How to configure an Exchange account and how to troubleshoot Exchange account connectivity issues in the Mail app in Windows 8 and Windows RT

Article ID: 2784275 - View products that this article applies to.
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Summary

This article introduces how to set up a Microsoft Exchange account, and how to troubleshoot connectivity issues with the Exchange account in the Mail app in Windows 8 and Windows RT.
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More information

Important You must have a Microsoft account to use the Mail app. For more information about Microsoft accounts, go to the following Microsoft websites:
What is a Microsoft account?
(http://windows.microsoft.com/en-US/windows-live/sign-in-what-is-microsoft-account)


Create a user account
(http://windows.microsoft.com/en-us/windows-8/create-user-account)

How to set up an Exchange account in the Mail app

To add an Exchange account to the Mail app, follow these steps:
  1. From the Start screen, tap or click the Mail app tile.

    Note If you do not sign in to Windows 8 or Windows RT with a Microsoft account, sign in to the Mail app with a Microsoft account.
  2. From the Mail app, swipe in from the right edge of the screen, and then tap Settings. Or, if you are using a mouse, point to the upper-right corner of the screen, move the mouse pointer down, and then click Settings.
  3. Tap or click Accounts.
  4. Tap or click Add an account.
  5. Tap or click Outlook Exchange, Office 365, Outlook.com.
  6. Enter your email address and password.
  7. Tap or click Connect. If you receive a message about PC security, tap or click Enforce these policies.

    Note If the email account is not found and you receive the following error message, complete the remaining steps to add the account:
    We couldn’t find settings for Email address. Provide us with more info and we’ll try connecting again
  8. Click or tap Show more details.
  9. Enter the server address, your domain name, and your user name.

    Note If you are not sure about the values, please contact your email provider or system administrator.
  10. Tap or click Connect.
For more information about the Mail app in Windows 8, go to the following Microsoft websites:
Set up email in Windows 8 Mail
(http://office.microsoft.com/en-us/web-apps-help/set-up-email-in-windows-8-mail-HA102834576.aspx)


Supporting Windows 8 Mail in your organization
(http://blogs.technet.com/b/exchange/archive/2012/11/26/supporting-windows-8-mail-in-your-organization.aspx)

How to troubleshoot an issue in which the Mail app cannot connect to the Exchange server

Issue description

If the Mail app cannot connect to the Exchange server, you receive the following error message:
Unable to connect. Ensure the information entered is correct

Email address is unavailable

Note This issue may occur because the Mail app cannot connect to the Exchange server by using self-signed certificates. Contact your system administrator to resolve this issue.

Resolution

A system administrator can use one of the following methods to resolve this issue.
Method 1: Install a certificate on the server that is signed by a Microsoft-trusted root certification authority (CA)
This enables the Exchange server to work for all clients without prompting. For more information about trusted root CAs, go to the following Microsoft TechNet websites:
Windows Root Certificate Program overview
(http://social.technet.microsoft.com/wiki/contents/articles/3281.introduction-to-the-microsoft-root-certificate-program.aspx)


Windows Root Certificate Program - Members List (All CAs)
(http://social.technet.microsoft.com/wiki/contents/articles/2592.aspx)
Method 2: Install a self-signed certificate or an untrusted root CA certificate on a device
This enables the Exchange server to work for Windows 8 devices that have the certificate installed.

Note To install a self-signed certificate for a domain’s CA, the administrator must provide a certificate file (.cer). The certificate can be installed into the trusted root CA store for either of the following:
  • For the current user - This option does not require administrator rights, but must be completed for each user on the device.
  • For the local device - This option requires administrator rights, and has to be completed only one time for a device.
The user or the system administrator can use the .cer file to install the certificate. If you are a user and you need assistance about how to do this, contact your system administrator.

To install the certificate, use one of the following methods:
  • Command-line tool
    1. Open an elevated command prompt. To do this, follow these steps:
      1. Swipe in from the right edge of the screen, and then tap Search. Or, if you are using a mouse, point to the lower-right corner of the screen, and then click Search.
      2. In the search box, type command prompt.
      3. Swipe across or right-click the displayed Command Prompt icon.
      4. Tap or click Run as administrator.
    2. Run the following command at the elevated command prompt:
      certutil.exe -f -addstore root <name_of_certificatefile>.cer
    Note This command installs the certificate for all users on the device.
  • User interface
    1. Double-click the certificate file. A certificate dialog box appears.
    2. Click Install Certificate. A Certificate Import Wizard window opens.
    3. Select the option to install the certificate for either the current user or for the local device.
    4. Select Place all certificates in the following store.
    5. Click the Browse button to open the store selection dialog box.
    6. Select Trusted Root Certification Authorities.
    7. Select the store, and then click Ok. You are returned to Certificate Import Wizard dialog box, and both the certificate store and the certificate to be installed into that store are displayed.
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References

For more information about the Mail app, go to the following Microsoft TechNet website:
Supporting Windows 8 Mail in your organization
(http://blogs.technet.com/b/exchange/archive/2012/11/26/supporting-windows-8-mail-in-your-organization.aspx)
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Properties

Article ID: 2784275 - Last Review: December 10, 2012 - Revision: 1.0
Applies to
  • Windows 8
  • Windows 8 Enterprise
  • Windows 8 Pro
  • Windows RT
Keywords: 
kbprb kbexpertiseadvanced kbsurveynew KB2784275
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