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

    My phone with Android 2.3.6 OS successfully connected to exhange while outlook is not capable of even finding it :) Thanx MS for this upgrade disaster

  • We use Office 365 with Outlook 2010 client and have found the problem is related to the auto-mapping feature introduced in SP1, i.e., if you are given full access to a mailbox then the mailbox is automatically added to the Outlook navigation pane. Users who do have access to any additional mailboxes do not experience any connection problems.

    Our workaround until Microsoft fix this problem is to revoke all access to the mailbox via powershell then add the full access permissions using the '-Automapping $false' switch. This grants the permissions but does not automatically add the mailbox to the navigation pane. Then, from within the Outlook client, manually add the mailbox via the Account Settings options (File > Info > Account Settings > Account Settings > Change > More Settings > Advanced).

    We have sucessfully applied this workaround to multiple PC's which now no longer suffer the connection problem. Once a fix is confirmed we will be removing this workaround and reverting back to using auto-map.

    I hope this helps.

  • What do I do now:

    Confirm that you own jmslawyers.com

    Sorry, we couldn't add the domain

    jmslawyers.com is a subdomain of a domain that was already added and verified by another customer, so you can't add it to your account.

    If you are not sure how to do this, ask a question in the Office 365 community. Include this error message so others can help with the issue.

  • I just called support regarding my connectivity problems post upgrade. I was told I could either transfer to the next available agent (and that the current wait time is 1.5 HOURS), or could be called back any time in the next 24 hours (day or night) to troubleshoot my issue.

    This is the worst support I have ever HEARD of. Beware of the upgrade to Office 365!

  • I have experienced nothing but problems. I am a Mac user who switched from Google Apps. Prior to the upgrade, all of my software worked without issue for months with Office 365 and I was quite happy. Now that they upgraded my account, I am asked for my password every few hours. It will work fine for a few days or a few minutes in the desktop client, then suddenly I get a login failed error or won't be able to send an email. If I sign in to the Outlook Web App, my messages I've been waiting on are right there. Sometimes it is just SMTP that says my login is incorrect. Here's the rigmarole: Save as a Draft in desktop (since that apparently uses a different server), open browser, open up Web App, login (proving the login is obviously correct and the error is bogus), open draft, click Send. Ridiculous!

  • @DTM-73 - thanks for the tip. Removing my auto-mapped mailbox permissions resolved the issue for me. Hope this helps someone else, too. MS appeared to not know about this issue.

  • Although I was able to plow through all the problems and manually configure 95% of the 180 users we migrated, I was astounded at the technical/performance issues of 365.  I had more downtime in 2 weeks than in 2 years of an onsite Exchange server.  Oh, and if you have a deep public folder tree, good luck -- I can't even propagate permissions, as it times out every time!  I was the guy at my company pushing for 365 for over a year, and now that we have it, I look like an idiot for shelling out thousands of dollars for poor performance and the inability to fix/troubleshoot the regular influx of problems because they are on Microsoft's end.  

    Example: One single user not receiving mail.  I spend several hours figuring out why.  Finally submit support ticket.  Hours later, MS posts a report of the "mail delivery" issue on the 365 Dashboard.  Told to wait 5 business days for analysis report.  Rinse, repeat.  Four similar events in two weeks....

    Oh, and the 5 million password prompts for users who happen to have a calendar shortcut for a non-migrated user in Outlook....  Awesome.

    We switched from Novell to office365 and the problems are insurmountable. We have around 2000 staff with roughly 6-700 users configured to use outlook 2010. We were finally getting the kinks worked out, having been manually configuring lync and outlook 2010, but this update to OWA has not only set us back nearly a years worth of work but has compounded the issues with interest....

    Server/Hostname used to be one of few possibilities such as by2prd####.outlook.com, ch1prd####.outlook.com, and about 4-5 others, this seems to now be an encrypted host name or IPv6 related, because this server address runs the lines of e34hjj2kl0lknd8gdqkba8lkja34q8q9@yourdomainnamehere.org and is unique per user...

    This is an atrocity with autodiscover pretty much non-existent, it works on rare occasions. Our best hopes to configure outlook in many and if not all cases is to use a users hostname to route the connection seemingly to the Microsoft server which it will then, when it feels like it, update itself to the proper hostname for that specific user.

    Users having to continually input their passwords have had their computers fully updated and outlook profiles removed and this fixes the issue for a time. We have users who get stuck with outlook 2010 saying "trying to connect" outbox gets hung and they can send and receive email about 4-5 times a day with 2-4 hour increments. It seems as though this update to OWA was to force users to use the OWA for monetary Microsoft gains for web traffic versus users accessing through outlook 2kXX.

    This is a big flop, no clear help from MSFT, Office 365 doesn't seem so affordable this morning.

  • Just want to add my voice to those who are pretty unimpressed with the recent "update."

    After trying all the so-called fixes, I still face the daily chore of continually entering my password.

    There's only so much time and effort I want to put into trying, and retrying, fixes that do not work...

  • We are having similar problems as reported in the comments below. One week it is one set of users another week different. Most of our issues have been on Outlook 2011 Mac which isn't really addressed in this article. The problem mostly when away when we changed our usernames to the format 'conglomo.onmicrosoft.com/username@yourcompany.com' but after 7-10 days the issue has returned. For me the Autodiscover test sometimes fails and sometimes passes, anyone else seeing that?

  • Convergtv, check your MX rwecord and CName with you domain host... I sent over an hour on the phone with MS and this is what they think is causing my issues, i am waiting to see if this fixes the problem

  • I can confirm Jhcollier (community.office365.com/.../default.aspx) fix worked for our small group of users. To provide a little more detail in case you guys are not familiar with PowerShell I have provided the following links to follow prior to following jhcollier detailed steps.

    Make sure you run PowerShell as an administrator and your policy is set to unrestricted. Then run the following steps and for the credential validation use your Office 365 Admin account: www.msdigest.net/.../how-to-remote-powershell-into-exchange-online-office-365 Once the modules are imported you can follow the remaining instructions jhcollier pasted below:

    PowerShell command: 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!

  • We have been experiencing this issue since the upgrade on the 31st of May.  Office 365 apparently has change the server our mobile devices have to access to outlook.office365.com.  That resolved the mobile access issue.  

    As for as outlook client (both 07 and 10') the quickest solution I have found is go in and reset the users passwords. Once that is done they do not have access issues any longer. I am unsure as to why but so far it has corrected the issues my users have had.

  • We tried all the solutions with no luck we have 40% of our staff begin disconnected on the desktop version since 6/5/13 around 4pm EST.  All are running Outlook 10 and only 1/3 running smart phone apps with it (of the ones not working)  Out of the 60% working it's about 50/50 for outlook 07 and outlook 10 and about half use the smart phone apps, so there is no rhyme or reason why certain ones are not working when others who have everything else the same are working.  we are all current on updates but nothing is fixing it.  All the smartphone connections are working even on the ones who's desktop connection are not.  We need some real fixes here MS.

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