Zimbra Connector for Microsoft Outlook

Administrator Guide
Zimbra Collaboration 8.6

December 2014
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Zimbra Collaboration 8.6.0

December 2014
Table of Contents

1 About ZCO ................................................5

Use ZCO with the Correct Version of Zimbra Collaboration . . . . . . . . . . 5
Supported Versions of Microsoft Operating System . . . . . . . . . . . . . . . . 5
Supported Versions of Microsoft Outlook . . . . . . . . . . . . . . . . . . . . . . . . 6
ZCO Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Obtaining the ZCO Files. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Running Customization and Branding Scripts . . . . . . . . . . . . . . . . . . 7

2 Preconfiguring and Customizing the Installer ......................9

Overview of the Customization Process . . . . . . . . . . . . . . . . . . . . . . . . . 9
Adding ZCO Server Credentials . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Additional Customization of ZCO . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Set the Password Rule. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Modify the GAL Sync Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Location of Local Failure Messages. . . . . . . . . . . . . . . . . . . . . . . . . 11
Setting Up the Single Sign-On Option (SSO) . . . . . . . . . . . . . . . . . . . . 11
Disabling the Auto-Upgrade Feature . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Hiding Email Aliases in the GAL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Setting the ZCO Display Language . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Rebranding ZCO . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

3 Installing ZCO . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Installation Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Using Secure Connection (SSL) . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Installing ZCO on Individual Computers. . . . . . . . . . . . . . . . . . . . . . 16
Synchronizing ZCO with Outlook . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Synchronization Frequency . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Resyncing the GAL for Contact Group Support . . . . . . . . . . . . . . . . 17

4 Zimbra Features in Outlook . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Personal Email Certificates (S/MIME) . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Advanced Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Zimbra Feature Differences for Outlook Users . . . . . . . . . . . . . . . . . . . 21
Free/Busy Lookup in ZCO . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Outlook AutoArchive Disabled for Zimbra Profiles and Folders . . . . 21
Forwarding Invitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

5 Troubleshooting ZCO . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Troubleshooting Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Received a Local/Server Failure Notice . . . . . . . . . . . . . . . . . . . . . . . . 24
Reviewing Sync Issues folders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Enabling Logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
When Outlook Crashes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
When Outlook Hangs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
My Zimbra Calendar will not Sync . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

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Zimbra Connector for Microsoft Outlook - Administrator Guide

Unable to Access a Shared Item . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

The .zdb File is Corrupt . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Conflict with Antivirus Software or other Outlook Add-ins . . . . . . . . . . . 26
Repairing ZCO . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Removing ZCO . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Resolving Mailbox Sync Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Resyncing GAL for Contact Group Support . . . . . . . . . . . . . . . . . . . . . 27
Zimbra Support Toolbar and Zimbra Ribbon . . . . . . . . . . . . . . . . . . . . . 28
View MAPI Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Open Original Source. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
View IDs of Zimbra Activities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Set Sync Token . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Zimbra Support and Additional Resources . . . . . . . . . . . . . . . . . . . . . . 29
Additional Resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Contact Zimbra Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

iv ZCO 8.6 Zimbra Collaboration

1 About ZCO

The Zimbra Connector for Microsoft® Outlook® (ZCO) allows users to access
their Zimbra Collaboration account using Microsoft Outlook.
ZCO creates a copy of the account data on the user's computer in a file called
a ZDB and uses a synchronization mechanism to keep synchronized with the
server copy. Items that are synchronized include email messages, folders,
tags, contacts, personal calendars, appointment reminders, and tasks.
This chapter includes information about prerequisites for installing ZCO and
how to download the ZCO installation file.

Use ZCO with the Correct Version of Zimbra Collaboration

The version of ZCO and Zimbra Collaboration must be from the same major
release. For example ZCO 8.x and Zimbra Collaboration 8.x are used
together. Never use versions that do not align together, such as ZCO 7.x with
Zimbra Collaboration 8.x.
New users typically obtain the ZCO installer from:
https://<servername>/downloads/index.html
ZCO’s auto-upgrade function can be used to keep up to date with the latest
version. Auto-upgrade checks whether a more recent version of ZCO is
available at the above location when Outlook is started, and an upgrade is
offered if available.
You can use the Zimbra administration console >Tools and Migration > Client
Upload to upload the latest version of ZCO to the above location.

Supported Versions of Microsoft Operating System

ZCO supports Microsoft Operating Systems: Windows® 8, Windows 7, Vista
and Windows XP with required updates.
Important: Windows XP is deprecated. The 8.x series of Zimbra Collaboration
is the last release to support Microsoft Outlook 2003 and Microsoft Windows
XP.

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Supported Versions of Microsoft Outlook

ZCO supports the following versions of Microsoft Outlook:

Important: If Outlook is upgraded, ZCO must be uninstalled and reinstalled.

