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Cannot connect Microsoft Exchange to Outlook 365
Hi Experts,
I just migrated 15 users to Microsoft Exchange Online, and for about 7-8 users I had to login to their computers and connect their Exchange accounts to Outlook. This took me about 5 minutes to do for each user - with my eyes closed.
However, with one particular user, I just cannot connect. The user has admitted that he is suspicious of Microsoft (he’s on Win 10) and all IT, he has also turned off some default settings, but doesn’t know which. Fun!
Based on the above, my first suspension was that he disabled Autodiscover, but the user does not have the AlwaysUseMSOAuthForAutoDiscover entry.
I still need to add his Exchange account to his Outlook 365, and he has never used Outlook before (as he says). So, when he opens his Outlook and/or adds a new Profile through Control Panel > Mail, he keeps looping between these 2 screens.
The user indicated that he has already run and accepted all Windows updates.
I will be logging into his computer, is there anything specific what I need to look for, or do in this situation? Firewall?
Any help would be appreciated.
Thank you!
What does ipconfig /all show? Maybe he put in a DNS entry or changed something here.
Do ipconfig /flushdns then nslookup to check if the computer is resolving Microsoft 365 servers.
Firewall is easy enough to test, either completely reset or disable while testing.
ASKER
What is the Exchange Online server that I can ping against?
Side note, he is able to access OWA through www.office.com
ASKER
What am I looking for with ipconfig /all ?probably nothing since you confirmed he can access through the portal. Which is a good indication DNS is working correctly. I wanted to make sure he didn't put in a secondary DNS.
What is the Exchange Online server that I can ping against?not ping I'd recommend doing nslookup from a DOS command prompt. Make sure DNS is resolving, which it appears to be fine since you can access via the portal. Oh, ipconfig /flush dns flushes out the DNS cache.
With option 2...all your data is fine, just make sure to close out and save first. It only removes MS Office and the registry settings. Microsoft has had allot of complaints over the years when MS Office ends up having serious issues due to all the different versions, they created a pretty good mess so it's nice they made a tool to clean it up.
ASKER
ASKER
Following a prompt from the Microsoft troubleshooting page, I downloaded and tried their Support and Recovery Assistant.
It ran some checks, did some diagnostics and seemed to think everything was fine.
Here is the window it displayed when finished its troubleshooting. Note that the Autodiscover item is checked. (?)
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1. We're ready to set up your Office 365 email in Outlook. Click Yes when you're ready. Click No to skip.
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I clicked, "yes", that I was ready to set up Outlook, and it gave me the following window to Choose Profile:
I tried using "outlook" as suggested, I tried creating new profile from this "New" button, I tried "Properties" (which led to me to that larger window that you directed me to before where I can select "New" to make a new profile).
All actions led to same message that says Outlook could not set up the account.
For what it's worth, I attached the log file that the SARA made.
SaraLog-20220309-0-0.log
~~~~~~~~
As well, user states that he has a Custom toolbar in Excel, will he loose that if we do the Option #2 Removal?
C:\Users\<username>\AppData\Local\Microsoft\Outlook
ASKER
I deleted all *.ost files, and even renamed
C:\Users\<username>\AppData\Local\Microsoft\Outlook
to
C:\Users\<username>\AppData\Local\Microsoft\Outlook.bak
after, I added a new profile, and of course it created blank Outlook folder. When I tried adding the Exchange address it gave me the below screen
This is, of course, the POP3/IMAP dialog, and the server points to the old server. When I add his account on my computer, I get the following pop up, which I never get on his computer.
Of course, on my computer his Exchange account works normally. But somehow, his computer is preset to the old server.
- Go to your Registry Editor
- Go to Computer\HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Common\Internet\UseOnlineContent
- Set the value to 0.
Unexpected Autodiscover behavior when you have registry settings under the \Autodiscover key
ASKER
=============
Computer\HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Common\Internet\UseOnlineContent
Does not exist
============
HKEY_CURRENT_USER\Software\Microsoft\Office\x.0\Outlook\AutoDiscover
Has only one entry (Default) with no value.
============
HKEY_CURRENT_USER\Software\Policies\Microsoft\Office\x.0\Outlook\AutoDiscover
Has only one entry (Default) with no value.
ASKER
https://docs.microsoft.com/en-us/outlook/troubleshoot/profiles-and-accounts/unexpected-autodiscover-behavior
HKEY_CURRENT_USER\Software\Policies\Microsoft\Office\x.0\Outlook\AutoDiscover
Has only one entry (Default) with no value.0 = Disabled
1 = Enabled
From the article:
To resolve this problem, review the Autodiscover-related registry data you may have on your Outlook client, and ensure the data is configured correctly. Also, if you are unsure if the registry data is needed, consider changing the data for any of these registry values to zero (0), and then test Outlook to see if you experience a difference in Autodiscover.
ASKER
Per your email, I changed the first registry key (shows new value):
but the second one you listed, I don't have.
Is it an issue that the user does not have the 2nd?
ASKER
https://support.microsoft.com/en-us/office/resolve-outlook-for-windows-issues-with-automated-troubleshooting-tools-38e2342d-3527-4190-8754-a82d8b970fe2