Overview

Outlook for Windows

Kerio Outlook Connector may cause Outlook freezes, becoming unusable or not launching at all. As a result, KOFF may have email synchronization issues, such as missing emails, folders, and public contacts and calendars.

Due to the above issues, KoffRtfWrapper.exe and KoffBackend.exe processes may consume high amount of System Resources causing Outlook crash, generating KERNELBASE.dll warnings and RPC connection failures.

Outlook for Mac

Outlook for Mac users may experience mail sync issues, or random account disconnections from Outlook for Mac, and additionally some CPU spikes can be seen in the Kerio Connect histograms when specific clients connect.

For both of the above circumstances, it's recommended to reset the user's profile from the server and recreate the user's account.

Prerequisites

To resolve KOFF issues, first of all, try Manually Clearing KOFF Cache on Client PC.

The below process can be applied to reset other Email clients profiles such as Outlook for Mac, Webmail, or Kerio Connect Client.

Process

1. Stop Kerio Connect.

2. Navigate to the Kerio store folder.

   The default paths are (could be different if you changed it during install):

   • Windows: C:\Program Files\Kerio\MailServer\store\

   • macOS: /usr/local/kerio/mailserver/store/

   • Linux: /opt/kerio/mailserver/store/

3. From the store folder, navigate to the user's folder:

   /mail/[domain]/[username]
   
   

4. Make a backup of the following folder and files:

   • Folder: __keriomapi__STORE

   • Files: .journal.db and specguid.fld

5. Remove the above folder and files from the user's folder in the Kerio store directory.

6. Start Kerio Connect.

7. For Outlook Windows users:

   1. Re-create the Outlook profile.

   2. Important Step: Make sure to add the KOFF folders listed below to your Antivirus exceptions.

      The default locations are (could be different if you changed it during install):

      • C:\Program Files (x86)\Kerio\Outlook Connector (Offline Edition)

      • C:\Users\<username>\AppData\Local\Kerio\Outlook Connector

      • C:\Program Files (x86)\Kerio\UpdaterService

      Note: For instructions on how to add exclusions for your antivirus, please contact your antivirus vendor.

8. For Outlook Mac users: Configure Exchange Web Services on Outlook for Mac

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Confirmation

All of the user's email messages, calendars, and files should be downloaded from the server.

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Additional Information

Repairing Microsoft Outlook

Calendar Items Not Syncing in Outlook

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