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After Anniversary Update, Outlook can't find iCloud calendar or addresses

Mickey Segal asked on

After Windows 10 version 1607 build 14393.10 installed, Outlook 365 can't find my iCloud calendar or addresses.  There is a message "The set of folders cannot be opened.  The information store could not be opened."

There have been Outlook / iCloud / iOS sync problems in the past, but this one installed automatically and seems to leave Outlook pretty useless.

Is there any workaround short of uninstalling the Anniversary Update or restoring from a backup?

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Makinsk replied on

Hi,

look this link on apple support!

it works for me.

https://discussions.apple.com/thread/7628562?start=0&tstart=0

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AlexXG. replied on

Hi,

had the same problem and just found following KB-entry: 

https://support.microsoft.com/de-de/kb/3178906

Worked for me, maybe this helps you.

Regards,

Alex

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AlexXG. replied on

Hi,

had the same problem and just found following KB-entry: 

https://support.microsoft.com/de-de/kb/3178906

Worked for me, maybe this helps you.

Regards,

Alex

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Andy Chen MSFT replied on
Hi Mickey,

Here is a related thread for your reference:
The set of folders cannot be opened. The information store could not be opened
Besides, according to my experience, you need to uninstall iCloud from the control panel then reinstall it after you update your OS.
If you want to uninstall the Anniversary Update or restore from a backup. I suggest you post your thread under the Windows category.

Regards,
Andy
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Mickey Segal replied on

Hi Mickey,

Here is a related thread for your reference:
The set of folders cannot be opened. The information store could not be opened

That thread is from 2011. 

A problem of this sort occurred much more recently, with the release of Office 2016, detailed (with 10,000 views) at:

http://answers.microsoft.com/en-us/office/forum/office_2016-outlook/outlook-2016-syncing-contacts-and-calendars-with/ebd457ec-3238-461f-993c-ae0e5feff4cd

and other less extensive threads.

In that thread and others, people got in a lot of trouble by going around uninstalling things, and the answer turned out to be that we had to wait months for an iCloud update to fix the problem. 

In the meantime I turned off updates on my other (main) computer using the first method at http://www.howtogeek.com/224471/how-to-prevent-windows-10-from-automatically-downloading-updates/. 

If this indeed affects all people with Outlook who sync to an iOS device, there will be many thousands of iPhone / iPad users affected and we should have lots of data very soon.

Have others seen this problem after the Anniversary Update and gotten it fixed? 

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Mickey Segal replied on

There is another report of this problem after the Anniversary Update at  http://forums.windowscentral.com/windows-10/433950-anniversary-update-problems-possible-solutions.html#post3532109

Uninstalled iCloud for windows, and Outlook worked okay.
Reinstalled iCloud for windows, and still works as it should. Calendar items are syncing between ipad, iphone and Outlook 2007.

So this might work.  Anyone else see this or try this?

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Jim_Kirk replied on

There is another report of this problem after the Anniversary Update at  http://forums.windowscentral.com/windows-10/433950-anniversary-update-problems-possible-solutions.html#post3532109

Uninstalled iCloud for windows, and Outlook worked okay.
Reinstalled iCloud for windows, and still works as it should. Calendar items are syncing between ipad, iphone and Outlook 2007.

So this might work.  Anyone else see this or try this?

I'm running the anniversary update, 14393.10.  Outlook 2016 had the same problem you described in the first post of this thread.  The solution described works well and here's the details of how I did it.  The details are pretty important to keep your anxiety level under control.

EDIT update:  My Office(and Outlook) version is 16.0.7070.2033

I uninstalled iCloud for windows by going to control panel>Programs and Features and clicking on iCloud.  I chose the uninstall option and it gave me a dialog box saying I should sign out of iCloud before uninstalling iCloud for Windows.  I clicked on the "open iCloud" button and signed out accepting the notice that everything on the PC from iCloud will be deleted (it's still on iCloud so I didn't worry).  You have to click through some alarming dialog boxes and then repeat the iCloud uninstall (from control panel which is still open) but the second time through and its gone.

Then I downloaded the latest version of icloud from here:

https://support.apple.com/en-us/HT204283

Then run iclouldsetup.exe and agree when it says you have to restart your computer.  When it restarts you should get a dialog box asking you to sign in to iCloud with you apple id.  If you get an error here close the dialog box and go to the start menu, find and click on icloud and sign in here.