This is particularly important following an upgrade to OL2013, as ZCO needs
to be installed to a different location on the client computer.
 Outlook 2013: 32-bit and 64-bit editions of Microsoft Office are supported.
 Outlook 2010: 32-bit and 64-bit editions of Microsoft Office are supported.

Note: “Click to run” versions of Outlook 2010 are not supported.

 Outlook 2007: Client computers must have Microsoft Office Outlook 2007
SP2 or later installed.
 Outlook 2003: Client computers must have Microsoft Office Outlook 2003
SP3 or later installed. Important: Outlook 2003 is deprecated: The 8.x
series of Zimbra Collaboration is the last release to support Microsoft
Outlook 2003 and Microsoft Windows XP.

ZCO Files
ZCO comprises of the following files:
 Zimbra Connector for Outlook: This is the main installation file and is
available in 32-bit and 64-bit versions, each in signed and unsigned
variants.
 Zimbra Connector for Outlook MSI Customizer: ZmCustomizeMsi.js
allows the ZCO MSIs to be customized so when the user installs ZCO, it
automatically sets certain options such as the server name. For more
information, see Running Customization and Branding Scripts on page 7.
 Zimbra Connector for Outlook Branding MSI Customizer: Zimbra
Connector for Outlook Branding MSI.vbs allows the MSIs to be branded.
Branding replaces all instances of the Zimbra product name and logo with
that of your company. For more information, see Running Customization
and Branding Scripts on page 7.

6 ZCO 8.6 Zimbra Collaboration

 About ZCO

Obtaining the ZCO Files

The ZCO files are located on the Zimbra Collaboration server in:
/opt/zimbra/jetty-distribution-<version>/webapps/zimbra/downloads/Zim-
braConnectorOLK_<version>.msi

Your users can access the appropriate MSI using the following URL:
https://<servername>/downloads/index.html

Or, you can choose to make the MSI available at some other location on your
network.

Note: Users must have temporary administrator privileges on their computer

to install ZCO.

You can also obtain the MSI from the Zimbra Utilities Downloads page in the
Zimbra Collaboration administration console:
Home > Tools and Migration > Downloads

Note: It is only possible to obtain signed versions of the MSI using

administration console.

Running Customization and Branding Scripts

The customization and branding scripts should be run on the unsigned version
of the ZCO MSI, which will have a name in the form
ZimbraConnectorOLK_n.n.n.nnnn_xnn-UNSIGNED.msi and is located
alongside the signed ZCO MSI in the Downloads folder.
When customization is complete you should rename your modified unsigned
MSI to that of the signed version, for example,
ZimbraConnectorOLK_n.n.n.nnnn_xnn.msi and use it to replace the original
signed version in the Downloads folder.

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8 ZCO 8.6 Zimbra Collaboration

2 Preconfiguring and Customizing the Installer

There are two parts to configuring ZCO: installation and creation of a MAPI
profile. Creation of a MAPI profile requires the user to enter information such
as the server name and their connection security option. To eliminate this step,
you can customize the MSI so that it sets these and other options
automatically.
To customize the installer with your specific configuration details, you run the
ZmCustomizeMsi.js file which is located in the Zimbra download directory on
the administration console.
Areas that can be customized include:
 Configuring the Zimbra Collaboration server name and secure connection
options. When users install ZCO they only need to enter their account
name and password.
 Single Sign-on options when SPNEGO is configured.
 Password rules.
 GAL sync mode.
 Default profile name.
 Disabling automatic upgrading to the latest ZCO version.
 Change the Zimbra branding to your own company name or brand using
the rebranding tool.

Note: To see a complete list of customization options, type ZmCustomizeMsi

at the command line prompt and press Enter.

Overview of the Customization Process

1. Obtain the unsigned MSIs. To customize the installer, you must use
ZmCustomizeMsi.js to modify the unsigned MSI file. (Customizing the
signed MSI file is seen as tampering by the Windows code signing
mechanism, and will present your users with a warning at installation
time.) 
The unsigned MSIs are available at:
/opt/zimbra/jetty-distribution-<version>/webapps/zimbra/downloads

2. Customize the MSIs according to the sections described in this chapter.

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Zimbra Connector for Microsoft Outlook - Administrator Guide

3. (Optional) Sign the MSIs with your own company’s signing certificate.

4. Place the modified MSIs back on the server. You can either place them in
the above directory or use the Zimbra Collaboration administration console
to upload them: Home > Tools and Migration > Do Client Upload

5. Generate a new index.html by either restarting the Zimbra Collaboration

Server or running /opt/zimbra/libexec/zmupdatedownload.

Adding ZCO Server Credentials

When you add the server name, port, and secure connection details, users
only need to add their name and password when they install ZCO.

