Overview

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.

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:

   • 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. Re-create the Outlook profile.

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

   The default locations are:

   • 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.

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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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