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Office 365 Webmail not populated

Posted on 2013-11-26
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Last Modified: 2013-12-14
Hi, and thanks for any guidance.

A client has installed Office 365, and has it working perfectly on their PC, but online web access to their webmail using the same MS login as their Office 365 yields no data.   Mail, Contact and calendars are all empty.

What can be missing?

Thanks
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Question by:mlitin
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Expert Comment

by:Diverse IT
ID: 39681675
Hi mlitin,

What plan are they on?

Have you verified this yourself?

Clear Internet cache close browsers and re-try.

Typically if OWA isn't working mail doesn't function because there is nothing between OWA and the Exchange server, especially when MSFT is hosting and running it.
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Author Comment

by:mlitin
ID: 39682070
Hi diversiet

They're on Small Business Premium.  Verified.

Their Outlook email in on Windows 7, and not on exchange.  Their account is on a domain created during Office 365 setup   (<username>.onmicrosoft.com).

Clearing browser data did not help.

To Clarify, Office 365 Small Business Premium was installed on a home PC.  The domain used  associated with Office 365 account is an onmicrosoft.com domain.

My client has a yahoo and gmail accounts on desktop Outlook.  He'd like to have access to these accounts through his Office 365 account when on another PC, if necessary.

How to do this?

Thanks
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Author Comment

by:mlitin
ID: 39687479
Oh. and both emails are set up as IMAP on desktop Outlook.

Thx.
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Expert Comment

by:Diverse IT
ID: 39687803
Let's take on one issue as a time.

What URL are you using to gain access to OWA?

BTW: Exchange server is used as the mail server for Office 365.
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Author Comment

by:mlitin
ID: 39688404
Ok.  Cool.

Thanks for the clarification.

The URL used to log into the webmail is https://login.microsoftonline.com
The username and password used to log in is the one established during Office 365 installation.

Thanks for the assist.
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Expert Comment

by:Diverse IT
ID: 39688622
How do you know "...everything is working perfectly"?

It could be that the data is just local from your migration which is why you're not seeing it in OWA.

Have you gone through all the steps in the Office 365 admin center > Setup > Quick Start?

Send a test message to another account (external to Microsoft online) and see if it send OK.

Then send a test to yourself (the same account you are logged in as) from OWA verify you receive it on the same user's Outlook.

In Outlook does it show at the bottom right "CONNECTED TO: MICROSOFT EXCHANGE"?

Are you using a pre-installed copy of Office? If so, what version?

If you are using 2007 or 2010 you need to install the Desktop Setup software on each computer using a Office 2007 or 2010, which is located once you login to the users account under Office 365 Settings > Software > Desktop Setup.

If you still have no luck with the above, try this: http://support.microsoft.com/kb/2822317/en-us
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Author Comment

by:mlitin
ID: 39690376
Thanks again, diverseit

The version of Office is the one downloaded as part of the Office 365 setup...

I think, as you surmise, that the data is just local due to the migration.  So how to get OWA to adopt the same email accounts as the desktop?  

I'm not with the client's PC to test the completeness of the setup, if that'll make OWA sync with the same accounts.  I'll schedule time to pay a visit and check these things out.

Thanks again.
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Expert Comment

by:Diverse IT
ID: 39691445
When you setup Office 365 (software downloads) it is just that...the software. You still need to connect to the Exchange server in order to send/receive mail.

Once Outlook is installed, you setup the account by selecting Exchange account then type in the users email address and password. This will sync the account. It sounds like you or someone else has setup these other accounts (yahoo & gmail) rather than the Office 365 mail account. The Office 365 account should be the primary account.

Make sense?
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Author Comment

by:mlitin
ID: 39691666
Hi diverseit

Yes. You're right.

The desktop outlook account were setup by hand on the desktop side, so they weren't connected to the Webmail side.  The account established with Office 365 was active, but will not be used.

Today I was able to connect the account the user wanted by connecting it from within the options within Webmail.   It initially connected it as POP, but i changed it to IMAP.

Should I trust that this will work?

