Synchronization performance is so slow it makes OCM unproductive

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Occasional Contributor

So now that Outlook Business Contact Manager is no longer supported and will not work with Outlook 2016, I finally decided to transition to Outlook Customer Manager. My first step was to change from one Office 365 plan to Office 365 Business Premium. This went smoothly and within 12 hours all users were showing the icon in Outlook ribbon.  The rest of experience has not been good so far. I won't speak of the program nuances other than performance… 

 

To begin the transition I just wanted to test out a few things and become basically familiarize myself with OCM before importing any of the BCM data. Basically, I have been playing with three user accounts and only a few contacts to see how it works. 

 

My primary issue is that OCM synchronization it is far from instant for whatever content you add to and/or update in OCM. I have worked around with it for 3 days trying to troubleshoot what may be happening and even went as far as submitting a support request with Microsoft. Though nothing has been resolved, the Microsoft person was very kind and helpful; I may speak of this experience later.

 

During my initial tests, I opened remote sessions with three users in three different locations and we started testing OCM from a blank canvas. We all added some items and it took anywhere from 15 minutes (may be generous here) before items began appearing in another users OCM and up to 45 minutes before everyone was in sync.  I then let the users go back to business and logged into their profiles on each of their computers after work to do some more testing. Needless to say, it never go better. So next I opened a remote desktop to my laptop and checked performance from my account>>my account…it was instant. Next I opened a remote desktop in a satellite office and logged in as myself…instant. User to User…instant. User to User2…………………SLOW. So what gives?

 

I asked for Microsoft to escalate as this does not seem to be a problem on our end since it is instant from user to user. The response was "if it's not failing then there is nothing to escalate". Well, it may not be failing, but what happens if I add a contact and send a Lync message requesting someone take action? Wait 45 minutes?!!? What happens if two people try to update? Really? I don't think so! 

 

I just can't figure it out; I'm beginning to think that when I hit save on my desktop something magical happens that makes it instantly show up on all my other computers…right? Ok, silly question. But really, what is going on behind the scenes? Where is the data stored? Database? Blob Storage? XML? JSON? Is there some sort of middleware that has to do something before the other users can see it? If so, why does it take forever? Sure, I guess I can forge on and go ahead and use OCM, but WHY does it take so long to hit another user and what does Microsoft plan on doing to fix it? After all OCM was released almost 18 months ago. I understand Microsoft needing to make changes and no longer wanting to support BCM, but will OCM be the same? We don't need the power of Dynamics, we need something similar to what we had and works (like it should).

 

So being frustrated and determined, I decided to troubleshoot further. I went to live.com, got a new user account. Went to 0365 and setup a new tenant. I.E. got a brand new trial of Office 365 Business Premium and added 4 users (One, Two, Three and Four) all had a login like: one@******.onmicrosoft.com. I then put a fresh copy of Windows 10 on a Microsoft Surface Book, installed Hyper-V and setup 4 VM's. After getting outlook setup on each of the user's VM's, I sent an email from Hotmail, Gmail and my personal email. The internet hardware in this testing is Google WIFI 3 router mesh connected directly to a spectrum internet modem with 300mb down and 20mb up. …same issues....

User to User = instant

User to OtherUser = waitLongTime

 

Based on my troubleshooting attempts, I suspect I am not the only one having these issue. Has anyone else experienced this? Have you checked if this is occurring in your organization? If so, were you able to fix it?

 

Thanks in advance!

 

--Frustrated

4 Replies
Highlighted

Hi Brant,

 

Thanks for taking the time to share your experience so that we can take steps to improve.

 

Sorry for the inconvenience caused by the synchronization performance. 

 

I'd like to confirm whether the Outlook has installed the latest update on all users' PC in your test. Please share the detailed version build with us.

 

Meanwhile, you may try clearing the OCM cache and verify the result:

 

Please go to IE settings > General > Settings under Browsing history > Caches and databases > delete cache files for the website "outlookapps.com". Then, restart Outlook 2016.

 

The OCM data should be saved in the same location as Outlook do.

 

Thanks,

Lance

Highlighted

Hi Lance,

 

Thank you for the information. I have tried everything I could find on the web and have deleted the cache multiple times in my efforts. The physical and virtual computers used in testing (9 in total) are all running Windows 10 Pro 64-bit with all being "up to date" and I have tested with Outlook 9001.2138 and 9001.2144.

 

My test o365 account currently has 3 business names in OCM. This morning I added a phone number with user one@******.onmicrosoft.com at 7:14a.m. it is now 7:43 and user two@******.onmicrosoft.com still does not have the change. I have to leave, so I won't be able to tell how long it took to sync.