1. From the administration console, copy the ZmCustomizeMsi.js file and the
ZCO .msi file to a computer running the Windows platform.

2. Open the Windows command prompt.

3. Change to the directory where the ZmCustomizeMsi.js file is located.

4. Type the server configuration command all on one line:

cscript ZmCustomizeMsi.js <path/msi-filename> -sn <servername.com> -sp
<port> -ssl <1 | 0> //nologo

Command Description
ZmCustomizeMsi.js Name of the js file
path/msi-filename Directory path and the ZCO .msi filename.
servername.com Zimbra server name (DNS) to be configured.
port Port number to be configured. For non-secured
connections, the default is 80. For a secured
connection, the default is 443. Your configuration
can be different.
1|0 See the Zimbra wiki page ZCO Connection Security
for more information about connection security.

5. Press Enter. The ZCO .msi file is modified.

6. To verify that the modification is correct, run the .msi installer and create a
dummy profile. The Zimbra Server Configuration Settings dialog should
include the server name, server port, and the check box marked/unmarked
for whether to use a secure connection.
You can now make the customized ZCO .msi file available to users by placing
them back on the server.

10 ZCO 8.6 Zimbra Collaboration

 Preconfiguring and Customizing the Installer

Additional Customization of ZCO

You can make other changes to the .msi file to add or modify the following
functionality:

Set the Password Rule

1. To set the password rule, enter as -pw <1|0>
Setting the password rule to 0 prevents the ZCO password from being
saved. This option should be used when using single sign-on (SSO)
authentication.
When the password rule is set to 1, the ZCO encrypted password is saved
in the user’s ZCO profile (default).

Modify the GAL Sync Mode

1. To set GAL sync mode, enter as -gsm <2|1|0>

2. Enter 2 to disable GAL sync; 1 to make GAL sync a manual option only, 0
to enable manual and automatic GAL syncs. Automatic GAL syncs occur
whenever the mailbox is synchronized (typically when the user presses
F9, or as specified in Outlook Send/Receive Groups configuration).

Location of Local Failure Messages

A Local Failure Message is a message that is created in Outlook when a
problem occurs during synchronization. By default, these are created in the
Inbox. The Local Failure Messages are not synchronized to the server.

Setting Up the Single Sign-On Option (SSO)

Note: To use SSO, SPNEGO must be configured on Zimbra Collaboration.

SSO works with a specific server. The server name used in the ZCO profile
must match that in the SPNEGO configuration. Make sure that the server
name is incorporated into the .msi file prior to installation of ZCO.

1. Set the server name to be the server name configured for SPNEGO, enter
-sn <spnegoserver.example.com>

2. Set the password rule, enter -pw 0

Example:
cscript ZmCustomizeMsi.js <path/msi-filename> -sn
<spnegoserver.example.com> -pw 0
For more information, see Appendix B, Configuring SPNEGO Single Sign-On
for Zimbra Collaboration in the Zimbra Collaboration Administrator Guide.

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Zimbra Connector for Microsoft Outlook - Administrator Guide

Disabling the Auto-Upgrade Feature

When a user launches Outlook, ZCO checks Zimbra Collaboration for a newer
version of ZCO. If a newer version is available, the user is prompted with the
option to upgrade.
You can disable the auto-upgrade feature. Run the ZmCustomizeMsi.js file
before installation and select the --disable-autoupgrade option.

Hiding Email Aliases in the GAL

By default, ZCO takes a copy of the Zimbra Collaboration’s Global Address
List (GAL) and stores it in the ZDB, making it available to Outlook as an
Address Book. By default, accounts which have an alternate email address,
also known as an alias, will result in multiple entries in the GAL.
If you do not want aliases to appear in the GAL, you can disable this option.
Run the ZmCustomizeMsi.js file before installation and select the 
--galsync-disablealiases 1 option.

When this is disabled, users cannot search for aliases when addressing mail.
Note that a change to this value will not take effect on a particular client until
the user resets their GAL. To reset the GAL:
 For Outlook 2003/07 go to Tools > Send/Receive > Global Address List>
Reset Global Address List
 For Outlook 2010/13 go to Zimbra > Sync Global Address List > Reset
Global Address List

Setting the ZCO Display Language

By default ZCO matches its display language to that of the Outlook display
language you are using. You can override this language by running
ZmCustomizeMsi.js with the -lang <LCID> option, where <LCID> is the decimal
LCID value (1033 for US English, 1041 for Japanese, etc.).
This is essential if you want to use ZCO's French Canadian translations for
example (since there is no corresponding French Canadian edition of
Outlook), in which case the command should be lang 3084.
Other supported languages include Arabic, Basque, Chinese (Simplified PRC
and Traditional HK), Danish, Dutch, English, French, French Canadian,
German, Hindi, Hungarian, Italian, Japanese, Korean, Polish, Portuguese
(Brazil), Romanian, Russian, Spanish, Swedish, Turkish, Ukrainian

12 ZCO 8.6 Zimbra Collaboration

 Preconfiguring and Customizing the Installer

Rebranding ZCO
You can change the Zimbra branding in ZCO to your own company name or
brand.

