Article ID: 2679626 - View products that this article applies to.
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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:
Note This error message can vary depending on the device that you use.
Unable to connect to server
This problem occurs if the mobile device does not fully support certain Exchange ActiveSync protocol requirements for redirection.
Microsoft has confirmed that this is a problem in the Microsoft products that are listed in the "Applies to" section.
For Microsoft Office 365 Pre-UpgradeTo 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 firstname.lastname@example.org, enter email@example.com.
Step 1: Manually set the server setting on the mobile device to m.outlook.comOn 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.
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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) serverSet 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:
Step 3: Manually set the server setting on the mobile device to use the host nameSet 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:
Step 4: Try a different email application on the mobile deviceTry 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 365For assistance in setting up e-mail for your mobile device and the current version of O365, go to the following Microsoft website:
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.aspxDevices 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:
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.
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Article ID: 2679626 - Last Review: November 23, 2013 - Revision: 14.0