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windows 8.1 mail cannot setup office365 account

Posted on 2014-09-08
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Last Modified: 2014-09-19
I have a Windows 8.1 Pro tablet which previously had an Office365 Enterprise 1 account setup in Windows mail. The company changed their licensing from Enterprise 1 to Small Business Premium. After removing the old Office365 account I have been attempting to connect the new SBP Office365 account. It will not install. The problem is isolated to this tablet only. I can setup the new SBP account on another tablet with no problem. I can even setup a different SBP account on the first tablet successfully.  

The problem is only with the  one account only on the one tablet.

Any suggestions? I am at wits end...
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Question by:dvigliotti
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by:trinitrotoluene
ID: 40311350
What is the exact error message?
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by:dvigliotti
ID: 40312910
I wish it was a helpful error message.

After an excessively long time "Adding your account" it comes back and says "we couldn't find settings for <person>@<domain>. provide us with more info and we'll try again." Then I add in the server address of outlook.office365.com and search again. I get "Unable to connect" after that search.

I can follow the same procedure on another windows 8.1 machine and it loads the account fine. Also, I can add a different user account to this troublesome tablet and IT adds fine. It is something which is stuck in this tablet regarding that account. Weird.
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by:trinitrotoluene
ID: 40313705
That error will show up only if your email account is not registered with the server. Since you have indeed registered this can only mean that for some reason your credentials are being checked against a different server.

Let's go over it again.

Maybe you've seen this already but just want to double check that you followed all the instructions in this link....

http://office.microsoft.com/en-au/office365-suite-help/set-up-email-on-windows-phone-HA102823194.aspx

Look at point 5
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Author Comment

by:dvigliotti
ID: 40315648
Thank your for pointing me to the link. I was not adding in the domain information after the second attempt. However, this did not help or change the message.

Its almost as if the mail program is trying to connect to the Enterprise 1 account (back when you used the pod* server address) instead of the outlook.office365.com server address.

I have tried flushing the DNS cache to clear this. I have tried going to different internet connections even to see if using another DNS server might help but no luck.
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trinitrotoluene earned 500 total points
ID: 40316177
>>>After removing the old Office365 account
looking at your query I think you shouldn't have removed your old account. When you switch plans there is a switching wizard which guides you through the process. Even if you switch plans manually the old account should still be valid.

In your case the switch wizard doesn't support your choice of plans so you would have had to do it manually and this in my opinion doesn't involve removing the account.
http://office.microsoft.com/en-au/office365-suite-help/switch-to-a-different-office-365-plan-or-subscription-HA104031833.aspx

I suspect the removal hasn't been clean and hence there is a remnant piece of information stashed away in the registry or a hidden system folder.

Can you try reverting to the old license and see if the account in question works?
Else call up Office support and get their advice. Your subscription includes support.
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Author Comment

by:dvigliotti
ID: 40316212
Thanks. I concur. I was hoping someone here might know the registry setting or hidden folder. I will attempt to contact support in the morning. Will report back my findings.
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by:trinitrotoluene
ID: 40316229
it isn't easy cleaning up a failed remove remotely. You could end up de-stabilizing your system if you delete something unintentionally.

That is the reason you need to use the uninstaller provided by the Office application to do the removal of Office.

You haven't mentioned how you did the remove?

What did you remove? Did you uninstall the whole Office suite or just the email application?

I have no problem giving you the locations in the registry and file system but all bets are off when you start touching the registry. Unless you are an expert please don't attempt this.


The below steps might completely  destabilize Office.

so take a backup of your registry and file system before proceeding to clean it up.
Also ensure you have the installer media so that you can run it again to install the application.

HKEY_CURRENT_USER\Software\Microsoft\Office
is where you should be looking in the registry

If you have uninstalled Email then remove any entries which are not used by any other office application and used only by the Email application,

Similarly look under Program Files for the Office folder. Turn on the option to display hidden folders.
After running the uninstaller for Email, remove any remnant folders or files related to the Email application only.

Similarly remove any dlls installed only by the Office 365 and which are related only to the Email application.
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Author Comment

by:dvigliotti
ID: 40322023
No, that isn't the kind of removal which happened Tri. Just the account was removed. No software. And it was done through the applications selection of an Account and then choose the Remove Account button. Its just as if the Mail software did not fully remove the account. It just doesn't make much sense why I can add the new account to any other system but this one OR why I can add any other account to this system. Something is stuck in a setting somewhere.

You are correct above though. I was not able to use the Switch Plan Wizard since it was not supported for my move (which is stupid, in my opinion). I was instructed by Microsoft to manually switch using the procedure: create a new License set under the new plan (SBP), Assign licenses, Move the domain to the new plan, Deactivate the old plan.

Following those steps however also mean updating all email clients including this troublesome one with new credentials. This one tablet just does not want to be updated.
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by:trinitrotoluene
ID: 40322276
>>>It just doesn't make much sense why I can add the new account to any other system but this one OR why I can add any other account to this system.

That's because you've done a "Remove Account" and the removal hasn't been clean. So you can try fiddling with the registry and folders like I've mentioned in my previous post and do the cleanup manually and this might allow you to add the old account again to this troublesome tablet.


Alternately can you revert your Windows tablet to its original state? Do a factory reset. But remember to backup existing data on an external drive or the cloud.

We'll go back to square 1 and start again. Might help since we have more info this time
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Author Comment

by:dvigliotti
ID: 40332438
So in the end I called Microsoft Support and it was a corrupted profile. We walked through building a replacement profile and that seemed to have solved the problem. I should have thought about that. It is full Windows so it was, of course, a possiblility.

Thanks for your assistance Tri. I really do appreciate it.
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Author Closing Comment

by:dvigliotti
ID: 40332442
Calling Microsoft for instructions on rebuilding the profile was the fix. Thanks for the help.
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Expert Comment

by:trinitrotoluene
ID: 40332607
not a problem
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