1. From the administration console, click Downloads link.

2. Open the Zimbra Connector for Outlook Branding MSI.vbs (Visual Basic)
file.

3. At the start of the script, replace “Foobar” with your company name or
value:

Value Description
Brand Substitutes all occurrences of “Zimbra” in the product,
except the Zimbra copyright statement in the ZCO About
window. (maximum 30 characters)

Company Appears only in the .msi file's summary information

(right-click and select Properties) and in the Control
Panel entry for the installed program under Publisher. (no
character limit)

DefaultProfileName Provides a name for the default Outlook profile to be

created as part of the installation if none already exists.
(maximum of 64 characters)

AboutLink The URL that appears in the Control Panel entry for the
installed program under Support Link. (no character limit)

DocumentLink The Click here for documentation link on the ZCO

About dialog. This normally links to a Zimbra PDF
document but can be redirected to your own web
documents. (maximum of 260 characters)

4. Run this script on the ZCO .msi file that users will use to install ZCO:
cscript ZimbraBrandMsi.vbs ZimbraOlkConnector.msi
If ZCO has been previously installed on the target machine, uninstall ZCO
before running the newly branded installation.
Your company name or value now replaces the Zimbra brand, and the Zimbra
icon is replaced with a generic icon.

Note: Existing Outlook profiles created using the unbranded package should
remain usable but will show the old "Zimbra - ..." store name.

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14 ZCO 8.6 Zimbra Collaboration

3 Installing ZCO

This chapter provides information about what server configuration information

the user needs to install ZCO, what takes place when ZCO is installed on
individual computers, and what happens during the initial synchronization of
ZCO and Outlook.

Installation Prerequisites
If you did not modify the .msi file, the user needs the following server
configuration information during the installation process. Be sure to provide
this information to your user before they install ZCO so they can complete
their installation of ZCO:
 Zimbra Collaboration server name.
 Whether to select Use Secure Connection (SSL). This feature is used to
establish a secure connection to that port. See Using Secure Connection
(SSL) below.
 The user’s complete email address and email password.

Using Secure Connection (SSL)

When using a secure connect, SSL, all connections that ZCO makes with the
server will use SSL to verify the server and encrypt the data.
For this to function properly, consider the following:
 zmtlsctl must be set to HTTPS on the server (this is the default setting for
8.0.7 and later). For more information about zmtlsctl, see the Zimbra
Collaboration Administrator Guide.
 The server must have a valid SSL certificate. See “Managing SSL
Certificates for Zimbra Collaboration” in the Zimbra Collaboration
Administrator Guide.
 Default Zimbra Collaboration installations generate their own self-signed
certificate. This can be used, although in order for ZCO to trust it, the root
CA certificate that signed it must be placed in the “Trusted Root Certificate
Authorities” section of the Windows Certificate store. This can be done as
described in the Zimbra Wiki page ZCO Connection Security. Failure to
place the root CA certificate in the “Trusted Root Certificate Authorities” will
result in ZCO displaying a warning that the certificate could not be verified.

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Zimbra Connector for Microsoft Outlook - Administrator Guide

Installing ZCO on Individual Computers

It only takes a few minutes for users to install ZCO on their computers and
configure the connection to Zimbra Collaboration. You must provide the user
with temporary administrative privileges and the server configuration
information.
Installing ZCO on a computer which has no existing MAPI profiles results in
the creation of a new profile called Zimbra.
The installation does not remove any previous Outlook profiles or accounts.
The user can view previous profiles by navigating to Start > Settings > Control
Panel > Mail > Show Profiles. Mail profiles can combine a Zimbra account with
an IMAP, Exchange, or POP account.
To add a new profile, users select Add on the Show Profiles dialog and follow
the prompts.

Note: Users cannot add more than one Zimbra account to a profile. Users
can customize the name of the profile created during the installation
using the “profile name” customization option available from the
installation file.

For more information about the ZCO installation process, see the Zimbra
Connector for Microsoft Outlook User Guide.

Synchronizing ZCO with Outlook

The first time a user opens Outlook after ZCO is installed, the user’s Outlook
mailbox must synchronize with Zimbra Collaboration. If users have been using
the Zimbra Web Client and have email messages, folders, tags, signatures,
contacts, personal calendars, appointment reminders, and tasks on Zimbra
Collaboration, this information is synchronized with their Zimbra profile in
Outlook.
The initial synchronization can take a few minutes or longer, depending on the
size of the mailbox and the network speed. On slow networks, the initial
synchronization can take several hours. It is advantageous to install ZCO
while using a fast and reliable company network. It is also strongly advised
that Antivirus is disabled during the initial sync, otherwise the Antivirus
software can prolong the initialization by virus checking messages as they are
placed in the ZDB.
If users use the default Zimbra profile, their synchronized data is saved in the
zimbra.zdb file located in the user’s Local Settings\Application
Data\Microsoft\Outlook folder.

