Last reviewed on December 30, 2013   —  103 Comments

Applies to: Microsoft Outlook 2013, Outlook 2010, and Outlook 2007

General issues are at iCloud and Outlook Problems and issues specific to Calendar sync are at Calendar Sync Issues. iCloud 2 users should check iCloud 2: What you need to know and iCloud default data files

When you create new contacts in Microsoft Outlook, the contacts may not be added to the iCloud contacts folder. Try clicking the Refresh button. If this doesn't work, you'll need to either move the Contacts or create them in the iCloud Contact folder. See Save and Move Contacts to the iCloud Folder Tutorial.

Don't use iCloud calendar, contact, or tasks sync for Exchange, Gmail, or Hotmail accounts.

Contacts Disappeared | Sync Stops Working | Show iCloud Contacts First | Sync Tools
Save and Move Contacts to the iCloud Folder Tutorial | More Information

Contacts Disappeared from Outlook

All of my contacts disappeared from Outlook. How do I get them back?

icloud contacts folderiCloud creates a new contacts folder in your profile and moves your contacts to it. You can view the iCloud contacts in Outlook.

Go to the Contacts navigation pane and select the "Contacts - iCloud" folder to view your contacts.

If you want your contacts in Outlook's default contacts folder, you'll need to drag them to it: select all and drag or use the Move to Folder command.

Sync Stops Working

When Contacts disappear from Outlook's iCloud contacts folder because syncing has stopped, close Outlook, open the iCloud control panel then sign out and sign back in.

Just deselecting Contacts (and Calendar) sync, clicking Apply, then re-enabling both may also work.

If the sync stopped working and the iCloud add-in is shown as disabled in File > Options > Trust Center > Add-ins. Select Disabled Add-ins from the menu next to Go button then click Go. Enable iCloud in the dialog.

Show iCloud Contacts First in the Address Book

When sending an e-mail, & hitting the "To" button, iCloud isn't the default. How do i make iCloud the default address book?

You can't make it the default contacts folder, but you can show it first when you open the address book or click the To button in a new message.

Open the Address Book (on the Home ribbon or Standard toolbar) to open the Address Book. Click on it's Tools, Options. Choose iCloud from the dropdown.

Show the icloud contacts before Outlook's contacts

In Outlook 2010, the dropdown is at the bottom (see screenshot below).

Change address book order in outlook 2010 and 2013

You can change the search order there too, if desired. This order is used for auto-resolution, when a name is not in the autocomplete list.

Sync Tools

As an alternative, you can use a sync tool. Although How to sync Outlook (Exchange) with iCloud (in the Apple Forums) uses CodeTwo FolderSync with Exchange, it will work with non-Exchange accounts. FolderSync copies the items between two folders so the contents are identical and should only be used to sync folders that won't sync with the iDevices, otherwise you will have duplicates (or triplicates) on your devices as it does a 2-way sync.

While the sync tools can do one or two way sync, if you just want to save all newly created contacts to the icloud folder, you can use VBA top move them on save. See Save appointments to a non-default Outlook calendar folder for a code sample that works with Contacts.


Tools in the Spotlight

Companionlink for Outlook

CompanionLink synchronizes Outlook data with phones and other supported desktop applications and web-based services (like Google). Companionlink supports all versions of Outlook, including Outlook 2013 32-bit and 64-bit, and Windows 8, and Windows 8 Phones.


CodeTwo FolderSync Addin

CodeTwo FolderSync Addin is an Outlook add-in that enables synchronization of folders. The synchronization of data will always take place between selected folders and the user can choose several pairs of folders that need synchronizing. Freeware.

CodeTwo Sync for iCloud

CodeTwo Sync for iCloud syncs Outlook folders with iCloud folders automatically synchronizes Outlook contacts, calendars and tasks with the iCloud data file in Outlook. CodeTwo Sync for iCloud will let you keep the iCloud and Outlook folders in sync, so you don't need to move or copy contacts and appointments between the default Outlook folders and iCloud folders. 30 day trial available.


Backup and synchronize your personal data (contacts, calendar, files, bookmarks, etc.)with your phone, tablet and computer


Your sync-software can sync only default folders of Outlook, but you need also subfolders and public folders? OLMixedFolders can synchronize any Microsoft Outlook subfolder or public folders with your Outlook default folders. It uses categories to keep in touch with the origin folder. It is possible to create elements for the linked folders directly on your mobile phone. After synchronization, the element goes to the specified folder.

