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total123Flag for United Kingdom of Great Britain and Northern Ireland

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Issues with one mailbox on exchange 2013, all other mailbox's are fine.

Hi I have an issue with one particular exchange account, on a onsite 2013 exchange server.

Just to give you an idea of what we are working with. One of our customers have an on site 2013 exchange server, which in the most part is working fine. There are 3 domains linked to it, lets call them maila.com, mailb.com and mailc.com. Maila.com is the primary for most users, but some users only use either mailb.com or mailc.com. All seem to be working fine both on site and externally.

One particular user (just so happens to be a director) has a mailc.com account. He phoned in yesterday saying he outlook wont connect (he also works at a different office and his laptop is on a different domain but he only has a email account on our server), So we had a look at it. It was coming up asking for a password, which we entered (yes we did put in the domain\user username and password). But it kept spitting it back, so we tried to create a new mail profile on outlook. Which would not work via auto discover, so we tried to put in the settings manually. But the same issue, it kept asking for username and password. So to sanity check I tried the OWA, which worked fine so I knew it was not his password or username that's the issue. This then led me to try and set the account up on my PC, as I was working on his laptop remotely, and thought perhaps the local network he was on was blocking it somehow. But the same issue on my PC too!! So I set up a test account using the mailc.com, and set it up on my PC and bang straight in it worked! So I then thought perhaps he has a fault with his mailbox, so I created a new EDB file and migrated his mailbox to it. But that made no difference what so ever. I then set up he account on outlook on the local terminal server, and that worked fine. So the issue is only when working externally, but other email accounts with the same domain name on the same server are working fine both internally and externally.

So I am now at a point where I am lost and could do with a bit of help. So any help would be appreciated.
Avatar of Jamie McKillop
Jamie McKillop
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Sounds like an autodiscover error. Do you have an SRV record on the mailc.com external DNS that points to your main autodiscover record?
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ASKER

Autodiscover has been in place for years and we have double checked it. all seems fine.

We did create a test user for the domain in question (mailc.com) and that allows us to create a new profile for this test account remotely.
This proofs autodiscover is all good.

We are assuming there is an issue with the actual mailbox
Avatar of timgreen7077
timgreen7077

check to make sure there is no local host files setup on the machine that may be blocking the user. outlook looks at local host file before DNS, so check that.
Use the fiddler tool to find where autodiscover is failing for the user.
It seems like you have to copy your exchange certificate file manually to his laptop/pc.
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total123
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Glad you got it fixed!  Hopefully on your next question(s) we can be of more assistance.

Kind Regards,