Important: When Zimbra Collaboration is restored from a Zimbra backup,

ZCO profiles might have to be recreated.

16 ZCO 8.6 Zimbra Collaboration

 Installing ZCO

Synchronization Frequency
ZCO synchronizes automatically as follows:
 At the frequency specified in Outlook’s Send/Receive Groups dialog box
(default is 30 minutes)
 When a change is detected on the server or in Outlook
 When the user presses F9

Resyncing the GAL for Contact Group Support

To obtain full support for contact groups for profiles that were created with
older versions of ZCO, it is necessary to perform a full GAL reset on your ZCO
client to ensure contact groups and their members are synced correctly with
Zimbra Collaboration.
 For Outlook 2003/07 go to Tools > Send/Receive > Global Address List>
Reset Global Address List
 For Outlook 2010/13 go to Zimbra > Sync Global Address List > Reset
Global Address List

For more information about ZCO synchronization, see the Zimbra Connector
for Microsoft Outlook User Guide.

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Zimbra Connector for Microsoft Outlook - Administrator Guide

18 ZCO 8.6 Zimbra Collaboration

4 Zimbra Features in Outlook

Zimbra features have been incorporated into Outlook menus. The Zimbra
Connector for Outlook User Guide, which is available from the ZCO About
page describes these features, which include

Feature Location in Outlook

Zimbra Personas • Available in Outlook 2003/07 under Tools > Options >
Personas.
• Available in Outlook 2010/13 under Zimbra >
Personas.
Zimbra Mail Filters • Available in Outlook 2003/07 under Tools > Zimbra
Server Rules.
• Available in Outlook 2010/13 under Zimbra > Zimbra
Server Rules.
Out-of-Office Reply • Available in Outlook 2003/07 under Tools > Zimbra
Out of Office Assistant.
• Available in Outlook 2010/13 under Zimbra > Zimbra
Out of Office Assistant.
Zimbra Tags Synchronized with Outlook Categories.
Zimbra mailbox quota • Available in Outlook 2003/07, can be checked using
Tools > Mailbox Quota.
• Available in Outlook 2010/13, can be checked using
Zimbra > Mailbox Quota.
Enable/disable and • In Outlook 2003/07, enable or disable using Tools >
update the GAL Send/Receive > Global Address List.
• In Outlook 2010/13, enable or disable using Zimbra>
Sync Global Address List.
Select/Deselect Error • In Outlook 2003/07, select or deselect error messages
Messages to the Inbox. Go to View > Errors to Inbox.
• In Outlook 2010/13, select or deselect error messages
to the Inbox. Go to Zimbra > Error Reports > Save in
Inbox.
Sharing Users can access Zimbra mail folders, calendars,
contacts, and tasks shared by another Zimbra user.

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Zimbra Connector for Microsoft Outlook - Administrator Guide

Personal Email Certificates (S/MIME)

Personal Email Certificates (S/MIME) synchronize in the GAL from Zimbra
Collaboration, which allows users to send and receive signed and encrypted
email messages. Certificates are stored in two places, including the GAL
(synchronized to ZCO during GAL sync), and in Personal Contacts
(synchronized bi-directionally with Zimbra Collaboration).

Advanced Settings
Users can modify the following advanced settings from the Advanced button,
available from:
 In Outlook 2003/07, go to View > Toolbars > Zimbra Support
 In Outlook 2010/13, go to Zimbra > Advanced

Note: Any changes made in the Advanced Settings dialog are made to the
registry.

Feature Description
Connection Configure HTTP connection settings. The default settings
Timeouts. for connect, send, receive and option/receive are 900000
milliseconds, or 15 minutes. These settings are
configurable.
GAL Sync Set GAL sync time, including sleep time, and sleep after.
Optimizations If the user’s system is slow due to the sync, they can
configure their system to go to sleep after a specified
number of contacts have been synced.
LDAP The LDAP default is disable. Users can enable LDAP and
enter the server name.
Delegate Calendar Select to sync all calendar content, or select to sync
Sync partial calendar content by selecting a specified number
of days to sync.
Enable local rules Check this box to allow users to enable local Outlook
rules. By default, local Outlook rules are disabled.
Store password in the Check this box for users to store their passwords in their
profile profiles. Uncheck this box if you do not want user
passwords stored in their profile. They enter their
password at each login.
Synchronize Check this box to sync email signatures from Outlook’s
Signatures “Signatures and Stationary” dialog with the server.
Synchronize Check this box to allow preferences, such as Read
Preferences Receipt options in Outlook’s Options dialog, to sync with
the server.