Pst Mail

Pst Mail is a pst viewer for iPad. With Pst Mail, you can use your legacy Outlook email on iPad, without a complicated email conversion process. You can search and view your Microsoft Outlook PST files. This pst file viewer supports iOS 6 and also iPhone 5. It has built in support for Dropbox and iTunes files. Given iPad's inability to receive standard USB drives, being able to load large files from a cloud drive is a huge plus.

Save and Move Contacts to the iCloud Folder Video Tutorial

The following tutorial shows you how to use the Move to Folder command to move new contacts to a different contacts folder. This will also work with appointments.

On the open contact form, click Save then go to File menu and choose the Move to folder command. If you previously used the folder, it will be listed on the MRU, otherwise you will need to select the folder.

To make Move to folder easier to use (and remember!), you can customize the ribbon, adding the Move to folder command to the Home ribbon, placing it next to Save and close.
Note: In Outlook 2007, you'll need to add the command to the Quick Access Toolbar.


  1. Jessi says

    The new Icloud is great, but has anyone encountered that new contacts are not updating to the cloud if you are imputing them into Outlook 2010? It goes into the default database, but does not update into Icloud since that uses a seperate database. Does anyone have any suggestions? I either want to make new contacts save to the Icloud database or make the two sync. Thanks

    • Diane Poremsky says

      You'll need to create them in the cloud's contact folder. Or move/copy them to it.

      To save a contact to the icloud folder, in the open contact form you'll choose File, Move to folder and select the icloud contact folder. To make it easier, you can add the Move to command to the ribbon.

  2. John says

    I have Windows 7, Outlook 2010 32 bit. I had MobileMe synced with my Outlook. I tried to move everything to iCloud which worked. Now I can not sync iCloud with Outlook. When I try to sync contacts I get the error message "Your setup couldn't be started because of an unexpected error." When I try to sync my calendar I get the message "Apple Outlook DAV Config has stopped working." I spend almost 6 hours with Apple support. They finally told me to contact Microsoft. Any ideas?

    • Diane Poremsky says

      What all did they have you try? I'm not sure what I'd try first - a new profile with the icloud account configured or deleting the icloud database files.
      Uninstalling is a last resort IMHO - itunes refuses to upgrade to 10.5 and i only installed it in sept when i got my ipad.

  3. Jason says

    I too am having problems with iCloud. I was a paying MobileMe user and contacts synced well between my two desktops (home PC with Outlook and work PC with Outlook) and kept my iPhone synced between the two. Now, with iCloud, one computer has succesfully synced but on the other, I repeatedly get the "encountered unexpected error" when turning on "contacts" to sync. I even tried uninstalling the iCloud PC control panel, rebooting, and trying again. No luck. Anyone know how to revert back to MobileMe?? (I've scoured the web and have not yet found instructions to do so)

    • Diane Poremsky says

      As far as I know, you can't revert back to mobileme - they are trying to get everyone off of it so it can be shut down.

  4. Michael says

    To make the iCloud contact folder your default contact folder in Outlook, follow these steps:

    Open Outlook's Address Book. Click on Tools. Then click on Options. The active window should be titled "Addressing." Under "When sending e-mail, check address lists in this order:" choose "Custom." Move "iCloud" to the top of the list. Next, under "When opening the address book, show this address list first:" select

    "iCloud." With these configuration changes, your iCloud address book will become your default address book in Outlook.

    • Diane Poremsky says

      That does not make the icloud contacts the default - it just shows them first when you hit the To button and uses that folder first when resolving names you type in the To field. The Contacts folder (and Calendar) in your default data file is always going to be the default one used when you create new contacts (or appointments). [icloud is automatically set as the first address book in icloud 1.01.]

      The option in Outlook 2007 to select the contacts folder for personal contacts doesn't work with the icloud - you can select it but new contacts are always saved to the default contacts folder.

      How resolution works: outlook searches the first folder for a march. If one is found its stops searching. If no match is found it moves on to the next address book. If icloud moved all items to the cloud and the folder is empty, it doesn't matter which is first. It makes it easier when you click the To button, but we recommend typing the first part of the persons name and resolving instead of using the address book dialog. (It's faster.)

  5. Mike says

    I am having the exact same problem as John (Nov 1) I cannot sync my contacts to iCloud, but was doing fine with MobileMe. I get the same unexpected error message and, to make matters worse, all of my contacts disappeared in Outlook. Does anyone know what is going on yet?

    • Diane Poremsky says

      The disappeared part is normal - icloud moves the contacts to the icloud. You can copy them back to outlook or use one of the sync tools.