After signing in you will get the icloud dialog box where you should click on "Setup iCloud Contacts, Calendars, and Tasks in Outlook."  Click it.  Then you get a choice of what to setup.  Choose the 2nd entry which is "Some calendars, contacts, and tasks."  This opens a dialog and you should uncheck everything (since you only want to download not upload.  Click continue.  Everything is now downloading to the PC from iCloud.

Open outlook, to to calendar, and be sure iCloud is checked.

You should be back in business.

I did this procedure on my Win 10 desktop where I'm on the Windows Insider level "Release Preview."  This is a very safe level and gave me the anniversary update just a little bit earlier than non insiders.  I am running 14393.10 (Open a command prompt, type winver, hit return, and see what you are running.)

I also did this procedure on my Win 10 laptop when I'm on the Windows insider "Fast" ring.  Here I see I am also running 14393.10.  The solution I gave worked perfectly here also.

I can see this could easily become a big hiccup for Outlook users with iCloud integration.  Kind of a pain in the *** but hopefully this solution works for you. 

Jim Kirk

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Mickey Segal replied on

Thank you for the detailed instructions, but they didn't work. 

iCloud seemed to uninstall fine, but when I signed in after reinstalling, there was no "Setup iCloud Contacts, Calendars, and Tasks in Outlook".  There was the usual panel, from which I selected "Contacts, calendars and tasks With Outlook" and then clicked Apply, but my selection was then cleared.  In Outlook 2016, there is no evidence of iCloud - nothing under Contacts or Calendars, and the icon in the Quick Access toolbar doesn't show.  Before the uninstall there were iCloud entries under Contacts and Calendars, but they didn't work.

I'll wait a few hours to see if anyone has any ideas, but it may be best to restore from a disk image and wait until the Anniversary Update and iCloud are working together. 

It sounds like this problem was known and Microsoft allowed this to happen.  But I got the Anniversary Update by clicking "Check for updates".  I wonder if Microsoft knew that iCloud users would have a bad update experience and wouldn't have offered the update unless I asked.  But even so, this is a serious enough problem that Microsoft should have warned people.  And if it would have offered the update, is it some indication of what Microsoft thinks of using an Apple phone?

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matanbr replied on

Uninstalling the iCloud Control Panel and Reinstalling it solved the problem for me.

Windows 10 (1607) Outlook 2016 (Office 365)

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AlexXG. replied on

Hi Mickey,

when you selected "Contacts, calendars and tasks With Outlook" and then clicked Apply, and the selection gets cleared,

you should take a look in your application event log, especially when you have Office Click2Run.

If there is an error with AppleOutlookDAVConfig.exe or AppleOutlookDAVConfig64.exe, you must roll back your Office 2016 version to 16.0.6868.2067. There are several threads regarding this problem with Office Click2Run installations.

Take a look at this KB-entry:

https://support.microsoft.com/de-de/kb/3178906

Furthermore, you have to disable automatic updates for Office until MS has solved the problem.

Regards,

Alex

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Andy Chen MSFT replied on

Hi Mickey,

 

According to my search and test, the iCloud email is necessary for iCloud for Windows 5.2. Click the link to create an iCloud email account. Then reopen the iCloud and select Contacts, Calendars, and Tasks > Apply. Open Outlook, it will work.

And If the issue is still there, it is recommended that you contact iCloud support team for dedicated assistance.

 

Thanks for your understanding.

Andy

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Mickey Segal replied on

According to my search and test, the iCloud email is necessary for iCloud for Windows 5.2. Click the link to create an iCloud email account. Then reopen the iCloud and select Contacts, Calendars, and Tasks > Apply. Open Outlook, it will work.

But I don't want to use iCloud email with Outlook.  All I want to do is use iCloud for contacts and calendar. 

As detailed in threads below, rolling back Office 2016 to version 16.0.6868.2067 from the current 16.0.7070.2033 solved the problem.  But if the iCloud email solution makes that roll back unnecessary, that would be useful information. 

It would be helpful if Microsoft acknowledged the problem publicly and issued some guidance.  This problem disables critical functionality and is likely to affect many thousands of users. 

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