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 Zimbra Features in Outlook

Synchronize on Synchronizations are typically carried out at the interval

Change specified in Outlook Send/Receive Groups dialog. If this
option is selected, ZCO bypasses the interval and syncs
within 60 seconds if it detects a change made by Outlook
or a change made by the server.
Automatically mount If a link to a shared folder is accepted in Zimbra Web
shared stores Client, then when this option is enabled, the shared store
is automatically added to Outlook.

Zimbra Feature Differences for Outlook Users

This section includes some information about feature differences for Outlook
users who are now using ZCO.

Free/Busy Lookup in ZCO

If the Zimbra Collaboration server CA certificate is self-signed, free/busy
lookup in Outlook fails with the error "An error occurred reading Internet free/
busy data. General failure." To fix this issue, add the CA certificate to Internet
Explorer's Trusted Root Certification Authorities.

Outlook AutoArchive Disabled for Zimbra Profiles and Folders

The Outlook AutoArchive function is disabled for Zimbra profiles and folders.
This feature should not be enabled. Auto-archiving removes files from the
server, including items shared with others. This can cause data loss or
problems with recurring appointments, shared items, and historical calendar
data.

Note: Outlook’s global AutoArchive function remains enabled for Outlook

features that are not Zimbra specific.

Forwarding Invitations
If you forward a meeting invitation to another user, a notification is sent to the
original meeting organizer because you have now extended their invitation to
a new invitee.

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Zimbra Connector for Microsoft Outlook - Administrator Guide

22 ZCO 8.6 Zimbra Collaboration

5 Troubleshooting ZCO

Topics in this chapter include:

Troubleshooting Overview on page 23
Received a Local/Server Failure Notice on page 24
Reviewing Sync Issues folders on page 24
Enabling Logging on page 25
When Outlook Crashes on page 26
When Outlook Hangs on page 26
My Zimbra Calendar will not Sync on page 26
Unable to Access a Shared Item on page 26
The .zdb File is Corrupt on page 26
Conflict with Antivirus Software or other Outlook Add-ins on page 26
Repairing ZCO on page 27
Removing ZCO on page 27
Resolving Mailbox Sync Problems on page 27
Resyncing GAL for Contact Group Support on page 27
Zimbra Support Toolbar and Zimbra Ribbon on page 28
Zimbra Support and Additional Resources on page 29

Troubleshooting Overview
ZCO includes troubleshooting aids:
 Failure Notices: If ZCO is has difficulty synchronizing a particular item it
places a Failure Notice message in the Outlook’s Inbox or Sync Issues
folder.
 ZCO Logging: ZCO can be configured to write detailed logs of an Outlook
session.
 Core Dumps: In the event of a crash, ZCO automatically generates a core
dump which can be analyzed by the support team.

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Zimbra Connector for Microsoft Outlook - Administrator Guide

Occasionally, conflicts can occur during installation, so if this is a new

installation that has never functioned correctly, consider uninstalling ZCO,
rebooting and reinstalling.
Conflicts can also arise between ZCO and Outlook Addins. It is suggested to
review if the issue is reproducible after disabling the addins.

Received a Local/Server Failure Notice

If errors occur when Outlook syncs with Zimbra Collaboration (for example, a
MIME error), Local/Server Failure messages are automatically sent to the
user’s Outlook account.
Review the Failure messages. The problem might be apparent and simple to
resolve, such as an “out of quota” message. If you cannot resolve the error
based on the message, submit the messages with a support case to Zimbra
Support.
When ZCO is installed, a Sync Issues folder with subfolders are created in the
user’s Outlook Folder List. Copies of the Local/Server Failure messages is
saved to the Sync Issues folder.
Users can tell when new messages are in a folder when the folder is bold and
the number of unread messages is displayed beside the folder name.
To disable failure notifications to the user’s Inbox in the user’s Outlook:
 In Outlook 2003/07, deselect View > Errors to Inbox
 In Outlook 2010/13, deselect Zimbra > Error reports > uncheck Save In
Inbox

Reviewing Sync Issues folders

When ZCO is installed, a Sync Issues folder with subfolders is created in the
user’s Outlook Folder List. If errors are found when Outlook syncs with the
server, a sync failure notification is sent to both the user’s Inbox and the Sync
Issues folder. To turn off local failure notifications to the user’s Inbox:
• In Outlook 2003/07, deselect View > Errors to Inbox.
• In Outlook 2010/13, deselect Zimbra > Error reports > Save In Inbox
To view the Sync Issues folder, click the Folder List icon in the Outlook
Navigation Pane. The Sync Issues folder is displayed in the Folder List. Users
can tell when new messages are in these folders when the folder is bold and
the number of unread messages is displayed.
If users are having problems using Outlook and continuously receiving errors,
the messages in these folders should be submitted with a support case to
Zimbra Support. These messages are created to help Zimbra technical
support and engineering debug and fix errors.

