Outlook can't connect to Exchange Online, or a user can't create new Outlook profiles in Office 365


PROBLEM
In Office 365, a user experiences one of the following issues:
  • Outlook can't connect to Exchange Online.
  • The user can't create new Outlook profiles.
CAUSE
Local network configuration issues may prevent access to Exchange Online servers, as in the following scenarios.
Scenario 1
The user is located in a restricted network environment that blocks port 443. To enable the following features, port 443 must be open:
  • Exchange Autodiscover service: this service sets up Outlook profiles.
  • Outlook Anywhere feature: this feature lets Outlook communicate with Exchange Online.  
Scenario 2
Network proxy configuration redirects clients to one particular Office 365 IP address range or URL.
SOLUTION
Scenario 1
To resolve this issue, open port 443 in the network environment through which the user accesses Outlook and Exchange Online.

Restricted network access may affect all the Office 365 connectivity. For more information about the ports that are used in Office 365, go to the following Microsoft TechNet website:For more information about the addresses ranges and ports that are used in Exchange Online, go to the following Microsoft website:
Scenario 2
Local Domain Name System (DNS) resolvers and related firewall applications at users’ ISPs and corporate networks should never prune the DNS results lists. Instead, they should provide all results to clients to enable application retries. Additionally, Local Domain Name System (LDNS) resolvers and proxy servers shouldn't use any kind of persistent or IP affinity behavior that prefers a single IP address. That kind of behavior my affect performance by prohibiting client retry operations.

To achieve the highest availability, Office 365 uses an array of IP address for DNS queries. Multiple results are provided to give the client applications several endpoints to try, all with equivalent functionality.
MORE INFORMATION
This article is intended only to address local network configuration issues that prevent Outlook from connecting to Exchange Online.  For general assistance with Outlook connectivity with Exchange Online, go to the following Microsoft website:Still need help? Go to the Office 365 Community website.
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Article ID: 2879429 - Last Review: 03/07/2016 10:12:00 - Revision: 5.0

Microsoft Exchange Online

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