- The wrong email address was entered on the Auto Account Setup page of the Add New Account Wizard in Outlook.
- The required updates for Outlook to automatically connect to Exchange Online aren't installed for the version of Outlook that you're running.
- The Autodiscover CNAME record for your domain doesn’t exist or isn’t set up correctly.
- In organizations that use Active Directory synchronization, the mail, mailNickname, displayName, and proxyAddresses attributes are not set up correctly for the synced user in the on-premises Active Directory.
Method 1: Run Office 365 Support and Recovery AssistantInstall and run Microsoft Office 365 Support and Recovery Assistant. For more information, see Fix Outlook account problems in Office 365.
If you're using a custom domainIf Method 1 doesn't resolve the problem, and you're using a custom domain with Office 365, use the following methods in the order in which they're listed. If the first method doesn't resolve the problem, go to the next one.
Method 2: Upgrade to the latest version of OutlookFirst, make sure that you enter the correct email address and password on the Auto Account Setup page of the Add New Account Wizard in Outlook.
If you're using Outlook 2010 or an earlier version, upgrade to the latest version of Outlook. For more information, see Download and install Office using Office 365 for business on your PC.
For more information about how to set up Outlook for Office 365, see the following resources:
Note If this method doesn’t resolve the problem, go to Method 3.
Method 3: Make sure that the Autodiscover CNAME record is set up correctlyThe Autodiscover CNAME record must exist and must be set up correctly. We strongly recommend that you set up Exchange Autodiscover when you are using Outlook to connect to Exchange Online mailboxes. Setting up Autodiscover and other related DNS records is required for Outlook connectivity in Exchange Online. Administrators can use the Domain Troubleshooting Wizard in Office 365 or Microsoft Remote Connectivity Analyzer to confirm that the records are set up correctly.
Use the Domain Troubleshooting Wizard in Office 365To use the Domain Troubleshooting Wizard in Office 365, follow these steps.
- Sign in to the Office 365 portal (https://portal.office.com) by using an administrator account.
- Click Admin to open the Office 365 admin center.
- In the left navigation pane, click Domains, select the domain name that's used by the affected user, and then click Troubleshoot to start the wizard.
Use Microsoft Remote Connectivity AnalyzerTo use Remote Connectivity Analyzer to test whether Exchange Autodiscover is working correctly, follow these steps:
- In a web browser, browse to the Microsoft Remote Connectivity Analyzer tool at the following website:
- Complete all the required fields on the form, and then click Perform Test.
- When the test is finished, determine whether it's successful.
- If the test is successful, Autodiscover is working correctly.
- If the test fails, verify that the Autodiscover service is set up correctly. For more information, see the following resources:
- If all mailboxes in your organization are in Exchange Online, add an Autodiscover CNAME record. For more information, see Create DNS records for Office 365 at any DNS hosting provider and External Domain Name System records for Office 365.
- If you have an Exchange hybrid deployment, set up the Autodiscover public DNS records for your existing SMTP domains to point to an on-premises Exchange server. For more information, see Hybrid deployment prerequisites.
Method 4: Make sure that the user's attributes in Active Directory are set correctlyYou can use the Get-RemoteMailbox cmdlet to determine the whether the following attributes are set correctly for the user. Common issues occur when a value is not set for one or more of these attributes. The following is an example of the correct attributes.
|emailAddresses||SMTP: email@example.com X400:c=us;a= ;p=First Organization;o=Exchange;s=Bremer;g=Ted|
To update these attributes, you can use the Set-RemoteMailbox cmdlet.
After the correct values are set for these attributes, force directory synchronization to occur, and then try to set up the user's email account in Outlook.
If you're not using a custom domain
Method 2: Use the Add New Account Wizard in OutlookIf Method 1 doesn't resolve the problem, and you’re not using a custom domain together with Office 365, you can use the Add New Account Wizard in Outlook to set up your Outlook profile by using the default "onmicrosoft.com"-based email address that’s associated with users’ Exchange Online mailboxes when you signed up for Office 365. When you use the Add New Account Wizard to set up a new mail profile, you specify your Office 365 password and your default Office 365 email address in the form of <user>@<domain>.onmicrosoft.com (for example, firstname.lastname@example.org).
This method is supported and works for customers who may not plan to have their own vanity or custom domain. This method also supports Autodiscover. If your mailbox server location changes, Outlook is updated accordingly by using the new location of your mailbox server.
For more information, see the following Microsoft Knowledge Base articles:
- 977968 Users cannot use Outlook Anywhere to open a shared mailbox that was moved to Exchange Server 2010
- 2555008 How to troubleshoot free/busy issues in a hybrid deployment of on-premises Exchange Server and Exchange Online in Office 365
Article ID: 2404385 - Last Review: Aug 31, 2017 - Revision: 3