Outlook Address List Error: Resolving the 'Name Cannot Be Matched' Issue

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Users frequently encounter an error message in Outlook when attempting to select a name from the address list. This error, stating ‘The action cannot be completed, The name cannot be matched to a name in the address list,’ typically arises when adding a new user mailbox from the Outlook client to the Exchange Server. This issue can disrupt workflow and hinder communication. If you are experiencing this problem, this guide provides a comprehensive solution to resolve it and restore seamless address list functionality.

Understanding the ‘Name Cannot Be Matched’ Error¶

The Outlook error message, “The name cannot be matched to a name in the address list,” clearly indicates that the mailbox you are trying to access or locate is not visible in the Global Address List (GAL). This lack of visibility is often attributed to an incorrect configuration setting within the mailbox properties, specifically the ‘Hide from address lists’ option. When this option is enabled for a mailbox, it prevents the mailbox from appearing in the GAL, leading to the error when users attempt to find or access it through Outlook’s address book. This setting is designed for specific scenarios where a mailbox should not be publicly discoverable, but if misconfigured, it can lead to accessibility issues for authorized users.

Essentially, the Global Address List serves as a directory of all users, groups, and resources within an Exchange environment. Outlook clients rely on this list to resolve names and email addresses when composing or addressing emails. If a mailbox is hidden from this list, Outlook will be unable to find and match the name, resulting in the error message. Therefore, resolving this error involves ensuring the target mailbox is correctly configured to be visible in the Global Address List.

Step-by-Step Solution to Resolve the Error¶

To rectify the “Name Cannot Be Matched” error in Outlook, you need to adjust the visibility settings of the affected mailbox within the Exchange Admin Center (EAC). The following steps outline the process to ensure the mailbox is discoverable in the Outlook address list:

1. Access the Exchange Admin Center
2. Login to EAC
3. Navigate to Recipients
4. Locate the Shared User Mailbox
5. Check ‘Hide from address lists’ Option
6. Unselect the Box
7. Save Changes

Let’s delve into each step with detailed instructions and visual aids to guide you through the resolution process.

1. Access the Exchange Admin Center¶

The first step is to access the Exchange Admin Center. This web-based interface is your central point of administration for your Exchange environment. To access the EAC, you will typically need to open a web browser and navigate to the specific URL for your organization’s Exchange Admin Center. This URL is usually in the format https://outlook.office365.com/ecp for Office 365 environments, or a similar URL provided by your IT administrator for on-premises Exchange servers. Ensure you have the necessary administrative privileges to access the Exchange Admin Center. These privileges are usually assigned to IT administrators or users with specific roles within the organization.

2. Login to EAC¶

Once you have navigated to the Exchange Admin Center URL, you will be prompted to log in. Use your administrative credentials to sign in. These credentials are the username and password associated with your administrator account, which has permissions to manage Exchange settings. It is crucial to use an account with sufficient privileges to modify mailbox settings within the Exchange environment. If you are unsure about your administrative credentials, consult your IT department or system administrator for assistance. Successful login will grant you access to the Exchange Admin Center dashboard.

3. Navigate to Recipients¶

After logging into the Exchange Admin Center, you will see the main dashboard. In the left-hand navigation panel, locate and click on the ‘Recipients’ option. This section is where you manage all mailboxes, groups, resources, and contacts within your Exchange organization. Clicking on ‘Recipients’ will expand the menu, typically showing options like ‘Mailboxes’, ‘Groups’, ‘Resources’, and ‘Contacts’. From these options, you need to select ‘Mailboxes’ to proceed to the next step, which involves finding the specific mailbox experiencing the error.

4. Locate the Shared User Mailbox¶

Within the ‘Recipients’ section, and specifically under ‘Mailboxes’, you will see a list of all user mailboxes in your Exchange environment. Locate the shared user mailbox that is causing the “Name Cannot Be Matched” error in Outlook. You can use the search bar at the top of the mailbox list to quickly find the mailbox by name or email address. Once you have identified the correct mailbox, double-click on it to open its properties window. This action will open a new window or pane displaying various settings and configurations for the selected mailbox.