      I would probably disable icloud (turn everything off in icloud's control panel) and re-enable, unless you've already tried it.

  6. Keith says

    I am using Outlook 2010 on windows 7 64 bit.

    I have installed Icloud functions through the control panel and am using the addin "iCloud Outlook Add in"

    When I make a new appointment, or contact in Outlook, it appears in Icloud and goes to my iphone.

    When I try it the other way round, ie creating an appointment or contact on the iphone, it sends it to iCloud OK, but outlook doesnt receive it, even after hitting the refresh button.

    Any ideas how to resolve please??


    Keith, UK.

    • Diane Poremsky says

      that is a very common problem and I don't know of a resolution, other than using one of the sync utilities to sync it. Sorry.

  7. Hamad says

    Hi Diane,

    I use my iPhone to sync my email, contacts and calendar with my 2010 exchange account from work. In that setup, any contact I save on my phone is immediately pushed to outlook on my desktop PC and vice versa (when I save a contact or accept a meeting invite, it shows on my iPhone).
    I would like to be able to synchronize with my Gmail account simultaneously; i.e. when I save a contact or an event on my iPhone, I would like it to be automatically saved in both address books or calendars.

    Is that possible?

    Thanks for your help in advance.

    • Diane Poremsky says

      To the best of my knowledge, no, the iphone keeps the accounts separate on the phone. I haven't looked into copying them between calendars or contacts on the iphone, but you would need ot do it yourself, unless there is an app that can do it.

  8. David W says

    Hi Diane - thanks for your informative article! I was wondering if you have come across this strange issue when syncing calendars from Outlook to icloud/iPhone:
    when entering a meeting in outlook it always appears one hour earlier on my iPhone and on iCloud. Very frustrating. The time zones on my PC, iPhone and iCloud are exactly the same (Jerusalem GMT +2).
    I have noticed that this does not happen when I enter the meeting on the iPhone or iCloud site - it appears the same time on outlook 2010. Only when I put in say a 10 am meeting in outlook, it comes out as 9 am on iCloud/iPad. I am running win 7 64 bit with office 2010. The only reference to this issue are the couple of web hits I get when searching - but it seems to vbe people cannot define the right time zone on iCloud; In my case, the PC, iPhone and iCloud are ALL on the same timezone.

    DO you have any idea what is causing this?

    • Diane Poremsky says

      Was there a time zone change there recently? I remember a KB article or two mentioning Jerusalem time zones. They might not be outlook 2010 articles but I'll see if i can find them - it might give us some clues.

    • Diane Poremsky says

      Are you using online mode or cached? Is DST disabled? With Outlook 2010 and windows 7, you need to enable DST checkbox if the zone supports it.

      The hotfix at includes a fix for Jerusalem TZ issues. It should be included in one of the recent updates - if you try to install this and get a message that the right version is not found, it's already installed.

  9. David W says

    Thanks for the prompt reply!
    I am using a pst file (pop mail), have tried with and without DST.
    I tried d/ling the hot fix but it told me (in Hebrew) that nothing would be resolved with this fix. I am running English Win 7 64 bit sp1.

    After reading the articles around the issue and found that outlook will ONLY sync correctly when the time zone of my PC, Iphone and iCloud site are set to use a timezone that does not use DST - in my case Harare/pretoria which is also GMT +2. The problem seems to be with MS and not apple - remember, that entering appointments either in an IOS device or straight into the icloud web calendar, results in a sync to my outlook with the correct times. A most inelegant and inconvenient workaround tho - will have to be resetting the time zones and fooling around with the config on at least three interfaces every time the clocks moves forward or back....

    It was strange that the fix you listed said there was nothing to fix......

    Thanks Diane

    • Diane Poremsky says

      I'll see what i can find out - you shouldn't need to use the 'wrong' tz to sync.

  10. Marna says

    When I change anything in a contact on my ipad or iphone, it immediately updates Icloud. But Icloud does not sync back to Outlook (2007). Yet everything else goes back and forth. If I edit a contact in Outlook, it migrates to Icloud and my other devices. Even if I add a new contact on the ipad/iphone, it DOES add to Outlook. Only changes within an existing contact will not sync back to Outlook. Any suggestions/thoughts? Thanks!

  11. Tony says

    If there is one reason I'd go back to an android phone, this syc issue is it - contacts in iCloud don't syc back to outlook s 2010

    • Diane Poremsky says

      Are they in the icloud contact folder in Outlook? If so, they are in outlook, just not in your default contacts folder.

