Outlook error when doing a search

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New Contributor

when doing a search "in current mailbox" or other I get an error

 

"Something went wrong and your search couldn't be completed"

It looks like there's a problem with your network connection

Lets look on your computer instead.

 

There are no connection issues and my online account is all up to date also

 

any ideas? 

48 Replies
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Is your Outlook in cached mode ? or are you in online mode?

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Connected to Microsoft Exchange

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So in the attached screenshot, your checkbox is NOT checked? Does the search work correctly if you use OWA instead ?

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after un clicking and restarting outlook... search now just spins .......searching and nothing comes up

 

 

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Go To Outlook->File->Options->Search->Indexing Options->Click on outlook & Click on Advanced->Rebuild.Read the message and click ok. You need to wait until the new indexing finishes after try to search.
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I also have the same error, as of early this week.  Ever since getting Outlook 16, however, I only used to get the "Something went wrong and your search couldn't be completed.", but the search performed anyways.  But now it will not.  I have nothing wrong with my network connection, and now I have to click on "Let's look on your computer instead" for it to turn up any results, and very slowly.

 

I am on Version 1804 (Build 9226.2114 Click-to-Run).  I have done everything that every article I've read has stated as a fix, all to no avail.  I have just rebuilt the index, also to no avail. 

 

I also cannot do any repairs or updates to Office as I get the following message:  Something went wrong.  We're sorry, we ran into a problem while looking for updates.  Please check your network connection and try again later.  Error Code:  30045-27 (1)

This message has been showing up ever since I installed Office 365, several years ago.  The only way to get rid of it is to re-install the entire Office package, at which time, it works for a little while.  After a few months (or I don't know how long because I don't check it regularly), it returns the error above.

 

Could this have anything to do with my search not working?

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@Alane McKinnon 

 

Has anybody figured this out? We just started having this issue 2 years after this thread died.

 

Thanks!

Mikel

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@MikelReber  Coindidence, i don't think so, i also got the same error today... Anyone can confirm the right way to do it?

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@svoyer 

 

We have also starting getting this from all our users in the past few days.  Office 2016/2019 Pro Plus and H+B with Exchange 2013 On-Prem.

 

For mine, i just disabled ServerAssistedSearch in the registry, but we need a root cause, as this would be a huge pain to do for all of our users.

HKEY_CURRENT_USER\Software\Policies\Microsoft\Office\16.0\Outlook\Search

Value name: DisableServerAssistedSearch 
Value type: REG_DWORD
Value: 1

 

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Reinstalling office fixed our issue temporarily. BUT we're already getting cases where the problem has come back.
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@dlrash -- Thank you.

I verified this fixed the one issue the crept back up.

 

HKEY_CURRENT_USER\Software\Policies\Microsoft\Office\16.0\Outlook\Search

Value name: DisableServerAssistedSearch 
Value type: REG_DWORD
Value: 1

 

I will be applying this to our network via GPO until a real fix is discovered.

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@MikelReber 

 

A client began receiving the message across their user base yesterday.  They use on-prem Exchange.  I rebuilt the Exchange Index on the server but same error continues.  Based on the other input in this thread I'm leaning towards a client side issue maybe a patch that was released?

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@Cluster46 

 

Has to be client side - OWA searches are fine. I didnt apply any updates manually though and we have automatic updates turned off except security patches.

 

Odd. I'll have to keep monitoring this thread.

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@MikelReber 

 

Just to back up what you said I also tested OWA searches and they are fine.  I think this may have something to do with a switch that was somehow flipped setting FAST searches to the default over Windows Desktop Search.  Client for now is increasing cache size on their computers that need a deeper search history and clicking the "search your computer instead" link.  Not ideal for sure.

 

https://techcommunity.microsoft.com/t5/outlook-global-customer-service/how-outlook-2016-utilizes-exc...

 

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@Cluster46 

 

Also to back this up, we rebuilt the Search Index on our Exchange 2013 and for some clients it seemed to fix the issue, but others it did not. Additionally, the index always reported as HEALTHY.   

OWA searches were fine.  Appears to be client-side.