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 Troubleshooting ZCO

Enabling Logging
You can enable logging using one of the following:
 Select the Logging button on the Zimbra Support Toolbar (03/07) or Zimbra
Ribbon (10/13) and select Enabled.
 Start > Run > zcologctl.exe <enter>
 Locate ZCOLogCtl.exe in \Program files\Common
Files\System\MSMAPI\<LCID> where LCID refers to the local ID of the
user. For USA English, this ID is 1033
 In ZCOLogCtl select Enable Logging.

Logs are written to a folder called ZCOLogs in the path specified. The
Advanced button hides some detailed options which should not be modified
unless your support engineer advises you otherwise.
Some general tips for capturing effective troubleshooting information for
Zimbra Support include:

1. Disable Windows Search to avoid capturing unnecessary logging

start > run > services > Windows Search > Properties > Stop + “Disabled”

2. Disable foreign add-ins

3. Empty ZCOLogs directory to ensure that only logs which span the
reproduction of the problem remain in ZCOLogs

4. Start Outlook and reproduce the issue

a. Take detailed notes of the steps: times, ZimbraIDs, subjects, etc.
b. Take screen shots, or a screen video if possible
Log files are generally intended for support engineers, but you might be able
to review simple problems (such as lack of server connection) yourself by
opening the log file and searching for ##ERROR## or ##WARNING##.

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Zimbra Connector for Microsoft Outlook - Administrator Guide

When Outlook Crashes

If Outlook closes unexpectedly (for example, with the warning
“Outlook...needs to close”), look in ZCOLogFiles directory for core dumps
indicated as *.DMP files.

When Outlook Hangs

When Outlook hangs, Zimbra Support might ask you for a hang-dump. The
easiest way to generate a hang-dump is to right click on OUTLOOK.EXE on
Task Manager’s Processes tab and choose Create Dump FIle.

My Zimbra Calendar will not Sync

1. Verify that the user’s account has synced.

2. Check Local/Server Failure messages in the Sync Issues folders.

3. Submit a case with the logging information to Zimbra Support.

Unable to Access a Shared Item

1. Verify that the user has accessed the calendar correctly:
a. Open > File > Other User’s Mailbox. The GAL is displayed.
b. Select the sharing user from the list. The shared item should sync
automatically.

2. Submit a case with the logging information to Zimbra Support.

The .zdb File is Corrupt

A user receives a Local Failure message stating that the .zdb file is corrupt. To
fix this issue, you must repair the .zdb file. The .zdb file includes all Outlook
data from Zimbra Collaboration in .pst format: messages, contacts,
appointments, tasks, etc.
Use the scanpst.exe tool to repair any .zdb file that Outlook/ZCO has trouble
opening.

Conflict with Antivirus Software or other Outlook Add-ins

It is not uncommon for ZCO to encounter problems when running third-party
Outlook add-ins or antivirus software. Try disabling the add-ins before retrying
to use ZCO. To report the problem, log a bug with Zimbra, list all of the Outlook
add-ins that are installed, and indicate the add-ins you think are causing the
conflict.

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 Troubleshooting ZCO

Repairing ZCO
1. Locate the ZCO .msi used to install ZCO and download the file to your
computer.

2. Click the file to open.

Note: To find out which version of ZCO is installed, open Outlook and go to: -
For Outlook 2003/07 go to Help > About Zimbra Connector for Outlook.
For Outlook 2010/13 go to Zimbra > About Zimbra.

When the .msi file is opened after ZCO is installed, it opens with the
options to repair the connector.

3. Click repair. ZCO is reinstalled.

Removing ZCO
To remove ZCO, including removing all components except the Zimbra
profiles, on your computer go to Add or Remove Programs and select to
remove Zimbra Connector for Microsoft Outlook.

Resolving Mailbox Sync Problems

If a user’s mailbox cannot receive new mail, becomes out-of-sync, or the .zdb
file becomes corrupted, you can:
 Force an initial sync of the user’s mailbox. To do this, have the user create
another profile, open Outlook and select the following to sync with Zimbra
Collaboration.
• For Outlook 2003/07 go to Tools > Send/Receive > Send/Receive All
• For Outlook 2010/13 go to Send/Receive > Send/Receive All Folders
 Set the Sync Token to an earlier number and resync the user’s mailbox. For
more information, see Set Sync Token on page 28.
In some cases, it might be necessary to uninstall the .msi file, delete the profile
and .zdb, and start over.