 

Thank you,

Brant

Highlighted

Dear Brant,

 

I genuinely feel your pain. Take a look around this site. OCM is a joke. You have already put yourself under enough stress. Luckily you haven't reached the stage of importing your data into OCM. Word of warning DO NOT DO IT. Once you perform this task you will find it almost impossible to export. Do yourself a big favour and start looking at alternative solutions.

Highlighted

Thanks Boss Man,

 

I have read the problems OCM has caused you and I feel your pain too. To respond to one of your comments saying they do not even support Title for a customer…it appears it is not even in the Persona object. One thing I find totally ridiculous is there is no Phone Number input when you initially add a contact. Are you kidding me?? Is a phone number not a very important piece of information that is almost always needed and should be entered initially without having to dance the Two Step? 

 

Someone at Microsoft recently share how to access the OCM logs. When in OCM you click Shift+O,Shift+C,Shift+M.

Below is the Persona object which posts to an outlookapps api that I pulled from the logs (no Title ;)):

"entityType":"Persona",

"displayName":"Software Debugger",

"hasActiveDeals":false,

"isBusinessContact":true,

"isFromRecipient":false,

"lastModifiedTime":null,

"emailAddresses":[],

"businessPhoneNumbers":[null],

"mobilePhones":[null],

"homePhones":[null],

"birthdays":[null],

"singleValueExtendedProperties":[],

"sourceMailboxGuids":[""],

"xrmSharingSourceUser":["edef"],

"xrmSharingSourceUserDisplayName":["one user"],

"canUnshare":false,

"givenNames":["Software"],

"surnames":["Debugger"],

"attributions":{"businessPhoneNumbers":[{"attributedValue":null,"contactIds":[],"isWritable":true,"sources":[]}],

"mobilePhones":[{"attributedValue":null,"contactIds":[],"isWritable":true,"sources":[]}],

"homePhones":[{"attributedValue":null,"contactIds":[],"isWritable":true,"sources":[]}],

"birthdays":[{"attributedValue":null,"contactIds":[],"isWritable":true,"sources":[]}],

"otherTelephones":[{"attributedValue":null,"contactIds":[],"isWritable":true,"sources":[]}],

"assistantPhoneNumbers":[{"attributedValue":null,"contactIds":[],"isWritable":true,"sources":[]}],

"homeFaxes":[{"attributedValue":null,"contactIds":[],"isWritable":true,"sources":[]}],

"workFaxes":[{"attributedValue":null,"contactIds":[],"isWritable":true,"sources":[]}],

"otherFaxes":[{"attributedValue":null,"contactIds":[],"isWritable":true,"sources":[]}],

"pagers":[{"attributedValue":null,"contactIds":[],"isWritable":true,"sources":[]}],

"radioPhones":[{"attributedValue":null,"contactIds":[],"isWritable":true,"sources":[]}],

"emails1":[{"attributedValue":null,"contactIds":[],"isWritable":true,"sources":[]}],

"emails2":[{"attributedValue":null,"contactIds":[],"isWritable":true,"sources":[]}],

"emails3":[{"attributedValue":null,"contactIds":[],"isWritable":true,"sources":[]}],

"givenNames":[{"attributedValue":"Software","contactIds":[],"isWritable":true,"sources":[]}],

"surnames":[{"attributedValue":"Debugger","contactIds":[],"isWritable":true,"sources":[]}],

"personalNotes":[{"attributedValue":null,"contactIds":[],"isWritable":true,"sources":[]}],

"attributedIsBusinessContact":[{"attributedValue":null,"contactIds":[],"isWritable":true,"sources":[]}],

"attributedHasActiveDeals":[{"attributedValue":null,"contactIds":[],"isWritable":true,"sources":[]}],

"sourceMailboxGuids":[{"attributedValue":"xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx","contactIds":[],"isWritable":true,"sources":[]}],

"businessAddresses":[{"attributedValue":"{\"Type\":1,\"Street\":\"\",\"City\":\"\",\"State\":\"\",\"CountryOrRegion\":\"\",\"PostalCode\":\"\"}",

"contactIds":[],"isWritable":true,"sources":[]}],

"homeAddresses":[{"attributedValue":"{\"Type\":1,\"Street\":\"\",\"City\":\"\",\"State\":\"\",\"CountryOrRegion\":\"\",\"PostalCode\":\"\"}","contactIds":[],"isWritable":true,"sources":[]}],

"otherAddresses":[{"attributedValue":"{\"Type\":1,\"Street\":\"\",\"City\":\"\",\"State\":\"\",\"CountryOrRegion\":\"\",\"PostalCode\":\"\"}","contactIds":[],"isWritable":true,"sources":[]}]},

"cacheMetadata":{"state":0}},[],"xxxxxxxxxxxxxxxxxxxxxxxxxxxx"]