  12. David W says

    Hi Diane
    Did you ever find out anything about the calendar sync issue with time zones using DST? I am still on Harare time as I cannot use Jerusalem (DST).
    David W

  13. David W says

    . Am just about to give up on IOS-MS..seriously considering ANdroid. I like IOS but it HAS to work properly with calendar sync.....
    Thanks for your efforts :)

  14. Danny says

    I use to be able to plug in my phone and the calendar/contacts would sync through Wi-Fi from my phone to Outlook 2010. Or I could add the calendar/contact items in Outlook and there was a "Refrese iCloud" icon on the Outlook ribbon and it would sync to my phone. That icon is gone now and the iCloud Outlook addin shows as disabled. When I try and add the addin I get a message stating “There are no add-in property pages to display".

    Any ideas on how to get things working again? I tried unscyncing the calander/contacts by unchecking them from the iCloud control panel. I then uninstalled iCloud from the of and did a repair on outlook. After all that was done I reinstalled iCloud and sync'd the calander and contact items. The ones from the cloud sync'd down to Outlook but nothing new that I added went up or to my phone.

    *** the calander/contact items are in the iCloud folder.

  15. Ron says

    I'm using iCloud with Outlook, and all my distribution lists disappeared. I still have all the contacts, in the correct folders, and if I open an email and hit the "To" button I can see the distribution lists, but can't see them when I open the folders in iCloud contacts. I need to be able to get to the distribution lists to make changes in them; it looks like they're still there, just can't see them in iCloud contacts. Any suggestions?

    • Diane Poremsky says

      Are they in the Contacts folder? Go to the contacts navigation pane (Ctrl+3 will get you there) - see if the DLs are in the non-icloud Contacts folder.

  16. Fred says

    Diane - I have the same problem as Marna, July 6: changes to contacts made in my iPhone or iPad don't sync back to Outlook 2010. New contacts made in iPhone/iPad do sync, but changes to contacts do not. All changes and new contacts made in Outlook do sync with iPhone/iPad.

    • Diane Poremsky says

      Are they in the icloud folder in Outlook? That will tell us if the cloud part is broken or just the sync between Outlook and the icloud data store.

  17. Diane Poremsky says

    Changes should sync down to the icloud folder. Go into control panel, icloud and sign out, then sign back in.

  18. Prinolan Pillay says

    Hi there
    i am having a major problem with my icloud calendar. i use it for business and use outlook 2007. i do not have a microsoft exchange account and use an imap setting for my icloud link into outlook with the icloud control panel.
    also important to note is that my itunes account is a gmail account.

    2 things that happen specifically when dealing with people who are running microsoft exchange accounts.
    if i send a meeting invite to someone, firstly if goes from my gmail account but using ical.
    secondly, it sends either 1 or 2 invites. if its just 1 invite they received then the person receives it for an hour earlier than the time i have specified. if they receive 2 invites, 1 is for an hour earlier and 1 is for the right time.

    problem is its confusing the hell out of people i deal with and they never know what time i mean.
    can someone help solve this issue. i have changed my time zone from cape town to harare as i am based in johannesburg, south africa but its still happening

    please help

    • Diane Poremsky says

      It really sounds like a time zone problem. Does either of those time zones use Daylight time? Do you /your invitees live in an area that supports DST? You must use the correct time zone on the computer - if your area doesn't do DST, you need to use a time zone that doesn't support DST. You can't choose a time zone with the correct offset and disable DST. Somwewhere a time is set wrong.. but it's hard to say if its in gmail, your computer or the iphone. If you can figure out the cause of the second meeting, it will probably also point to the cause of the time zone difference.

      When you send two invites, are you doing anything different that you aren't doing when you only send one? (Creating it in outlook, in gmail web access, directly in the icloud calendar instead of in outlook's calendar folder, etc). I know two things: gmail may send two messages if you save sent items in the gmail imap folder (outlook 2010) and icloud may resend a meeting invite added to its calendar.

  19. Steve Janovec says

    I recently purchased an Iphone and want to sync at a minimum, outlook contacts, calendars, tasks with categories. Ideal world I would also like to have two way syncing between iphone and outlook subfolders. What are my options to do this? Thanks.

    • Diane Poremsky says

      Calendar, Contacts are not a big problem - both iphone and icloud can handle them. icloud tends to be a little goofy about syncing between the icloud folders and outlook folders - for that you can use a sync utility such as icloud sync from codetwo. Tasks (reminders in apple land) are not supported by icloud. I'll have to check on my ipad to see if categories sync - i don't think they do.