5. Check ‘Hide from address lists’ Option¶

In the mailbox properties window, navigate to the ‘General’ tab or section. Within the ‘General’ settings, look for an option labeled ‘Hide from address lists’. This option is usually located towards the bottom of the general settings pane. Carefully check if the checkbox next to this option is selected (ticked). If the box is selected, it indicates that this mailbox is currently hidden from the Global Address List and will not be discoverable in Outlook address books, which is the likely cause of the error.

6. Unselect the Box¶

If you found the ‘Hide from address lists’ checkbox selected in the previous step, you need to unselect it. Click on the checkbox to remove the tick. Unselecting this box will make the mailbox visible in the Global Address List, allowing Outlook clients to find and resolve the name correctly. This is the core step in resolving the “Name Cannot Be Matched” error. By making the mailbox visible, you are ensuring it is included in the directory that Outlook uses to search for and verify names.

7. Save Changes¶

After unselecting the ‘Hide from address lists’ checkbox, it is crucial to save the changes you have made to the mailbox properties. Look for a ‘Save’ button, usually located at the bottom or top of the mailbox properties window. Click on the ‘Save’ button to apply the changes. The Exchange Admin Center will then process and save the updated mailbox settings. It may take a few minutes for these changes to propagate throughout the Exchange environment.

Once saved, it is generally recommended to wait for a short period and then test if the issue is resolved in Outlook. You may need to close and reopen Outlook to ensure it refreshes its address book and reflects the changes made in the Exchange Admin Center.

Verifying the Solution in Outlook¶

After completing the steps in the Exchange Admin Center and saving the changes, it’s important to verify that the “Name Cannot Be Matched” error is resolved in Outlook. To do this, attempt to add the shared user mailbox in Outlook again or try to find it in the address book.

1. Restart Outlook: Close and reopen your Outlook application to ensure it refreshes its connection to the Exchange server and updates its address book.

2. Test Address Lookup: In Outlook, compose a new email message and attempt to add the shared user mailbox to the ‘To’, ‘Cc’, or ‘Bcc’ fields. You can start typing the name or email address of the mailbox.

3. Check Name Resolution: As you type, Outlook should now be able to resolve the name against the Global Address List. The mailbox name should appear in the suggestions, and you should be able to select it without encountering the error message.

4. Verify Address Book: Alternatively, open the Outlook address book and search for the shared user mailbox. It should now be visible and searchable within the address book if the changes have been successfully applied.

If you can successfully find and add the shared user mailbox in Outlook without the “Name Cannot Be Matched” error, the issue is resolved.

Re-enabling ‘Hide from address lists’ (Optional and with Caution)¶

In some specific scenarios, after initially making the mailbox visible to resolve the error and complete necessary setup tasks in Outlook, you might need to re-enable the ‘Hide from address lists’ option. This is generally not recommended unless there is a clear and specific business requirement to hide the mailbox from the GAL after initial setup.

If you must re-enable this option, proceed with caution and consider the implications. Hiding the mailbox again will prevent it from being easily discoverable in Outlook address books, potentially leading to confusion or accessibility issues for other users in the future.

To re-enable the option, simply revisit the mailbox properties in the Exchange Admin Center, navigate to the ‘General’ tab, and select (tick) the ‘Hide from address lists’ checkbox again. Remember to save the changes after re-enabling the option.

It is crucial to document and communicate clearly if you decide to re-hide the mailbox after initially making it visible. Ensure that users who need to access this mailbox are aware of its hidden status and have alternative methods to access it, if necessary. In most common scenarios, it is best practice to leave the ‘Hide from address lists’ option unselected for shared user mailboxes to ensure they are easily discoverable and accessible within the organization.

Conclusion¶

The “Name Cannot Be Matched” error in Outlook, while disruptive, is typically resolved by adjusting the visibility settings of the mailbox in the Exchange Admin Center. By ensuring the ‘Hide from address lists’ option is correctly unselected for the affected mailbox, you can restore its discoverability in the Global Address List and eliminate the error. Following the step-by-step guide provided in this article will enable you to effectively troubleshoot and resolve this common Outlook issue, ensuring smooth communication and collaboration within your organization.

If you continue to experience issues or have further questions regarding Outlook address list errors, consider consulting your IT support team or Microsoft’s official documentation for more advanced troubleshooting steps.

Do you have any experiences with this Outlook error? Share your thoughts and questions in the comments below!