Overview

Users may encounter the following issues in Outlook: 

• Missing emails
• Missing folders
• Calendar items are not updated (synchronized)

Some email clients (KOFF, Outlook for Mac, etc.) store emails locally on the user's computer. If such issues cannot be replicated on the webmail, most probably, the corresponding files on the user's computer are corrupted.

In such cases, you may need to reset the affected profile from the server. This article provides the process to recreate the user's profile and download the necessary files from the server. 

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

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