Resyncing GAL for Contact Group Support

For contact group support, perform a full GAL reset on your ZCO client to
ensure contact groups and their members are synced correctly with ZCS.
 For Outlook 2003/07 go to Tools > Send/Receive > Global Address List>
Reset Global Address List
 For Outlook 2010/13 go to Zimbra > Sync Global Address List > Reset
Global Address List

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Zimbra Support Toolbar and Zimbra Ribbon

When ZCO is installed, the Zimbra Support Toolbar is added to the Outlook
Views list. With later Outlook versions these options appear in the Support
section of the Zimbra ribbon. If users are having issues with specific emails or
folders, you can use this toolbar to collect information to help debug the issue.
To display the Zimbra Support Toolbar, select View > Toolbars > Zimbra
Support.

The Zimbra Support Toolbar buttons are explained below.

View MAPI Properties

The Show Properties button shows a subset of the MAPI properties of an item.
Select either Message or Folder in the bottom left of the MAPI properties dialog
to view MAPI properties of a message and of the folder. You can click Save to
File to save the MAPI properties of an item to a file.

Open Original Source

The Show Original button opens the source of the original item in the default
Internet browser. The browser prompts you for the account login information
before you can view the item. The source text includes the Zimbra Item ID,
Folder ID, and any other information contained in the original item (such as
tags, flags, header information, etc.).

View IDs of Zimbra Activities

The Open By Zimbra Id button allows you to view an email, appointment, task
or other item in Outlook by its Zimbra Id. You can find the Zimbra Id of an item
by using the Show Original button in the Zimbra Support Toolbar, or by the
number listed in a Local Failure Notice.

Note: Meeting requests cannot be opened by Zimbra Id. Drafts can be

opened, but sometimes generate errors when opened by Zimbra Id.

Set Sync Token

The Set Sync Token button allows you to set the Zimbra sync token. Sync
tokens track the syncs between an Outlook client and Zimbra Collaboration.
Sync tokens increase in numerical value between one sync and the next.
Setting a sync token to an earlier number allows you to resync any items that
failed to sync between the sync token you set and the current sync token.
For example, if an appointment fails to sync to a user’s Outlook client they
receive a Local Failure Notice in their Inbox and Sync Issues > Local Failures
folders.
To resync an item and update the user’s Outlook client with the most
information, the Sync Token must be set to before the request that failed.

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 Troubleshooting ZCO

Note: In some cases, sync failures might not be resolved unless the Sync
Token number is set back several tokens before the failed sync.

To set the sync token and attempt to resync an item that failed to sync, click
Set Sync Token in the Zimbra Support Toolbar. The Update Sync Token dialog
opens.
Enter the sync token to set. Click OK. To attempt to resync the item, click
Send/Receive.

Zimbra Support and Additional Resources

If your issue is not a known or common issue, or is persisting despite
troubleshooting, you can use the following additional resources to search for
information about your issue or contact Zimbra Support for help.

Additional Resources
 Zimbra Forums. The Zimbra Forums, http://www.zimbra.com/forums, are
a great place to find answers to problems and issues you may be
experiencing.
 Zimbra Wiki. The Zimbra Wiki has many articles and reference material
about ZCO. Go to http://wiki.zimbra.com/wiki/Category:ZCO.
 Web Search. If you cannot find a solution to your issue through the Zimbra
Forums, you might be able to find other resources or information using a
Web search.

Contact Zimbra Support

You can contact Zimbra Support at [email protected]. To provide the
highest level of service, gather the following information before contacting
support.
 Detailed description of the problem.
 Steps for reproducing the problem.
 Zimbra Support Toolbar output. You need to include any relevant Zimbra
Support Toolbar output, described in Zimbra Support Toolbar and Zimbra
Ribbon on page 28.
 Logs that span the problem.
 Crash Dumps. These are generated automatically if Outlook crashes.
• For 8.5.0, crash dump logs are generated in ZCOLogs.
• For 8.0.7 and prior, crash dump logs generated in %temp%\zco-cores or
ZCOLogs.
 Hang Dumps

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Zimbra Connector for Microsoft Outlook - Administrator Guide

Beyond the above information, include the following information if it is relevant

to your problem.
 Install logs. If users are experiencing issues with installing ZCO, include
the install logs. You can create install logs by running the following
command.
msiexec /i <zco-installer.msi> /lv <zco-install.log>
For example, the following command creates a ZCO install log named
case00012345-zco-install.log.
msiexec /i ZimbraOlkConnector-5.0.6_GA_2314_5.0.2635.6.msi /lv
case00012345-zco-install.log
 Sync error messages. If users are experiencing issues with syncing,
include any relevant error messages. You can find sync error messages in
the Local Failures and Server Failures folders, located in the Sync Issues
mail folder. For more information about the Sync Issues folder, see
Reviewing Sync Issues folders on page 24.

30 ZCO 8.6 Zimbra Collaboration