Fix Outlook connection issues

Fix Outlook connection issues

(!) Solutions for the most common issues with Outlook are listed below. To help identify and solve your issue, try the Outlook connectivity troubleshooter, the Office 365 Best Practices Analyzer for your PC or the Mail Flow Guided Walkthrough.

There are a few things that can cause issues. The most common cause seen by Support is an outdated operating system or software, so you should check that first. If that meets requirements, continue to go through the steps below in order. Test your Outlook connection between each step. If you've completed the steps below and are still having issues, post the details of your situation to this discussion in the Email and calendar forum.

Important: If your tenant is being upgraded, it may take over 48 hours to complete that upgrade. If you have questions about your upgrade, see Office 365 Service Upgrade Center for Enterprise or Office 365 Service Upgrade Center for Small Business. If you have questions about what to expect while your tenant is being upgraded, read the Guide to the Office 365 Service Upgrade for 2013.

Step 1. Make sure that your operating system and software is up to date

  1. Check the version of your software and your operating system to see if they meet the minimum requirements for Office 365. There’s a list of all the minimum software requirements located here. If the versions that you are using aren’t supported, you’ll need to upgrade. You can continue to send and receive email and manage your calendar and contacts in Outlook Web App.
  2. If your operating system and software meet requirements, you might just need to install a software update for Outlook. Run Windows Update to install the latest patches and feature updates. 

Step 2. Repairing your Outlook profile may resolve your connection issue

 How do I repair my Outlook 2007 profile?

  1. In Outlook 2007, on the Tools menu, click Account Settings.
  2. In the Account Settings dialog box, on the E-mail tab, select your account, and then click Repair. Follow any prompts from the repair wizard.
  3. When the repair is done, restart Outlook 2007.

How do I repair my Outlook 2010 or Outlook 2013 profile?

  1. In Outlook 2010 (or Outlook 2013), on the File tab, click the arrow next to Account Settings, and then click Account Settings.
  2. In the Account Settings dialog box, on the E-mail tab, select your account, and then click Repair. Follow any prompts from the repair wizard.
  3. When the repair is done, restart Outlook 2010.

For more details on how to repair your Outlook profile including instructions for other Outlook clients go to
http://support.microsoft.com/kb/2847916.

Step 3. Verify Connectivity and Autodiscover settings

Use the Microsoft Remote Connectivity Analyzer to test Autodiscover for your account. If you have repaired your Outlook profile and are still experiencing issues, administrators can follow the directions in this link to correct the Autodiscover DNS settings. If you need help with this diagnostic tool, you can read more about how to use it for troubleshooting email problems here

Step 4. Still having connectivity problems?

Have you tried the Outlook connectivity troubleshooter? This tool can help guide you through diagnosing and resolving Outlook issues.   You can also run the Office 365 Best Practices Analyzer for your PC 

 

If you have completed the steps above, but are still experiencing connectivity issues with Microsoft Outlook, please contact Support.

To submit a new service request or to find a phone number for your country or region, sign in to Office 365. On the Admin Overview page, on the left pane, under Support, click Overview.

 

Have you tried the Outlook connectivity troubleshooter? This tool can help guide you through diagnosing and resolving Outlook issues.

 

4 out of 37 people found this post helpful.

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Comments
  • Has anyone had success with these suggestions? We are still having zero success with getting the newly downloaded Office 2010 Professional to work. We can connect with the POP settings but autodiscover is not working, so syncing folders, meetings and etc is useless. We have followed every instruction provided by Microsoft. We have sent a request for help and no one replied. Now our mobile accounts have failed after updates. We are not idiots, we maintain a network of servers running both Microsoft Server Software and Linux.  I also don't want to use Microsoft's cute little templates, we have logos and graphics that we have spent big money on that are now useless. The OWA app sucks. We are in business to do business, not become Microsoft FUp's trouble shooters. Is there anyone with a real answer that gets results? We are totally fed up with this upgrade!

  • Outlook was disconnected after the upgrade. The profile repair did it for me, thanks.

  • Upgraded yesterday and a disaster since then. Most users are getting prompted for their passwords repeatedly one reports he needs to enter it15 to 20 times it then connects and works as it should for about 30 minutes before the problem starts again.

