Outlook 2011 for Mac doesn't automatically set up your email server settings for Exchange Online in Office 365 pre-upgrade

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Article ID: 2459968 - View products that this article applies to.
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PROBLEM

When you use Microsoft Outlook 2011 for Mac in a Microsoft Office 365 pre-upgrade environment, your email server settings aren't automatically set up for Microsoft Exchange Online.

CAUSE

This issue occurs if one of the following conditions is true:
  • An incorrect email address is used.
  • The Autodiscover CNAME record for the email domain doesn't exist or is set up incorrectly.

SOLUTION

To fix this issue, use one or more of the following methods, as appropriate for your situation.

Method 1: Make sure that the correct email address is used

Make sure that the correct email address is entered in the Auto Account Setup window.

Method 2: Make sure that the Autodiscover CNAME record exists for your email domain

When Autodiscover is set up correctly, you can automatically set up Outlook for Mac 2011 to access your account by using only your email address and password. For info about how to create the Autodiscover CNAME record, go to the following Microsoft website:
Use a CNAME Record to Enable Outlook to Connect
Note DNS record changes can take up to 72 hours to populate through the Internet.

If you cannot change or add the Autodiscover CNAME record for Exchange Online, go to Method 3.

Method 3: Manually set up Outlook 2011 for Mac to connect to Exchange Online

Manually set up Outlook 2011 for Mac to connect to Exchange Online.
  1. Determine the name of the mailbox server. To do this, follow these steps:
    1. Sign in to the Office 365 pre-upgrade portal at https://portal.microsoftonline.com.
    2. Click Outlook to open Outlook Web App.
    3. In the upper-right corner of the page, click the Help icon (the question mark), and then click About.
    4. On the About page, make a note of the mailbox server name. You will need this for step 2.
  2. Connect Outlook 2011 for Mac to Exchange Online. To do this, follow these steps:
    1. Start Outlook 2011 for Mac, click Tools, and then click Accounts.
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      Screen shot of Accounts windows in Outlook 2011 for Mac
    2. Click Exchange Account.
    3. Type your email address in the E-mail address and User name boxes. Make sure that User Name and Password is selected as the authentication method in the Method box, enter your password in the Password box, and then make sure that the Configure Automatically check box is not selected. In the Server box, type the server name that you determined in step 1.

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      Screen shot of Enter your Exchange account information page
    4. Click Add Account. Your account is displayed in the left area of the window.
    5. You are prompted to let Outlook redirect to the correct Autodiscover URL. Make sure that you click to select the Always use my response for this server check box to prevent multiple prompts in the future, and then click Allow.

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      Screen shot of whether to let Outlook redirect to the correct Autodiscover URL selection
    6. Make sure that your settings are correct on the Accounts screen, and then type a description for your account. When you are finished, close the window.

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      Screen shot of Accounts page with all settings filled
    7. On the main Outlook screen, click Tools.

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      Screen shot of tools option in Outlook screen
    8. Under Online Mode, change to Online.

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      Screen shot of Offilne Mode

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      Screen shot of Online mode
    9. The Exchange Online account should now be online. It should start to synchronize your mailbox. To verify this, examine the status bar in the lower-right area of the Outlook 2011 for Mac window. The status should show as Connected to domain.
  3. The following steps are optional:
    1. On the Tools menu, click Sync Services, and then in the Sync Services window, click to select the Calendar, Contacts, Tasks, and Notes check boxes.
    2. In the Select the accounts to sync section, click the Exchange Online account, and then in the Outlook folder to add new items to box, select the account that is connected to Exchange Online.

MORE INFORMATION

Video: Troubleshooting Outlook for Mac 2011 Connection to Office 365 pre-upgrade

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uuid=734c6b66-8e5f-4db5-8bc7-e2b40957e00c VideoUrl=http://aka.ms/s0kiif
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assets video2

Still need help? Go to the Office 365 Community website.

Properties

Article ID: 2459968 - Last Review: September 6, 2013 - Revision: 22.0
Applies to
  • Microsoft Office 365 for enterprises (pre-upgrade)
  • Microsoft Office 365 for small businesses  (pre-upgrade)
  • Microsoft Office 365 for education  (pre-upgrade)
  • Microsoft Exchange Online
Keywords: 
o365 o365a o365e o365p kbgraphxlink o365062011 pre-upgrade kbgraphic KB2459968

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