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Outlook 2013 won't connect to Microsoft Exchange Online / Office 365

Posted on 2014-09-26
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Last Modified: 2014-10-01
We have an office with some 20 users on Exchange online.  Exchange online works well for all users.  One user had an XP station running Office 2007, and finally updated to Windows 7 and Office 2013.  Her mailbox worked on her old computer.  On the new computer - freshly loaded with Windows 7 Pro and Office 2013 Home & Business, this one computer will *not* connect to Exchange Online / Office 365.

Every other station has worked, and continues to work without issue.  Autodiscover is setup and works properly.  Using the online exchange connectivity tester, and the Connectivity Analyzer installed on the machine in question, no errors are reported.  Yet, Outlook will not discover the Exchange server and connect.

All updates have been installed.  Office has been uninstalled and reinstalled (twice) and antivirus has been disabled.  There are no third-party softwares installed save for Adobe Acrobat XI Pro.

There are no errors save for "cannot connect to Exchange" during the initial profile creation.  Manual profile creation also does not work - it reports "Exchange is offline."

20 other users worked *flawlessly* when installing new stations.  It's the same network, same Internet connection, and the old computer right next to the new one is able to connect to Exchange just fine.
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Question by:orbistechnology
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Expert Comment

by:Vasil Michev (MVP)
ID: 40346579
Can you run the "Test E-mail autoconfiguration" wizard from Outlook and post the results? Might be some reg key that is blocking the lookup, local DNS issue, firewall, etc.

Have you tried another user on the same machine and the opposite, this user on another machine? Should help narrow this down.

Manual config with Exchange 2013 is a bit different, you need to know the GUID of the mailbox. It's not really a solution, but just to make sure the issue is not with the actual mailbox, you can follow the guide I've put here: http://www.michev.info/Blog/Post/12/How-to-manually-configure-your-Exchange-Online-(Office-365)-email-account-in-Outlook
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Author Comment

by:orbistechnology
ID: 40346692
I did that machine / user swap and it's this machine.  User in question works on a different machine, other users don't work on this machine.

Outlook won't even create a profile, so I can't run the wizard.  The Connectivity Analyzer we installed connects without error.  My line of thinking - problems with certificates?  A way to reset any settings in Outlook back to "factory fresh"?

Tried to run the Nov. 2013 Root Certificates update for Windows 7 manually, and it immediately quit.
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by:orbistechnology
ID: 40346702
Online with MSFT now.  Standard punch list - uninstall / reinstall office.  New profile.  Use default domain with .onmicrosoft.com.  Check the CNAME resolution for autodiscover record works.  Disable IPv6 (?), use PowerShell to disable MAPI, wait 10 minutes, enable MAPI, try connecting Outlook, no dice.

MSFT is pushing things off to Monday to "work with Exchange team."
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Expert Comment

by:Vasil Michev (MVP)
ID: 40346722
You dont need to create profile to run the wizard, just start Outlook even with empty profile and hold the CTRL key, then right-click on the Outlook tray icon and select "Test E-Mail autoconfiguration"
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Author Comment

by:orbistechnology
ID: 40346761
The Test Email autoconfig works.  The results tab has nothing unexpected and no errors.  They only use the autodiscover.domain.com CNAME, and on the log page, that successfully redirects and the last two lines are succeeded.
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Expert Comment

by:Vasil Michev (MVP)
ID: 40346784
Did it manage to get the XML file? You need to make sure it's the correct one, especially on a domain-joined machine.

If everything is alright there, most likely there is some firewall/dns issue on that machine. Some AV software will inspect network packets even when switched off, so you might want to disable any such options. Clear the DNS cache on the local PC and do some tests on whether it can connect to Exchange Online URLs/IPs.

Have you tried the manual config (you will need the guid as explained above, you can get it from the autodiscover XML file)?

You can also enable logging in Outlook options and take a look at the log file.
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Accepted Solution

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orbistechnology earned 0 total points
ID: 40346808
It's not on a domain.  It pulled the XML file from outlook.com.

Uninstalled AV (Sophos - without client firewall).  20 other systems work - it is not a DNS / firewall issue.

DNS resolution works - the autodiscover test in Outlook and the Connectivity Analyzer both pass.

Manual config says "Exchange is offline."  That's it.

WHOA - Deleted all the logs from the logs file and it fixed it.

Bizzare.
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Author Closing Comment

by:orbistechnology
ID: 40354139
Found this while working diagnostics in other areas.

Brandon
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