  20. ray dicks says

    ok now im tottaly freaked out,

    I was coping my outlook.pst files as well as the weir long name file that looks to windows like a folder that ends in .aplzod

    I closed outlook to copy these files and then I rebooted

    next think I know when I go to open outlook the i cloud isn't there? all contacts etc are gone.

    what did I do?did I move a file I doubt it but ?? help please OMG

    • Diane Poremsky says

      That file is just a local sync file and will be rebuilt when you resync - the contacts & appointments are in the cloud. Close Outlook, open the icloud control panel and sign out then sign back in.

  21. charles says

    I tried to select icloud in my address book drop down menu in outlook 2007 but I don't have that option. I lost my contacts after sync with iphone 5. Cant find .pst file or .vcf file anywhere either.
    I tried to create a .vcf file using icloud. But how do I get it to explode into outlook contacts????

    • Diane Poremsky says

      Outlook doesn't support multicard vcards. Right click on the icloud contacts folder and choose properties - is it enabled as an address book?

  22. charles says

    Are you talking about my icon labeled as contacts on the icloud home page?
    When I right click on contacts icon properties is not an option...
    I get, open on a new tab , bookmark , save as.. etc...
    If you are talking about the icloud contacts folder in outlook, I don't have that as a drop down option on my 2007. But on your tutorial I saw it as a drop down... Can't figure why mine doesn't have it..
    HELP again..

  23. charles says

    More FYI Diane,
    I also tried selecting all contacts and then clicking on make a V-card and I can't get outlook to recognize it.. It only opens the first contact and adds to contact list ... The rest go ..

    • Diane Poremsky says

      opens the first contact and adds to contact list .

      This is normal outlook behavior - it does not support multiple-contacts in a vcard. (It only recently started supporting multiple appointments in an ical). You need one contact per vcard.

  24. Dain Bramage says

    Am I missing something... is it possible to make iCloud the default folder for the iPhone? I find that any time I create a new contact on my iPhone, it never makes it to Outlook OR iCloud.

    • Diane Poremsky says

      When you create items on the phone you need to select the iCloud folder. You can set the iCloud as default in Settings > Mail, Calendar, Contacts. At the very bottom are the default account settings, one for each Mail, Calendar, and Contacts.

  25. Pelicanrick says

    I have tried to use the Icloud calendar as a default so that it will sinc with my phone and ipads as well as show up in my Outlook schedule with alerts as well but I can't sem to get it to show up on my Oulook Today page which would tell me it is working. It will let me use it as a default but won't mesh with outlook other than just being there. Is there something that can be done in that they have done away with the manual sync in Itunes for both calendars and contacts?

    • Diane Poremsky says

      The iCloud won't work with Outlook today. You can set it as default and set Outlook to start in the icloud calendar. In Outlook 2010/2013 the startup folder setting is in File, Options, Advanced.

  26. Pelicanrick says

    I appreciate the prompt response and it will save me hours of digging and speculation. One last thing, can i revert back to the manual sync with my Outlook and my Iphone without disabeling Icloud?

    • Diane Poremsky says

      You can keep the icloud and not use it in outlook. I have not tried syncing by other means so I can't say for sure if it will affect the contents on the ipad/iphone, but you canturn off icloud sync in settings, so it should be ok.

  27. says

    Thank you so much for all the knowledge you share here! When iCloud control panel on my Win 7-64 PC uploaded all my contacts and created its own folder in Outlook 2010, I now have duplicates for every contact in my iPhone. Can you walk me through the "safest" way to manage this? To make sure every contact is in iCloud, then purge and re-sync?

    • Diane Poremsky says

      If the duplicates all have the same modified date, you can create a view that sorts by the modified date and delete them. That is the easiest way to clean up the mess.

  28. Brandon says

    I have an iPhone 4 that I downloaded a Groups app to be able to mass text msg various groups of people that I need to. When I synced iCloud with Microsoft Outlook 2007, iCloud seems to have deleted my EMAIL distribution lists in Outlook & replaced them with my phone groups lists (that I use for text messaging). I cannot locate my email distribution lists at all - and they included hundreds of different emails. How can I recover those email distribution lists and can I remove iCloud from Outlook and return my Outlook to exactly the way it was before I synced it with iCloud?

    • Diane Poremsky says

      Switch to the folder list - are they in any of the contacts folders or the deleted items folder? If not, do you have a backup copy of your pst file?

      To remove the icloud, make sure you copy all contacts, appointments, and tasks from the icloud to your Outlook folders then close Outlook and open the icloud control panel. Sign out of iCloud (choose the 'don't keep' option) and sign back in. Deselect the email/calendar/contacts option and apply/close the dialog.