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FYI that Registry Setting to disable ServerAssistedSearch should work, if you can push that out via GPO.
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@dlrash 

Having the same issue.  Win10, Outlook 2019 Retail with on prem Exchange 2013.   Came up yesterday, appears to be affecting all users with Outlook2019

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Had the same issue with similar environment as well, Outlook2016 was also affected.

I tried everything, from reinstalling outlook, recreate profiles, remove updates, rebuilding indexes, to untick and tick Outlook from Windows Search option.

Nothing worked, except disable ServerAssistedSearch.

Now pushing it thru GPO, but we need the root cause as it affects the entire organization.
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@woonks 

The problem is caused by the April office update (16.0.12730.xxxxx).

You need to undo the April update.

e.g

"%ProgramFiles%\Common Files\Microsoft Shared\ClickToRun\officec2rclient.exe" /update user updatetoversion=16.0.12624.20466

 

Later rebuild the index in outlook.

 

My tests show that you can later upgrade your office to the latest version and the search will work.

But just to be safe, it can block auto update for now.

 

 

 

 

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@taurus-bis 

 

New issue for me today too.  Outlook 2019 16.0.12730.2144

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Most of ours were on 12730.20250 and still had the issue.
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All subversions of 16.0.12730.xxxxx are broken.
You need to roll back to the February 16.0.12624.xxxxxx version.

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@taurus-bis 

Am i too naive to think that MS should fix known issues instead of requiring its users to roll back to a previous update?

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@bordeauxconst 

What are you talking about?  Microsoft is perfect and infallible /s 

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@taurus-bisSo I am guessing this isn't going to be fixed anytime soon

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@JanShim

 

I found out the root cause for my environment.....

 

Outlook 2016/2019 resolve search via Office365 instead (gasp!!), bypassing on-premise servers.

This is due to auto-discover feature of recent version of Outlook 2016/2019, resolve office365 first prior to on-premise server.

 

I had to dns block outlook autodiscover from connecting to outlook.office365.com, forcing it to use on-prem servers instead. Worked like charm.

 

 

 

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There is also a posting in M365 Admin Center so it is also affecting Exchange Online: 

burningice_0-1589265446902.png

 

You can also refer to this posting: https://techcommunity.microsoft.com/t5/outlook-global-customer-service/how-outlook-2016-utilizes-exc...

 

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There are a couple of replies that indicate differing updates. Perhaps the March 10, 2020 build of 2002 (build 12527.20278) would suffice if we were to roll our clients back, but there is no automated/convenient way to accomplish this.

https://docs.microsoft.com/en-us/officeupdates/update-history-office-2019

 

Here's a Reddit thread of a similar discussion:

https://www.reddit.com/r/Office365/comments/gdjh97/help_some_users_experiencing_issues_after_recent/

 

Penn State University reached out to Microsoft and here are details:

https://mailservices.isc.upenn.edu/computing/email/penno365/alerts/ms-incidents.html

Search for EX212460.

 

Also Rutgers University

http://status.rutgers.edu/Connect-DEGRADED/Exchange-DEGRADED

(search for the same).

 

Maybe we'll see an update start trickling out after May 13.  That's what I'll bet on. 

 

Meantime, If users search the Entire Mailbox, it seems to work fine.  They just have to click the drop down first...Not a big deal.

 

 

 

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@woonks 
hi !

What do you mean by DNS block ? Did you redirect 'outlook.office365.com' to your local server using DNS ?

Thanks a lot for your answer !

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This is a good thread. 

To add to the details:

 

On-Prem 2013 and 2019 effected simultaneously behind different networks

All clients onsite and offsite are effected. OWA works fine.

Patching manually won't work across 50 businesses some without DCs and well over 1000 endpoints.

Will wait for Microsoft to fix :( 

Glad to have smart people keeping the heat on Microsoft so they can't shirk the responsibility off on "potential environmental and client side settings". 

 

Since O365 started forcing autodiscover with their servers (first) we have had a lot of trouble. Certainly isn't making on-prem life sustainable. I see a trend. Boo Microsoft. Boo. We rely on providing IT support for our jobs in the US... quit forcing everyone to the cloud.

 

 

 

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@AlexRomain 

 

I blocked my internal DNS servers from resolving outlook.office365.com.

Various ways to do this, easiest is create an empty DNS authoritative zone outlook.office365.com to blackhole the dns requests.

