Office 365 & Outlook Configuration issues

One of my clients using Office 365 (E3), direct with Microsoft, not through a 3rd party such as GoDaddy.

Now, this morning CEO's PA reports that when she opens his Inbox and Calendar in Outlook (2016, Cached Exchange Mode and she has Full Mailbox Access) both show as empty which she (and I) know is wrong.

So I logged onto as the CEO and eveyrthing is as expected, data in both Inbox & Calendar.

I log onto his desktop session (Citrix XenApp 6.5) and open Outlook and I get the following pop up:
Microsoft Outlook
Outlook cannot log on. Verify you are connected to the network and are using the proper server and mailbox name.  The Microsoft Exchange information service in your profile is missing required information. Modify your profile to ensure that you are using the correct Microsoft Exchange information service.

So I fire up the Mail Control Panel and cannot get into the Server Properties of his existing Mail Profile (which I know was working last week as I had to troubleshoot an issue for him). So I go to create a new one. I use the automated connection and it pops up with this:
1.jpgIt has picked up his Primary SMTP address which is also his Office 365 username without fail but that is not the server name I expected. Checking online and that server name is part of GoDaddy's Office 365 infrastructure,

My client is not using GoDaddy for Office 365, just to host their corporate website. Last week, the client moved the hosting of their corporate website over to GoDaddy from KCOM. I change the DNS A Records for the www records to GoDaddy and new website is up and running without issue.

So I suspect that something is happening with DNS and redirecting to GoDaddy for Office 365.

I have logged into the Office 365 Admin page and navigated to the Domains section, opened up the domain that they are using and ran the 'Check DNS' test:
2.jpg(excuse the zoom level). We can ignore the TXT error as the client has a custom SPF record that allows their Helpdesk system to send emails out.

any idea why, when trying to configure Outlook 2016 the client is being pointed at GoDaddy?

Office 365 Service Health has no reported Incidents that may be causing this.

LVL 13
Mark GalvinManaging Director / Principal ConsultantAsked:
Who is Participating?

[Product update] Infrastructure Analysis Tool is now available with Business Accounts.Learn More

I wear a lot of hats...

"The solutions and answers provided on Experts Exchange have been extremely helpful to me over the last few years. I wear a lot of hats - Developer, Database Administrator, Help Desk, etc., so I know a lot of things but not a lot about one thing. Experts Exchange gives me answers from people who do know a lot about one thing, in a easy to use platform." -Todd S.

David AtkinTechnical DirectorCommented:
Has there been any changes to their website?  Moved hosts or anything?

It looks like the autodiscover is being picked up from something other than the Office365 CNAME record.

Use the Outlook Autodiscover Connectivity test to check:
Mark GalvinManaging Director / Principal ConsultantAuthor Commented:
Hi David

As per post:
Last week, the client moved the hosting of their corporate website over to GoDaddy from KCOM. I change the DNS A Records for the www records to GoDaddy and new website is up and running without issue.
. I deleted the two A records that were pointing at old KCOM Hosting and created two new A Records for the GoDaddy hosting. Just those.

Just ran the Office 365 DNS Test and:
David AtkinTechnical DirectorCommented:
Thanks Mark, sorry I missed the bit about GoDaddy somehow.

Can you message me the domain name?  It might be that the Website as an autodiscover.xml file on it that Outlook is picking up.

Experts Exchange Solution brought to you by

Your issues matter to us.

Facing a tech roadblock? Get the help and guidance you need from experienced professionals who care. Ask your question anytime, anywhere, with no hassle.

Start your 7-day free trial
Mark GalvinManaging Director / Principal ConsultantAuthor Commented:
Thanks to David's private messages yesterday we were able to figure out that GoDaddy's CPanel was set to host the email local. As per setting the Email Destination to Remote Mail Exchanger has resolved the issue.

Mark GalvinManaging Director / Principal ConsultantAuthor Commented:
thanks for all yoru help with this issue. Life Saver!!
It's more than this solution.Get answers and train to solve all your tech problems - anytime, anywhere.Try it for free Edge Out The Competitionfor your dream job with proven skills and certifications.Get started today Stand Outas the employee with proven skills.Start learning today for free Move Your Career Forwardwith certification training in the latest technologies.Start your trial today
Microsoft Office

From novice to tech pro — start learning today.