if a user's alias name is not unique, they can enter their SMTP address. This value is more likely to be unique and provides for a greater chance of resolution, which will allow the user to access their mailbox.

Keywords: kbprb KB189654

Technology: kbExchangeActiveServComp500 kbExchangeSearch kbOutlookSearch kbOWA550 kbOWA550SP1 kbOWA550SP2 kbOWA550SP3 kbZNotKeyword2 kbZNotKeyword6

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