 

Be warned, this may break some Outlook365 webmail functions. The download attachments function couldnt work due to unable to resolve attachment.outlook.live.net, which actually just a CNAME to outlook.office365.com.

 

But at least, your office outlook users will stop the persistent calls for support......

 

 

 

 

 

 

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Hey,
use AutoDiscovery paramter ExcludeExplicitO365Endpoint instead blocking via DNS.
Either via GPO (newest admx templates) -> User Template Outlook 2016 -> Account -> Exchange -> Disable Autodiscover (Subtype O365 Autodiscovery)
Or Registry:
HKEY_CURRENT_USER\Software\Policies\Microsoft\Office\16.0\Outlook\AutoDiscover or
HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Outlook\AutoDiscover
DWORD:ExcludeExplicitO365Endpoint = 1

This also resolve the the acutal search problem since Version 2004 ;)

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@burningice Any clue on when this patch will be released? This is the first post I've seen that acknowledges an actual problem.

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@Brad_Krugler  according to M365 Admin Center, the last update states: 

 

May 14, 2020 1:45 AM

Current status: We've completed validating the fix and have started deployment to the affected environments. As the fix progresses, some users may start to see impact remediation as this process completes.

Today I was able to update my own Office installation from 12730.20250 to 12730.20270, however it did not resolve the issue, confirming comments on the following blog post: https://www.borncity.com/blog/2020/05/14/probleme-mit-der-outlook-suche-seit-update-patch-da/

However according to M365 Update history, 12730.20270 was initially released on May 12th, so I assume/hope there is still something in the pipeline... 

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Hi,

Doesn't seem to work here :(
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Hi,
don't know why, but some clients apply these settings fast, some other very slow.
After the gpo/registry is set, it takes some time while outlook is open until it recognize the change.
Seems there must run the autodiscover procedure once...
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Hello,

 

we currently also have the problems with the outlook search.

We did not receive any update yet.

Can someone confirm that the update was released, installed and fixed the problem?

 

Best regards

Johannes

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@wolfsjohannes  yes it is also not yet working at our place. Do you know how we can notice if a fix was applied? Does outlook have to be updated? 

According to Admin Status page around 60% of all affected environments should be already mitigated... 

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@dlrash This setting worked for me.  The problem started with the new version of Outlook that moved the search to the top of the window.  The problem was on Exchange accounts that were using a local PST.

 

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Not working on my test user yet either, EX2013 on-prem, Outlook 12730.20352 even with the ADMX template Disable Autodiscover > Disable initial check to Office 365 autodiscover URL
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@Andrew Reynolds 

The same issue from couple of days in Office 365, Microsoft is broken Outlook doesn't search, last  windows update is also broken.

I guess M$ hires developers in Africa where guys write code without internet and electricity....

 

I also created video for some non tech guys:
https://youtu.be/p6vfPbOQxUU

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@AlexRomain If you are saying about registry fix

DisableServerAssistedSearch

Make sure to copy its name without trailing space. Restart outlook then. 

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@taurus-bis 

how do i undo this ? i have this issue since 5 days now. also its affecting the quick search where it suggest on history or known email adresses

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@Andrew Reynolds

 

Problem still happening today, May 30 2020. With latest office 365 updates installed. On-premises Exchange server, 365 Outlook, cached mode. Registry tweak fixes it, DisableServerAssistedSearch.

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@nathandlaird 
for searching my problem is solved but for some reason the search history or mail adress recognition is not working. any work around in that?

 

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Did this get broken again? I'm on Build 12827.20268 Seems like it was working for a week and now broken again. On-Prem Exchange 2019.

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ok, I have been getting searching errors since I disabled OWA, Exchange Web Services, POP3, Imap4 and SMTP auth. Microsoft tech support and O365 vendor always pointed to my desktop as being the issues. I have users that worked and many that did not. After 2 months of wasted time with both Pax8 and Microsoft, I figured out that by allowing all the items I blocked allowed my search to work. The way I stumbled on this was I provisioned a new account with a new vendor and by default all is setup on the mailbox and search worked. I thought that fixed it so I applied the  lock down above and still report before lock down searching worked. I then finally just added all items back and 2fa OWA and searching worked for everyone. WOW not sure why but it did.