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Office 365 user getting denied access to Mail Tile

Posted on 2016-10-19
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Last Modified: 2016-10-26
We have migrated all of our users to Office 365. One user, who has been able to access her email just fine for the last couple of weeks, is all of a sudden unable to.  She logs into the Office 365 portal and can access any of the other office tiles, but when she goes to use the Mail one, it gives her a message that says she has been logged off. We've had her try it from a couple of different machines and she gets the same thing. I have checked and she is properly licensed. I do not see anything wrong in her Office 365 user config or her AD config.
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Question by:jhyiesla
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by:Vasil Michev (MVP)
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What's the exact error message? And what kind of authentication are you using, are there any on-prem servers in play (AD FS, WAPs, etc)? Or maybe Conditional access policies? Does Outlook work? Can you actually send mail to her address?
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by:jhyiesla
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The report I am getting, I've not actually seen this myself, is "you have been logged out".
Right off the top of my head I am not sure what authentication we are using.  We are still in a hybrid environment so have a hybrid server as well as WAP, ADFS, and ADConnect servers.  We have over 800 users accessing this for at least the last couple of weeks. We've not made any changes that I am aware of and she is, currently, the only user with this problem. We have had her try from a couple of different machines so profiles would be different and same thing happens. She is an E1 user and doesn't have access anymore to Outlook.  I was able to access her account thru my Outlook and I can see where she is getting email.  I sent her one and can see where it's getting to the account.
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by:jhyiesla
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I ran the log files for this user as well and I don't see anything going on with her except successful logins.
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by:Vasil Michev (MVP)
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Since you are able to configure it in Outlook, I dont think there's anything wrong on the server/mailbox level. Probably something related to auth, for example the conditional access policies as suggested above.

Another thing to check is whether OWA is actually enabled for the user:

Get-CASMailbox user@domain.com | fl *enabled

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Though the error message should be different in that case.

Can you get the actual error message?
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by:jhyiesla
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I'm getting an error on the Shell command that it can't find the user, but her mailbox has been moved to Office 365, so would the command even be effective for her?  I get the same user couldn't be found with my user address.

I'm having the help desk guy check with her on if the issue continues and to capture the error.
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jhyiesla earned 0 total points
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Nothing truly pertinent was presented here.  I checked with the user and basically the issue just seemed to have resolved itself.
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by:jhyiesla
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Nothing presented gave me any clue as to the possible problem. The issue just seems to have resolved itself.
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