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Office 365 account not connecting to Outlook 2010 on Windows 8 Home

Posted on 2014-03-17
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Last Modified: 2014-03-27
Hi Guys,


When attemtping to setup Outlook 2010 on a Windows 8 laptop with an Office365 E1 plan, it says similar to below;


"Outlook has been configured successfully, please restart Outlook to begin"


Then upon starting Outlook, it prompts for a password over and over as if the password is incorrect??   However, I have successfully setup the account on both a Windows 7 & Windows 8 Pro PC.


Please advise

Thanks
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Question by:YellowbusTeam
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Expert Comment

by:Vasil Michev (MVP)
ID: 39934908
Is this a domain joined machine? What does the password prompt looks like, does it display any server name? Does it actually connect?

Make sure to run the Office 365 desktop setup on the machine and install any relevant updates (KB2553248 and KB2687623).
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Author Comment

by:YellowbusTeam
ID: 39936465
The laptop is stand alone machine, not joined to a domain. The password prompt box is a standard Microsoft login for Outlook.

I have already ran the desktop app from within Office365 on the laptop, no success!

Windows is fully up to date.

Could the issue be related to the laptop Running Windows 8 Home?

thanks
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LVL 40

Expert Comment

by:Vasil Michev (MVP)
ID: 39936657
Shouldn't matter. Can you start Outlook and run the Test-Email Autoconfiguration test on that machine? Hold the CTRL key and right-click on the Outlook icon in the tray, select Test-Email Autoconfiguration, enter your credentials and clear the two checkboxes for 'Guessmart'. Check where it tries to connect to.

While you are at it, check also the Connection Status dialog from the tray icon, see if there is anything other than outlook.office365.com for the proxy server.

Also run Outlook in safe mode (type 'Outlook /safe' in the search box or hold CTRL while clicking the icon) to see if it makes a difference. Recreate the profile and do not add any additional accounts.
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Author Comment

by:YellowbusTeam
ID: 39936978
Thanks for the ideas, just tried the configuration test and it comes back with the correct results.

Also tried the setup in safe mode, account was successfully added. However upon restarting Outlook, the account didnt populate.

It must be an issue with the laptop/MS Office software as it works on other machines!
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LVL 40

Expert Comment

by:Vasil Michev (MVP)
ID: 39937112
Are you running Office 2010 Standard by any chance?
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Author Comment

by:YellowbusTeam
ID: 39937341
Yes its running Office 2010 Standard
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Expert Comment

by:Vasil Michev (MVP)
ID: 39937599
That's probably the issue... Any chance to test it with 2010 Pro Plus?

Not all features are supported with Outook 2010 Standard, but I cannot find the proper documentation anymore. The only relevant link I was able to find is this one, detailing archive and retention policies:

http://office.microsoft.com/en-001/outlook-help/license-requirements-for-personal-archive-and-retention-policies-HA102576659.aspx

What is the exact version that you have? Do you have the updates I mentioned above? They are not distributed via Windows Update, you have to install them manually. Or update to SP2, etc.
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Author Comment

by:YellowbusTeam
ID: 39939017
I will try and find the installation disc, I believe its a 64bit version currently installed. I will also try installing Office 2010 Pro Plus and let you know how I get on. I attempted to install the suggested updates, however they were already installed.

Thanks
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Author Comment

by:YellowbusTeam
ID: 39939463
Hi,
Not no luck creating account after installing Office 2010 Pro Plus 64bit.
Any other ideas?
Thanks
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LVL 40

Expert Comment

by:Vasil Michev (MVP)
ID: 39939794
Can you post the results of the Test-Email Autoconfiguration test?
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Author Comment

by:YellowbusTeam
ID: 39944912
Sorry for the delayed reply. To update you, I had a 2 hour call to microsoft yesterday and they were unable to rectify the issue. They are currently researching the issue. It actually happened to a Windows 7 Pro PC yesterday too. Seems that previous Office suites are uninstalling correctly or there are issues with Microsoft autodiscover services. I will keep you updated.
thanks
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Accepted Solution

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Vasil Michev (MVP) earned 500 total points
ID: 39944921
Autodiscover is my bet also, post the results to check if there is anything out of the ordinary.
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Author Comment

by:YellowbusTeam
ID: 39958886
Update, I have now finally configured the email account successfully. Following a re-install of MS Office 32Bit along with KB2553248, KB2687623, Offcat analyser tool and sign on assisant. Also deleted old MS Office entries in Credential Manager.

Maybe Microsoft updated something their end too...?

Many thanks for your assistance.
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Author Closing Comment

by:YellowbusTeam
ID: 39958887
Many thanks
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