Thanks again.
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Expert Comment

by:Diverse IT
ID: 39692158
The account established with Office 365 was active, but will not be used.
Does this mean they don't want to use Office 365 email account?

Today I was able to connect the account the user wanted by connecting it from within the options within Webmail. It initially connected it as POP, but i changed it to IMAP.
If you are talking about the Office 365 email account you will want to set it up by selecting Exchange (MAPI) not POP or IMAP as those are far inferior email protocols.

Once you setup an account it should be solid! Switching an account from POP to IMAP cannot be done. In order to do so you have to remove the POP account and manually setup the IMAP account (as the POP account server settings are typically greyed out). This is because IMAP uses an .ost file in combination with a .pst file whereas POP exclusively uses a .pst file.

Please advise. Thanks!
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Author Comment

by:mlitin
ID: 39692684
Hi diverseit

The user's main business mail account is a gmail account.  That account has a intense folder structure that needs to be maintained.  That's the account connected to the O 365 account.  Can that gmail account be used as the O 365 primary  AND maintain in sync with the original Gmail account?

When the pop account was initially created, I saw it was labeled as  POP, checked the server settings and saw that the POP server being used. So I deleted the account.  I then reconnected the account as IMAP, ensuring that the IMAP server was used.   The entire complex folder structure was recreated on the connected account, so in that respect it is behaving like IMAP.

Under the circumstances, what would you suggest?

Thanks for following this.
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Expert Comment

by:Diverse IT
ID: 39693463
OK, so if I understand you correctly, Office 365 is really only being used for the Office Pro Plus subscription because the company mail is through gmail (hopefully that means Google Docs).

What Office 365 Plan subscription do you have?

It sounds like you have Business-class email with whatever plan it is. Therefore, if you don't want to used Office 365 email account you don't have to it's your prerogative but I'd strongly recommend using it as your main corporate email account either now or eventually. When you fully tap into Office 365 there is nothing that competes with it.
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Author Comment

by:mlitin
ID: 39693605
Hi again  diverseit

The O 365 plan is Small Business Premium.

I spoke with the client about his current status.

As it turns out, the IMAP account I set up is not really operational, in that it is not staying up to date with his gmail account.

So the question is....  ta-da-da-Da-da-da-Daaaa

Can his gmail account be the primary account with Office 365, and stay in sync with the gmail IMAP email?


Thanks
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Accepted Solution

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Diverse IT earned 500 total points
ID: 39693769
IMAP in general sux IMO. But to answer your question yes you can. However, there are many know issues with Outlook 2013 & gmail IMAP. See below.

https://support.google.com/mail/answer/78771?hl=en
http://productforums.google.com/forum/#!topic/gmail/9alMlaOkMC4[1-25-false]

In most cases and because IMAP is server-side you can resolve syncing issues by deleting the profile (the Gmail account that wasn't syncing properly) from Outlook (by clicking File, Account and Social Network Settings, Account Settings). Then exit Outlook, rebooted, restarted Outlook, and added the account again (via the same aforementioned clicks).

Additionally, you can manage the gmail account through OWA too under Options > Connected Accounts. Here is how to set it up: http://office.microsoft.com/client/15/help/home?Shownav=true&lcid=1033&ns=OLWAO365E&ver=15&v=15.0.842.0&mode=Desktop&helpid=ms.exch.owao.NewSubscription

Hope that helps!
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Author Closing Comment

by:mlitin
ID: 39718305
Thanks, diverseit

After discussing the issue with my client, he has elected to do his remote gmail via gmail.com rather than from the O 365 online portal.

Thanks loads for your insight and attention to this.  Appreciated.
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Expert Comment

by:Diverse IT
ID: 39718407
Your welcome, I'm glad I could help! Thanks for the points.
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Expert Comment

by:Diverse IT
ID: 39718439
As mentioned above, I wanted to remind you that you can manage the gmail account through OWA too under Options > Connected Accounts. Here is how to set it up: http://office.microsoft.com/client/15/help/home?Shownav=true&lcid=1033&ns=OLWAO365E&ver=15&v=15.0.842.0&mode=Desktop&helpid=ms.exch.owao.NewSubscription
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