  29. Brandon says

    I did not have a backup of my contact list or my distribution lists, at least not to my knowledge, unless Outlook automatically saved them somewhere deep in the bowels of my computer files that I'm unaware of. To the best of searching ability, those distribution lists are gone for good. Not at all a happy camper right now.

    I did what you suggested in signing out of iCloud, and it seems stalled - it's "running" in whatever it's doing, but I can't close it now. I'm quite fed up with iCloud and ready to simply remove it from all of my devices.

  30. Craig G says

    I have an iPhone 4S, Windows 7 and Outlook 2007. I have a gmail account that goes through the phone via Exchange. Until a few months ago, my Outlook address book and calendar synched seamlessly, one to the other. Now, they don't. I can't get the PC address book or calendar to push to the phone, and adding contacts/calendar info on the phone no longer pushes to the PC. I've tried manually synching from iCloud and logging in/out of iCloud and Outlook. No joy. Any insight??

    • Diane Poremsky says

      Is the icloud addin in Outlook (Tools, Trust Center, Addins) disabled? That seems ot be the cause of this problem, which is hitting a lot of people. Unfortunately, I haven't figured out why it's being disabled. Re-enabling it doesn't seem to work for most people.

  31. Ramon Ender says

    The normal functions between outlook 2010 and icloud 2.1 are doing a great job, but I have the big problem with the outlook contact mailing lists to sync with icloud, in the 1.1 update of icloud this issue should be fixed, but it doesn´t work. For any help I will be very thankfull.

  32. Nick Hughes says

    Hi Diane, I was struggling with this for a couple of days and have managed to solve. By going to the File>options>add-Inns and instead of selecting Manage Comm Add-Inns, select Manage Disabled Items then hit go. Enable iCloud, restart Outlook and this worked. By the way, I did have a number of calendars in my deleted items which I also emptied to clear any issues with locating the right files.

    • Diane Poremsky says

      Is the icloud staying enabled? A couple of people said they tried it and it was disabled again.

  33. Nick Hughes says

    So far so good as I have had it fully operational for a week. I recall I had an Outlook crash prior to this and when I went to restart, asked me to start in safe mode. I chose No but I think this is when Outlook determined iCloud was an issue and disabled the add-in.

    I was having the same issue where you would enable from Manage Comm Add Inns. It simply would not enable. By managing Disabled Items, and then enabling, has worked. You soon know as in Outlook the calendar does not load under icloud but load as another calendar under your normal calendar.

  34. Daryl Johnston says

    I have set Contact name order in Outlook 2010 (ie first name, last name). When I enter a new contact in OL - no problem. However when I enter a new contact on my iPhone and OL updates via an iCloud sync, it lists that contact as (last name, first name). Starting to drive me crazy!!

    • Diane Poremsky says

      Are the names in the correct fields? I've had people say the sync swapped them.

  35. Robert James says

    Can you help me understand what is the difference between the two files in my Outlook: Contacts in iCloud vs. Contacts from iCloud? Hopefully I can delete one of them without losing anything important.

    • Diane Poremsky says

      Contacts in iCloud should be your contacts that are stored in the iCloud and synced with your apple device. The contacts from iCloud sound like a backup file. If so, it can be deleted. (I haven't seen a folder by that name before.) Go to the Folder list (Ctrl+6) and see where the folders are stored in relation to your data files.

  36. Scot Hanson says

    I can not get my account to send from outlook anymore. it was working but now all it does is give me an error and ask for my password which I am entering correctly. please help

    • Diane Poremsky says

      Check the SMTP server - in Outlook 2010/2013, it's File, Account Settings, double click on the me account - the first page will have the server name. It should be something like If it doesn't have the p# (the 06 may be any number up to 99), use in the smtp server field and see if it works.

      If that is not the problem, do you get a send and receive error message?

  37. Rajiv says

    Has anyone sync'ing iCloud and Outlook 2010 Contacts had problems with duplicate entries being created repeatedly? Some address book entries are existing in 4-5 copies.

    Now, for some reason, my sync'ing stopped happening by itself. My Outlook doesn't even show the iCloud contacts folder. I can go to iCloud control panel to remove and put a tick back to apply the sync settings as advised by some, but the last time this happened, it started duplicating my contacts. I have ~2300 entries in my address book, and any mess-up creates a lot of pain.

    Any advice or suggestions?

