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Troubleshooting Question

user@domain.com reported error (0x8004011D) The server is not available. Contct your administrator if the condition persists.

Last Modified: 2020-10-26
1. this is happening on the LAN.
2. the user tried different computers and had the same result.
3. owa works w/o issue.
T/S thus far.
  • Renamed OST file and Outlook would not start after that and could not retrieve a new OST file from the Exchange server.
  • Ran Outlook in Safe mode and it would still not retrieve new OST file.
  • Repaired Outlook
  • I was able to ping mail.domain.com from pc
  • End user was able to retrieve mail on his cell phone and was able to login to mail.domain.com/owa
  • Deleted Mail profile and attempted to set it up as user@domain1.com and user@domain1.com which would successfully login and start Outlook but wouldnt load it because it could not retrieve the OST file from exchange.
  • End user had two user profiles in C:\users: user and user.domain1 which I deleted both then had user attempt to login again and go through the new Outlook setup and it still was not able to retrieve the end users OST file.
  • Signed in under my own user and Outlook didnt have any issues connecting to Exchange and retrieving my OST file.
  • The user in quesion was/is an established user.Problem began ~ 21sep20

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MASEE Solution Guide - Technical Dept Head
Most Valuable Expert 2017

What version of Exchange you are running?
Did you configure autodiscover?
Fix for Exchange2016/2019
Fix for Exchange 2013
Fix for Exchange 2010

Richy InnesSenior Consultant

On your working Outlook profile, run the Test Email Auto Configuration from system tray and check Autodiscover is working for user that is having problem, might throw up a clue.

Could also check IIS logs of Exchange Server for to see if any errors.



remember this is onsite, LAN, including the exchange server
Richy InnesSenior Consultant

I would apply the same troubleshooting steps whether internal or external. The fiddler application would also be an option to see what Outlook is trying to do when the user connects.  Which version of Exchange? 


It will not completely launch because it cant load the OST file from the Exchange server
Richy InnesSenior Consultant

When you create the profile turn off cached mode and see if you get the same error
Lisa Hendrickson "CallThatGirl"Outlook Expert, Microsoft 365 Consultant

Need more information
  • Local Exchange server or MS365
  • What version of Outlook

for testing, open a blank profile.
Go to search and type in "outlook.exe /PIM <test>
Add exchange account from there and see if you get errors launching.

If so, I need more information. 


  • exchange
  • 2013,

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