How to update Autodiscover settings to troubleshoot Outlook issues that occur after the transition from BPOS-S to Office 365

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Article ID: 2644437 - View products that this article applies to.
Not sure what release of Office 365 you're using? Go to the following Microsoft website:
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INTRODUCTION

Note This article applies to cloud-only deployments of Microsoft Exchange Online in Microsoft Office 365. For hybrid deployments in which you're using an on-premises Microsoft Exchange Server solution and together with Exchange Online in a co-existence scenario, you may have to take additional steps to resolve this issue.

This article contains information about how to troubleshoot issues that may occur in Microsoft Outlook after Microsoft transitioned you from Microsoft Business Productivity Online Standard Suite (BPOS-S) to Office 365. Specifically, this article describes how to update Autodiscover settings to resolve issues in which you may experience one or more of the following symptoms in Outlook after the transition to Office 365:
  • Users can't see the free/busy information of other users in Exchange Online.
  • Users can't configure the Out of Office Assistant for their mailbox.
  • Users can't download the Offline Address Book.
  • Users can't expand distribution lists in Outlook.
  • Users can't connect their account to Outlook and are repeatedly prompted for authentication.
These issues may occur if Microsoft transitioned you to Office 365, and users haven't signed in to the Microsoft Online Services Sign In Assistant since you were transitioned. Or, these issues may occur if you performed a self-transition to Office 365.

PROCEDURE

Important This section contains steps that tell you how to modify the registry. However, serious problems might occur if you modify the registry incorrectly. Therefore, make sure that you follow these steps carefully. For added protection, back up the registry before you modify it. Then, you can restore the registry if a problem occurs. For more information about how to back up and restore the registry, click the following article number to view the article in the Microsoft Knowledge Base:
322756 How to back up and restore the registry in Windows

To resolve this issue, follow these steps:

Step 1: Verify Exchange Autodiscover DNS

For more information about how to verify Exchange Autodiscover DNS, go to the following article on the Microsoft TechNet website:

DNS troubleshooting for Exchange Online
Also, make sure that the Autodiscover CNAME record is created correctly for your email domain at your DNS host. For more information about the Autodiscover CNAME record, go to the following Microsoft website:

Use a CNAME Record to Enable Outlook to Connect

Step 2: Remove the Autodiscover registry entries

To have us remove the Autodiscover registry entries for you, go to the "Fix it for me" section. If you prefer to remove the Autodiscover registry entries yourself, go to the "Let me fix it myself" section.

Or, if you're an administrator, and you want to install the Fix it solution in silent mode, go to the "Install the Fix it solution in silent mode (for administrators only)" section.

Fix it for me
To remove the Autodiscover registry entries automatically, click the Fix it button or link. Then click Run in the File Download dialog box, and follow the steps in the Fix it wizard.

For Windows 8

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assets fixit1
Fix this problem
Microsoft Fix it 20099
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assets fixit2



For Windows 7, Windows Vista, Windows XP, Windows Server 2008 or Windows Server 2003

Fix this problem
Microsoft Fix it 50798
Install the Fix it solution in silent mode (for administrators only)
To install the Fix it solution in silent mode, you must be an administrator. If you install the Fix it solution in silent mode, and you want a restore point to be created before the solution is applied, use the following command:
msiexec /i MicrosoftFixit50798.msi /qn CREATE_RESTORE_POINT=TRUE
For example:
msiexec /i "C:\users\administrator\desktop\MicrosoftFixit5079.msi" /qn CREATE_RESTORE_POINT=TRUE


Notes
  • This wizard may be in English only. However, the automatic fix also works for other language versions of Windows.
  • If you aren't on the computer that has the problem, save the Fix it solution to a flash drive or a CD, and then run it on the computer that has the problem.
  • The Fix it solution creates a restore point before it deletes any registry entries from the computer. To reverse changes that are made by the Fix it solution, restore the computer to the restore point that was created by the Fix it solution.
Then, go to the "Did this fix the problem?" section.

Let me fix it myself
  1. Click Start, click Run, type regedit, and then click OK.
  2. Do one of the following:
    • If you're running Microsoft Outlook 2010, locate the following registry subkey:
      HKEY_CURRENT_USER\Software\Microsoft\Office\14.0\Outlook\AutoDiscover
    • If you're running Microsoft Office Outlook 2007, locate the following registry subkey:
      HKEY_CURRENT_USER\Software\Microsoft\Office\12.0\Outlook\AutoDiscover
  3. Delete the following registry entries, if they exist:
    • PreferLocalXML
    • ExcludeHttpRedirect
    • ExcludeHttpsAutodiscoverDomain
    • ExcludeHttpsRootDomain
    • ExcludeScpLookup
    • ExcludeSrvLookup
    • ExcludeSrvRecord
    • <NameOfYourDomain>.com and <NameOfYourDomain>.microsoftonline.com


Did this fix the problem?
  • Check whether the problem is fixed.
    • If the problem is fixed, you're finished with these steps.
    • If the problem isn't fixed, configure Outlook to work offline. Then, after one minute, reconfigure Outlook to work online. For more information about how to do this, go to the following article on the Microsoft Office website:
      Switch between working offline and online

      If the problem is still not fixed, visit the Office 365 Community website or contact support.
  • We would appreciate your feedback. To provide feedback or to report any issues with this solution, please leave a comment on the "Fix it for me" blog or send us an email message.

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

Properties

Article ID: 2644437 - Last Review: June 12, 2013 - Revision: 18.0
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 kbfixme kbmsifixme o365a o365e o365p o365m o365062011 pre-upgrade o365022013 after upgrade KB2644437

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