outlook 2016 not connecting to exchange 2013 when in the office

Hi, I have a new laptop (win 10, office 2016), I'm trying to connect outlook to the exchange 2013 mailbox for the user. outlook will not create a profile and cannot seem to find it's target. yet, if I connect the laptop to my hot spot on my mobile, it happily goes through autodiscover to create the profile.
When logged into this profile and I connect back on to the LAN, it disconnects.

I've done a tracert and it picks up the exchange server happily.

what can i do to resolve this ?
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total123Asked:
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yo_beeConnect With a Mentor Director of Information TechnologyCommented:
Seems to me that it is a DNS issue.  Do you have a record in your internal DNS for the external URL ?
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total123Author Commented:
I've just setup a remote desktop user on our terminal server and outlook picked up the account and made the profile happily. Weird
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Brian BEE Topic Advisor, Independant Technology ProfessionalCommented:
Is the Exchange server on site? Just to clarify you are tracing to the internal address of the server, not the external?

If the exchange is an external address, check the firewall and make sure the traffic to the exchange server is not being blocked for some reason.
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total123Author Commented:
exchange is onsite
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BlayneyCommented:
Is autodiscover working internally for this pc?
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Brian BEE Topic Advisor, Independant Technology ProfessionalCommented:
So if you trace to the exchange server by name, does it use an internal or external path?

Perhaps this tool might help identify the problem as well: https://testconnectivity.microsoft.com/
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total123Author Commented:
Tracert provides internal ip, only one step.
Autodiscover is working on another machine.
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Jose Gabriel Ortega CCEO J0rt3g4 Consulting ServicesCommented:
Agree with yo_bee, it's a dns issue, make sure you have the autodiscover record and the mail record in your internal dns and it could match the external address.
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total123Author Commented:
Hi all

my issue is that the laptop has gone offsite for a few weeks and I won't be able to test it in house until it returns.

The DNs info would come from the dhcp/dns server like the other 60 odd machines would get. this one was new and should have got the same info. I do except that this isn't always the case.

when I can get my hands on the machine, I'll report back.
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total123Author Commented:
Hi All,

                      This issue has now been resolved. It turned out that the AV (avast cloud care) was blocking it. However it was not a simple case of disabling it, I had to uninstall it create the outlook account and reinstall the AV. All is now working.

Thanks
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total123Author Commented:
Hi All,

                      This issue has now been resolved. It turned out that the AV (avast cloud care) was blocking it. However it was not a simple case of disabling it, I had to uninstall it create the outlook account and reinstall the AV. All is now working.

Thanks
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yo_beeDirector of Information TechnologyCommented:
I appreciate the points, but was my solution really helpful?
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total123Author Commented:
it allowed me to point me into a direction, that lead onto the final fix.
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yo_beeDirector of Information TechnologyCommented:
Glad to have assisted
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