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Outlook 2013 Exchange Active Sync Problem

Posted on 2015-02-03
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Last Modified: 2015-03-19
We have a problem with a client running Outlook 2013 on Windows 8.  When we start Outlook, the account comes up as 'disconnected' in the bottom-right corner.  How do we make it go to 'Connected' immediately on startup?
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Question by:Techdivision
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Dilip Patidar earned 2000 total points
ID: 40586620
Quick troubleshooting check list (detailed explanations follow):


1. Is the issue affecting multiple users or only one?

Note: If multiple staff is affected, inform the manager and raise a
Severity 2 accordingly.

2. Try to 'ping' the Exchange server from the PC with the issue

3. Check network cable and confirm access to other network resources

4. Try restarting PC

5. Try setting Outlook to 'Work Offline' mode and then taking it out of 'Work Offline' mode again

6. Clear the PC's Local Security Log/ Logs and then restart the PC

7. Try an Active Directory (LAN) account password reset/ unlock/ status check. Make sure it hasn't expired or suspended.

8. Create a new Outlook profile via the 'mail' Control Panel and set it to the default.

Please see the detailed explanation of the methods above.

Method 1


Pinging the Server:


Ping' is a utility in an operating system for determining if a particular host/ server is reachable across the network or from the PC it's being run.

Please try to ping the Exchange server to determine if the issue is with server. For pinging the server, you would need to have the name of the Exchange server. Please see my below article to know about it.

How to know on which Exchange server an email account is located in Outlook 2003 and Outlook 2010

Once you have exchange server name handy, please follow the below steps to ping the server.

Step 1 - Click on 'Start' menu in your computer

Step 2 - Click on 'Run'

Step 3 – Type CMD and click on OK

Step 4 - A black window will pop up, it known as Command Prompt

Step 5 – Type 'ping' in the command followed by the Exchange Server name and then Hit Enter.

Step 6 - The 'ping' utility will run for a few seconds and show the results in the form of Responses.

Step 7 – If the response received shows "Request timed out", it shows that the issue is with network connectivity or Exchange server.

Contact Server team, manager on the floor and raise a high Severity Ticket.

Step 8 - If the responses are summed up at the end with "Packets: Sent = 4, Received = 4, Lost = 0", that means server or network connectivity is good and you can skip the step pf checking LAN cable, network connectivity, etc.

Method 2


If the ping result shows "Request Timed Out" and a single user is impacted, you can do the following:

Check network cable and confirm access to other network resources. If network cable is fine and other resources are also accessible, please reboot the machine. It must fix the issue.

If it doesn't resolve, you can perform Outlook level troubleshooting.

Method 3


Check if the outlook is in offline mode. Please see the following steps to check the mode and make it online if it's in offline mode.

Step 1 – Open the Outlook

Step 2 - Click on 'Disconnected' at the bottom right corner of Outlook.
Note: You should do it as a first troubleshooting step.

Step 3 - A context menu list appears

Step 4 - If 'Work Offline' option is checked, click on it to uncheck it and make it online. This should solve your problem immediately.

Step 5 – If the option is not checked, please check and uncheck it once, it resolves too.

If the issue is still not resolved, please the next method.

Method 4


You can clear the PC's Local Security Log/ Logs and then restart the PC. Please follow the steps below to clear logs.

Step 1 - Close Outlook

Step 2 - Locate your 'My Computer' icon, you can find it either on your desktop or in the Start menu.

Step 3 - Right-Click on your 'My Computer' icon and click 'Manage'

Step 4 – It will open the Computer Management Console

Step 5 - In Computer Management, expand 'System Tools' by clicking on + sign.

Step 6 - Expand out 'Event Viewer' by clicking on + sign

Step 7 – Right click on 'Security'

Step 8 - Select 'Clear All Events

Step 9 - Agree to the prompts in the process.

Step 10 - Close 'Computer Management' and re-open Outlook

It should fix the issue, if not please follow the next method.

Method 5


Try an Active Directory (LAN) account password reset/ unlock / status check. Make sure it hasn't expired or suspended. Follow steps below:

Step 1 - Check with the Domain account is it locked or the password has expired.

Step 2 - If Client agrees do a password reset for Domain, please do it.

If the issue is still not resolved, please follow method 6

Method 6


Create a new Outlook profile via the 'mail' Control Panel and set it to the default. Please see the below steps for creating a new profile.

Step 1 - Close Outlook (and all other MS Office apps)

Step 2 - Open Control Panel

Step 3 - Open the Mail Control Panel

Step 4 - Click on Show Profiles

Step 5 – Click on 'Add'

Step 6 - Choose a name for your new profile, then follow the on screen prompts to create a new profile.

Step 7 - Select it as the default (check 'Always use this profile and then select the newly created profile from the drop down)

Step 8 - Re-open Outlook

It must resolve the issue, if it's not, you can uninstall and reinstall MS Office and if possible upgraded version in the PC.
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