    I have one user who has indicated his Blackberry has now stopped synchronising is this also related to the upgrade?

    Can we downgrade again till MS sort it out?

  • Same issue as the rest of you. I sucessfully set up 23 users but the 24th - no dice. Same thing as the rest of you- keeps asking for the user password and never connects to Exchange. I too have put in a service request only to here "NOTHING" back...if it's this frustrating for us IT Genius's imagine the toll it takes on the common user! Come on Microsoft, time to pull your head out of your *ss and get your sh*t together!

  • same problem here. Today we have a good amount of users not able to connect via outlook. This is crazy stupid.

  • These steps didn't help.  Last week it was 4 users who couldn't connect and everyone else was fine. Today it's a different user and the last weeks' users are fine.  I've found if I do nothing eventually the issue sorts itself out and the user can connect.  Exchange Online seemed pretty solid .... before the "Upgrade".  Now, not so much.

  • I was able to fix my MS Outlook 2007 and 2010 following this procedure.

    www.whaddya.com/.../how-to-configure-ms-outlook-2010-for.html

    Let me know if this help you because Microsoft upgrade guide didn't. :(

  • Are you still experiencing Outlook issues? There has been a concerted effort from the Office 365 team to identify and resolve these issues. If you're still experiencing issues, please post in the Email and calendar forum, or contact Support directly.

  • Same issue for me at the last 3 months.

    i Moved 6 domains to the OFFICE365 and i am so sorry now.

    the only option to solve this issue that they was given is to create new profile everytime that i want to add new account to outlook

    Microsoft fix this issue with the autodiscover before i leave this service!!!!!

  • A couple things I have done to fix this issue (not so much with existing users, but new additions) is to add an "autodiscover" line to the HOSTS file.  If that doesn't work, try blowing away the profile and recreating it with manual settings outlined below.

    You will need to grab the GUID from the Office 365 Exchange Server with the following command in the Remote PowerShell... Get-Mailbox "[email address]" | FL ExchangeGuid.  Then add that GUID to the server name followed by your domain name (i.e. ads-fasd-asd-asdfa-d-adsf-asdf@domain.com), then email address of the user for the user name (as you would if you were logging into the portal).

    BEFORE CLICKING "CHECK NAME"... Click on the "More Settings" button in order to set the Logon network security (Security Tab) to "Anonymous Authentication" and select the "Connect to Microsoft Exchange using HTTP" checkbox.  After selecting the checkbox, click the "Exchange Proxy Settings..." and add "outlook.office365.com" (no quotes) in the first textbox (Use this URL to connect...) then "msstd:outlook.com" (again.. no quotes) in the second textbox (Only connect to proxy servers...).  Select the remaining two checkboxes for "connect using HTTP first" and set the Proxy authentication to "Basic Authentication".

    Click "OK", "OK", "Check Name"... once the User Name underlines... you're golden!

    This method has worked for me without further issue.  GOOD LUCK!

    J.

  • I've had users have the password problem since we moved from internal email to O365 and I found that it was the GoToMeeting add in that was the problem.

    Uninstalling GTM and reinstalling the latest version fixed that.

  • Why has this only affected Outlook 2013? In our situation, we're not having any problems on the 2 machines running Outlook 2010. All the problems we're having (email stuck in outbox and Outlook not syncing to SharePoint Contacts list) are only seen in Outlook 2013.

  • Disappointed that I am having issues with Outlook 2013 since being upgraded to wave 15.  I have followed these instructions (repair) and now I cannot connect to exchange to exchange 365 - stuck with trying to connect.....    I have run the exchange remote connectivity analyser and everything is green (ie OK) what next ?

  • I found I had to change my DNS settings to include the word "protection".  Seems better now, but I will continue to monitor the situation.  Previous DNS settings had worked for over a year without a problem until migration took place to wave 15.

  • No still having issues - now getting "Outlook is trying to retrieve data from Microsoft Exchange Server DBXPRD0510.mailbox.outlook.com". Have deleted profile and re-created it - no improvement.  OWA would appear to be working.

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