    • Diane Poremsky says

      Is the icloud addin enabled in Outlook? That can cause it to stop syncing. And yes, if you have them in Outlook and enable syncing, the contacts in outlook may sync back to the cloud and the cloud will sync down. I'm not sure what apple uses to identify duplicates, because it's clearly not working. :)

      When you sign out of icloud, say no to the option to make a backup copy. Everything is already in the cloud, so you don't really need the Apple backup.

      Try using a list view, add the last modified date field to the view then delete the duplicates based on that field. I'd probably delete the oldest, on the premise that the newest are the most up to date. (They might be just the most recently synced though.)

  38. Di (@outthere101) says

    Hello Diane. I have also LOST all my business distribution lists, they are not anywhere in the contact folder. I do not have to use iCloud and will be happy to uninstall it. But I am desperate to restore my distribution lists pleases advise. Thank you Di

    • Diane Poremsky says

      The iCloud shouldn't delete the dl's. Are they really gone or is a view applied that hides them. Do you have a backup of your data file? That is the easiest way to recover them, and may Be the only way.

  39. Flo says

    Hi Diane. I'm using the latest version of iCloud and Outlook 2007. There are no contacts listed in the Outlook contact folder, but there is an iCloud folder with all of the contacts. My problem is when I start a new email, it does not refer to the iCloud contact folder. I've tried all of the suggestions on the internet, but I cannot do them because either there are no address books to select in tools, or the checkbox is greyed out to select an address book. I am pulling my hair out. I've tried removing iCloud, reinstalling it, unchecking mail/contacts/calendars from iCloud and rechecking it. Nothing works. Help.

    • Diane Poremsky says

      It sounds the the address book service is toast.The only way to fix it is by creating a new profile.

  40. Flo says

    Yes, the profile was corrupted. I backed up Outlook, signed out of iCloud, deleted the mail profile, which prompted me to create a new one when I opened Outlook. I imported the Outlook backup file and then I logged back into iCloud. Time consuming, but it worked. Thanks for your help.

  41. Michael says

    Removed iCloud from my computer totally, but iCloud Contacts folder remains in Outlook 2007 even though it is completely empty. Trying to delete it only gives me the message that I cannot delete the folder. Is there no way to get it out of my program?

    • Diane Poremsky says

      Did you sign out of icloud? Remove the data from from the profile in Tools, Account Settings, Data files?

  42. Dave says

    I've got a wierd one... no iCloud Address book even shows up even though iCloud Contacts and iCloud Calendar show up and function properly! Help! I have Outlook on my laptop and the iCloud Address book shows up there and I can't see any different settings!

    • Diane Poremsky says

      Right click on the iCloud contacts folder and check properties - is it enabled as an address book? Are they iCloud contacts syncing to the server? I've seen situations where the iCloud was disabled but the database left in outlook, so it appeared to be working but really wasn't syncing.

  43. Judi Simpson says

    When Microsoft Outlook is open on my computer, my iphone will not receive those emails. Is there any way that I can receive those emails even when Outlook is open?

    • Diane Poremsky says

      Outlook is configured to use POP3? IMAP would be better, but you can set Outlook to not delete mail from the server. Account Settings > double click on account, then More Settings, Advanced tab to check the leave on server setting.

  44. gdaddy says

    I have a new surface pro 3 running office 365, which I'm told by Microsoft store is just a license of Office 2013, and that there shouldn't be unique hardware compatibility issues with icloud.

    All of my data has been in icloud, my family has iphones and macs as well as pcs. I'm trying to operate on both MS and OS/iOS platforms.

    The icloud destop program is installed and all of my email folders and calendars and contacts populated Outlook after some work..

    However, when attempting to edit any calendar appointment in Outlook on one of my iCloud calendars I get an error:
    "This item cannot be saved to this folder. The folder was deleted or moved, or you do not have permission. Do you want to save a copy of it in the default folder for the item?"

    Saying yes to this makes a copy of the appointment, as edited, in the default Outlook calendar, for which I have no use as it will no longer be shared with the appropriate party as the icloud calendar is. I need the appointment to stay where it is, but just accept the changes.

    A few weeks ago a senior apple tech told me that icloud control panel does not support the surface when that seemed like the question to ask. After reading countless frustrate threads like this one, it seems that support of Outlook 2013 is the issue, although an 18 month old issue at that.

    Any suggestions? Many thanks

    • Diane Poremsky says

      it should work on the surface (it's windows 8 for pete's sake - nothing unusual) and it will work with outlook 2013. It will not work in the surface2 (aka RT) - it won't install so you wouldn't get this far anyway.

