OWA clients receive the message “Outlook Web Access did not initialize. An event has been logged so that the system administrator can resolve this issue. Please contact technical support for your organization”

This article applies to the following products:
     Messageware PlusPack 2007

     

SYMPTOM

 

After entering the user’s credentials when trying to connect to OWA the connection will fail with the error “Outlook Web Access did not initialize. An event has been logged so that the system administrator can resolve this issue. Please contacts technical support for your organization.

This error is accompanied by the following entry in the event viewer:

Outlook Web Access was unable to initialize.

Invalid forms registry file C:\Program Files\Microsoft\Exchange Server\ClientAccess\owa\forms\basic\registry.xml  Line number = 45  Position = 131.  Message = Duplicate form registry key exists.

The forms registry is a critical component of Outlook Web Access. If this error is not addressed, users might not be able to access the Outlook Web Access client. For information about how to troubleshoot the forms registry, see the Help and Support Center.

 

 

CAUSE

 

This may occur if issues are encountered during software re-installation

 

RESOLUTION

 

This problem can be resolved in any of the following three manners:

 

Option One: Use this option if the Plus Pack has been removed from the CAS

1.     Uninstall the Plus Pack

2.     Restore registry.xml from another CAS installed without the Plus Pack

 

The file Registry.xml is located under “\Program Files\Microsoft\ExchangeServer\ClientAccess\Owa\forms\basic”

 

Option Two: Use this option if the Plus Pack is installed on the CAS

1.     Restore the registry.xml from another CAS installed with the Plus Pack

 

Option Three: Manually editing the registry.xml file
NOTE: Manually editing the registry.xml file is not recommended

1.     Using notepad open registry.xml under “C:\Program Files\Microsoft\Exchange Server\ClientAccess\Owa\forms\basic”

2.     Do a search for  mw_ entries and remove all duplicates that exist in the same section and save your changes

 

 

This article applies to the following products:
     Messageware PlusPack 2007