Clearing Cached Local Users/Global Address List (GAL) in Outlook 365

Summary

 

This articles details how to clear outdated or cached address information in Outlook. Follow the steps below in order until the issue is resolved.

 

 

Content

 

  • Clear Autofill Suggestions
  • Remove Duplicate Contacts
  • Manually Update the Address Book
  • Switch to Online Mode (Last Resort)

 

 

Clear Autofill Suggestions

 

  1. Open a new email in Outlook.

  2. Start typing the recipient's email.

  3. When their name appears, click the "X" beside it to remove the cached entry.

 

Email recipient field with “CWU Service Desk” selected and an arrow pointing to the ‘X’ for removing the contact.

Click on the 'X' next to the name.

 

  1. Type their name again and Press Ctrl + K to pull the latest info from the address list. Their name should underline.

 

New email window open in Outlook 365. The "To" field shows the recipient as "CWU Service Desk," which is circled with a red box.
Enter name in the 'To' field.

 

 

Remove Duplicate Contacts

 

If the same person is saved in your Contacts and appears in the Global Address List, Outlook may use the outdated one.

 

To fix:
 

  1. Click the Contact icon on the left-hand side of Outlook.
     

    Outlook sidebar with the Contacts icon pointed out by a red arrow.
    Click the Contact icon.
     


  2. Delete any duplicate entries from your Contacts.

 

Outlook Contacts view with duplicate “CWU Service Desk” entries and the Delete option selected from the right-click menu.
Right click and click delete.

 

 

Update the Address Book

 

This option is only available in Cached Exchange Mode.

 

  1. Click File > Account Settings.

  2. Choose Download Address Book.


    Outlook Download Address Book option under account settings.
    Click Download Address Book

  3. In the popup, make sure the checkbox is selected. Click OK.
     

Offline Address Book window with checkbox selected and OK button cirlced in red.
Check box and click OK.

 

 

Switch to Online Mode (Last Resort)

 

Only use this if the other steps fail. Return to Cached Mode afterward.

 

  1. Click File > Account Settings > Account Settings again.

 

Outlook Account Info with “Account Settings” circled in red.

Navigate to Account Settings

 

  1. Select your account and click Change.

 

Outlook Account Settings window with the selected account and “Change” button circled in red.

Click Change.

 

  1. Uncheck Use Cached Exchange Mode. Click Next, then Finish. Restart Outlook.

 

Exchange Account Settings window with “Use Cached Exchange Mode” checkbox and the “Next” button circled in red.

Uncheck Cached Exchange Mode.

 

 

Additional Resources

 

Submit a Service Request

 

Need help? Submit a service request.

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