Article ID: 2404385 - View products that this article applies to.
When you test by using the Microsoft Remote Connectivity Analyzer, the following error message may be returned:
An encrypted connection to your mail services is not available
This issue occurs for one of the following reasons:
Autodiscover cannot process the given e-mail address. Only mailboxes and contacts are allowed.
(http://office.microsoft.com/redir/HA102818686.aspx). For help in connecting Outlook to a third-party service, contact your third-party mail provider.
If you're using a custom domainTo resolve this issue if 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 issue, go to the next method.
Method 1: Run Office 365 Desktop SetupFirst, 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, run Office 365 Desktop, and make sure that you install all the required updates. For more information about Office 365 Desktop, go to Set up my current Office desktop programs to work with Office 365 for business
For more information about how to set up Outlook for Office 365, go to the following Microsoft websites, and then click the link that matches the version of Outlook that you're running:
Method 2: 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.
Use Microsoft Remote Connectivity AnalyzerTo use Remote Connectivity Analyzer to test whether Exchange Autodiscover is working correctly, follow these steps:
Method 3: Make sure that the user's attributes in Active Directory are set correctlyWarning This procedure requires Active Directory Interfaces Editor (ADSI Edit). Using ADSI Edit incorrectly can cause serious problems that may require you to reinstall your operating system. Microsoft cannot guarantee that problems that result from the incorrect use of ADSI Edit can be resolved. Use ADSI Edit at your own risk.
Use ADSI Edit (or a similar tool for editing Active Directory) to determine 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.
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After the correct values are set for these attributes, force directory synchronization
(http://technet.microsoft.com/en-us/library/jj151771.aspx#BKMK_SynchronizeDirectories)to occur, and then try to set up the user's email account in Outlook.
If you're not using a custom domainIf 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 default Office 365 email address in the form of <user>@<domain>.onmicrosoft.com (for example, firstname.lastname@example.org) and your Office 365 password.
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 will be updated accordingly with the new location of your mailbox server.
Microsoft doesn't support manually setting up a profile in Outlook for connectivity to mailboxes in Exchange Online in Office 365. However, we can help you complete other tasks, such as setting up DNS and Autodiscover records (as discussed in Method 2). This lets you set up your account through the supported methods.
Article ID: 2404385 - Last Review: January 29, 2015 - Revision: 56.0