Exchange Connectivity issue for Outlook Clients. "Your mailbox has been temporarily moved"

Exchange Connectivity issue for Outlook Clients. No issues using OWA. Exchange server is running Exchange 2013 latest version and service packs.

Error occurring: "Your mailbox has been temporarily moved to Microsoft Exchange server. A temporary mailbox exists, but might not have all of your previous data. You can connect to the temporary mailbox or work offline with all of your old data. If you choose to work with your old data, you cannot send or receive e-mail messages."

 Research into this error suggest corrupt profile is most commonly the cause, however recreating the outlook profile and testing on multiple PC’s at multiple locations has proved this isn’t the case. The other cause of this can be when a migration recently happened, however no recent migration or change has been made on the server side.

I have attached AutoDiscover and Outlook Connectivity Analyzer results.
TESTS.png
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Thomas NZSystems EngineerAsked:
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Arif KhanSystem AdministratorCommented:
Try creating a new outlook profile and check.
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gilnovSystems AdministratorCommented:
Any recent changes to DNS or network infrastructure such as a new switch or router or implementation of VLAN's, etc?
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Thomas NZSystems EngineerAuthor Commented:
Hi Arif,

As mentioned, we have tried creating new Outlook profile from multiple workstations and also on completely separate networks. I believe there has also not been any recent Network infrastructure changes.
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Arif KhanSystem AdministratorCommented:
Is it coming for all users?? Did you install any new version of MS Office? If yest then uninstall it and clean registry files related to MS office and reboot system and then check.
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gilnovSystems AdministratorCommented:
Interesting. What I'm digging at with the DNS/Infrastructure questions is that the mailbox obviously hasn't been moved since you see it without issue in OWA. What the error must indicate is that Outlook can't find the mailbox. That seems to point to something different in DNS or the network that is preventing Outlook from finding the mailbox...although it seems to find the server which is puzzling.
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gilnovSystems AdministratorCommented:
Just took another look back at your autodiscover trace and noticed a couple of things I missed before. 1) it seems like the SRV DNS redirect method should be quicker than 9 seconds. Run tracert from an affected account and and unaffected one to see if there's a difference in terms of times and hops taken. Also, confirm whether the problem follows particular users to different machines consistently. If not, look at things like Outlook client version, Outlook add-ins (different versions of the same add-in between machines, or adds-present on one but not the other), Windows version and the like
2) you missed obfuscating your domain name once in the autodiscover log png. Might want to clean that up.
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Thomas NZSystems EngineerAuthor Commented:
Thanks for your suggestions gilnov! Have also updated the png. Yes, a bit of a tricky one here. I will complete further testing/investigation and let you know if I find further clues as to the root cause of this.
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gilnovSystems AdministratorCommented:
Excellent. Happy to contribute. Happy hunting!
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Thomas NZSystems EngineerAuthor Commented:
Hi Everyone,

I believe I have narrowed down the issue to occurring only on a single mailbox. The customer uses 3 exchange mailboxes on the 1 Outlook Profile. I created a separate Outlook profile for each of these 3 mailboxes and found the issue occurring only on 1 mailbox. The error comes up after creating the profile then closing/opening Outlook.

I will be going ahead and creating a new mailbox to replace the troublesome mailbox.
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gilnovSystems AdministratorCommented:
Good sleuthing. You could try moving the probe mailbox to a different mail store first. It may just have some minor corruption and a move would force an integrity check.
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Thomas NZSystems EngineerAuthor Commented:
Hi There,

I recreated the mailbox which did not fix the issue.

I determined the root cause of the issue to be that the customers Office 365 software subscription email address is exactly the same as their Exchange mailbox email address hosted completely separate to O365. Even though autodiscover and mx records were all correct. Microsoft Outlook decided to prioritize looking at the O365 based account associated with their Office software subscription.

The resolution was to change the email address associated with their O365 software subscription. I also had to uninstall and reinstall office and reactivate it with the new email address.

What was helpful in determining this was control+right on Outlook icon click and checking connection details. I could see it connecting to 0365 which is not correct.
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gilnovSystems AdministratorCommented:
Nice work! I appreciate the points but you should award yourself the accepted solution and me an assist. You found the root cause. I just made suggestions on where to dig.
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