Your Office 365 email account is not automatically set up on your Google Android device or on your Apple iOS-based device through the Autodiscover service

Article translations Article translations
Article ID: 2679626 - View products that this article applies to.

Not sure which release of Office 365 you're using? Go to the following Microsoft website:
Am I using Office 365 after the service upgrade?
Expand all | Collapse all

On This Page

PROBLEM

When you connect to Microsoft Exchange Online in Microsoft Office 365 over Microsoft Exchange ActiveSync, your Office 365 email account is not automatically set up on your Google Android device or on your Apple iOS-based device (such as an iPhone or an iPad) through the Autodiscover service. Also, you cannot access your Exchange Online mailbox from your mobile device.

When this problem occurs, you may also receive an error message that resembles the following:

Unable to connect to server
Note This error message can vary depending on the device that you use.

CAUSE

This problem occurs if the mobile device does not fully support certain Exchange ActiveSync protocol requirements for redirection.

STATUS

Microsoft has confirmed that this is a problem in the Microsoft products that are listed in the "Applies to" section.

WORKAROUND

For Microsoft Office 365 Pre-Upgrade

To work around this problem, follow these steps. After you follow each step, test to see whether the problem is resolved. If the problem is resolved, you do not have to continue to the next step. If it problem is not resolved, go to the next step.

Important In each of these steps, make sure that you enter your Office 365 email address as your user name. Do not enter only your alias. For example, if your email address is johnsmith@contoso.com, enter johnsmith@contoso.com.

Step 1: Manually set the server setting on the mobile device to m.outlook.com

On the mobile device, access the server settings for Microsoft Exchange Server, and then set the server setting to m.outlook.com.

The following screen shot shows an example of the server settings on the mobile device.

Collapse this imageExpand this image
screen shot of server settings shows an example of the server settings on the mobile device


Connect to your account, and then test to see whether the problem is resolved. If the problem is not resolved, go to step 2.

Step 2: Manually set the server setting on the mobile device to use the Post Office Protocol (POP) server

Set the server setting on the mobile device to use the POP server that Outlook Web App uses. To determine the POP server, follow these steps:
  1. On a computer, sign in to the Office 365 portal, and then click Outlook to open Outlook Web App.
  2. In the upper-right corner of the page, click Options, and then click See All Options.
  3. On the My Account tab, click Settings for POP, IMAP, and SMTP access.
  4. Under POP setting on the webpage, note the server name that is listed next to Server name. The following screen shot shows an example.

    Collapse this imageExpand this image
    Screen shot of POP setting under protocol settings


    Use the server name that is displayed next to Server name under POP setting as the Exchange server setting on the mobile device.

    Note Although the setting is listed as the server name for POP, the setting is also an endpoint for Exchange ActiveSync.
Test to see whether the problem is resolved. If the problem is not resolved, go to step 3.

Step 3: Manually set the server setting on the mobile device to use the host name

Set the server setting on the mobile device to use the host name that Outlook Web App uses. To determine the host name, follow these steps:
  1. On a computer, sign in to the Office 365 portal, and then click Outlook to open Outlook Web App.
  2. In the upper-right corner of the page, click the Help icon (the question mark), and then click About.
  3. On the About page, note the entry that is listed next to Host name. The following screen shot shows an example.

    Collapse this imageExpand this image
    Screen shot of Host name example


    Use the server name that is displayed next to Hostname as the server setting on the mobile device.
Test to see whether the problem is resolved. If the problem is not resolved, go to step 4.

Step 4: Try a different email application on the mobile device

Try to use a different email application on the mobile device. Some Exchange ActiveSync applications can handle redirection even if the device does not support the redirection command.

For Microsoft Office 365

For assistance in setting up e-mail for your mobile device and the current version of O365, go to the following Microsoft website:

http://office.microsoft.com/client/15/help/home?Shownav=true&lcid=1033&ns=OLWAO365E&ver=15&v=15.0.775.5&mode=Desktop&helpid=ms.exch.owao.EmailOnMobilePhone

More information

For more information about this problem and about how mobile devices connect to Exchange Online in Office 365, go to the following Microsoft website:
http://blogs.technet.com/b/exchange/archive/2012/02/07/cross-site-redirection-exchange-activesync-clients-in-office-365.aspx
Devices that are part of the Exchange ActiveSync Logo Program support redirection and do not experience this problem. For more information about the Exchange ActiveSync Logo Program, go to the following Microsoft website:

http://blogs.technet.com/b/exchange/archive/2011/04/13/announcing-the-exchange-activesync-logo-program.aspx

The third-party products that this article discusses are manufactured by companies that are independent of Microsoft. Microsoft makes no warranty, implied or otherwise, about the performance or reliability of these products.

The information and the solution in this document represents the current view of Microsoft Corporation on these problems as of the date of publication. This solution is available through Microsoft or through a third-party provider. Microsoft does not specifically recommend any third-party provider or third-party solution that this article might describe. There might also be other third-party providers or third-party solutions that this article does not describe. Because Microsoft must respond to changing market conditions, this information should not be interpreted to be a commitment by Microsoft. Microsoft cannot guarantee or endorse the accuracy of any information or of any solution that is presented by Microsoft or by any mentioned third-party provider.

Microsoft makes no warranties and excludes all representations, warranties, and conditions whether express, implied, or statutory. These include but are not limited to representations, warranties, or conditions of title, non-infringement, satisfactory condition, merchantability, and fitness for a particular purpose, with regard to any service, solution, product, or any other materials or information. In no event will Microsoft be liable for any third-party solution that this article mentions.

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

Properties

Article ID: 2679626 - Last Review: November 23, 2013 - Revision: 14.0
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 o365m o365062011 pre-upgrade o365022013 after upgrade kb3rdparty kbgraphic KB2679626

Give Feedback

 

Contact us for more help

Contact us for more help
Connect with Answer Desk for expert help.
Get more support from smallbusiness.support.microsoft.com