      Do you know if you have 32 or 64 bit outlook? Check in File, office account. I'll see if i can repro on a win8.1 setup.

    • Gdaddy says

      Were you able to reproduce the errors I'm getting. The problem continues. I am running 32 bit Outlook. I wonder why I don't have 64 bit or if there is any important difference between 32 and 64?3

    • Diane Poremsky says

      If anything, 32bit would cause fewer problems than 64bit. I haven't been able to repro the error. Are you using the latest build of iCloud?

  45. Kurt Monroe says

    I deleted a .aplzod file. Can I open it to see what information it holds rather than restoring it? If so, can I use notepad?
    Thank you in advance.

  46. emsipe says

    Hello, is there a way of forcing Outlook 2013 to save my new contacts to the icloud by default? I have forced it to 'Show iCloud Contacts First in the Address Book' as above, but cannot find a way around new contacts.
    In Outlook 2007 there was an option to select: "Keep personal addresses in” option to “iCloud", but I can't find it in Outlook 2013.

    • Diane Poremsky says

      Outlook now saves the contacts to the contacts folders belonging to the account assigned to the data file, this is why that option is missing. :( You'll need to use Move to folder command instead of Save or a macro to move the messages automatically.

  47. Sunny says


    if I create an event in Outlook 2010 it will not sync back to my iCloud/iPhone. But if I create an event on the iCloud or iPhone it will appear in my Outlook calendar. What could be causing this 'one way' issue?

    • Sunny says

      Hi Diane, to clarify. The events I create in Calendar on the iPhone or via the iCloud website sync back to Outlook and showup on my PC. But if I create an event in the Calendar App (within OUtlook 2010) the event will not be synced to iCloud or to my iPhone Calendar App.

      I hope that clarifies my question.


    • Diane Poremsky says

      If you are creating the appointment in the iCloud calendar, it should sync up - Try signing out of the iCloud and back in.

      If you create it in the Outlook calendar, it won't sync up until you move it to the iCloud calendar folder.

      icloud calendar folder

    • Sunny says

      To be clear, are you suggesting I should drag and drop the Outlook Calendar into the iCloud icon (as per your picture above)?

  48. David D says

    Thanks for all the info that you provide. It is outstanding. I've set up Outlook 2013 with iCloud on both my laptop and my PC. I can see my contacts in the Outlook iCloud folder and they sync perfectly when I enter a new contact there. When I save a contact using Outlook (from an email, for example) it is stored in the default pst data file. According to the Apple website the data in this file should be copied over to the iCloud folder and then deleted. This is not what is happening on my computers. The contact just sits in the pst file and doesn't show up in my iCloud contacts. Any suggestions? I use IMAP for my email accounts so I created my own default data file for contact and calendar storage. I am fine with using iCloud for all of my contact and calendar stuff so I do not need it stored in the default data file.


  49. John Hayes says

    I don't have a question (apart from the implied 'why hasn't all this been sorted out years ago?'), but instead a few observations that might be of value to others about to embark on syncing their Outlook Contacts data with the iCloud.

    I have several thousand Outlook Contacts built up over many years of being in business and I make serious use of the 'Notes’ field. It's frustrating enough that the iPhone truncates the content of these fields to the first 254 characters. But what's worse is that the syncing process then sees these truncated Notes as being different to the same (but full) content on Windows devices - and in the next sync prepends the truncated text from the iPhone to the full text on these devices. Of course this is preferable to having the truncated text OVERWRITE the full content, but it’s still far from right. What you end up with is duplicated content in each Notes field for every record in your Contacts database.

    Because the content of my Notes fields is often long, I use formatting (mainly bold, italic and underline, but also occasionally font size) to make it easier to find important data. However, the initial sync with the iCloud removes all this formatting without warning.

    Moreover, decades ago Microsoft in its infinite wisdom decided that the default position should be to MOVE rather than COPY dragged files and folders when the source and destination are on different drives – so when you drag your Contacts into the iCloud you lose your local copies - back to your last back-up at least. (Don’t worry, I always hold the CTRL key when dragging now.) But the result is that I have either lost my formatting or all the data entered since my last backup.

    Last, and probably most ludicrous of all, if two Outlook records contain the same content in the Full Name field then they become merged in an iCloud sync. No questions asked – they’re just merged! So my friends Tony Parsons who lives in Liverpool and Tony Parsons in Wandsworth have now become a composite single entity in my Outlook Contacts data! Did no-one who set this up realise that it’s possible to be friends with two or more people who share the same name? Perhaps they just didn’t have that many friends.

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