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Outlook Won't connect to Exchange but everything else will

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Last Modified: 2020-09-18
Outlook 2016 will not connect to Exchange 2016. When attempting to set the user up (Never had this version of Outlook) it fails saying the credentials are could not be found.

The user can connect to Exchange through:

OWA
Outlook Phone App
Built-in Mail client on Windows 10
Previous versions of Outlook

Just not Outlook 2016
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Michael B. SmithManaging Consultant
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Commented:
Are you in hybrid? Is this Outlook 2016 C2R or MSI?
Saif ShaikhServer engineer
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Commented:
Outlook 2016 with exchange 2016 uses autodiscover to connect and it needs exchange third party ssl cert with autodiscover SAN entry and host A record in public DNS pointing to exchange serve public IP.

Also you are getting credentials issue when using outlook.

Verify if user is able to login in owa with the same credentials. Also remove any old cached credentials from control panel.
Valentina PerezExchange Servers
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Commented:
Hi Kyle,

Outlook 2016 cannot configure the profile with manual settings. It uses autodiscover record in order to connect.

Are you connecting with manual settings in previous outlook versions?

Regards
Valentina
KylevCIO

Author

Commented:
Autodiscovery is set up and works with every version prior to Outlook 2016, in this case, Outlook 2007 was able to pull in Autodiscovered creds.

OWA works just fine for this user and the issue only exists with this user.

Yes, a valid external SSL is present but does expire in the next 21 days.
Valentina PerezExchange Servers
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Commented:
HI Kyle,

Please check that you have the latest updates in Outlook 2016.

Regards
Valentina
KylevCIO

Author

Commented:
Valentina,

The computer has been 100% patched. Our NOC handles all patching and it was up to the latest stable security release.
Michael B. SmithManaging Consultant
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Commented:
I repeat: Are you in hybrid? Is this Outlook 2016 C2R or MSI?
KylevCIO

Author

Commented:
Standalone Exchange on a Server 2012R2 in Hyper-V
Valentina PerezExchange Servers
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Commented:
Hi Kyle,

If you use another user in the same computer with Outlook 2016. It works?

Maybe the profile has some corruption.

Regards
Valentina
Michael B. SmithManaging Consultant
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Commented:
If you perform the Outlook Connectivity Test at exrca.com, for this user, does it work or fail? If it fails, what is the error?
KylevCIO

Author

Commented:
Michael,

The outlook connectivity test with Autodiscover passes

This is why I am 100% stuck on this issue.
KylevCIO

Author

Commented:
Valentina,

A different user will work in that user's Outlook BUT that user cannot set up an Outlook account in any Outlook 2016 account.
Managing Consultant
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Commented:
This one is on us!
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KylevCIO

Author

Commented:
Thanks, Michael! I will investigate tonight. I am at a lost and this client has been a client for long enough to know the history on how they ended up on Exchange 2016 and not O365 as that is now a consideration and is currently being quoted.

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