Outlook can't set up a new profile by using Exchange Autodiscover for an Exchange Online mailbox in Office 365

Recommended method

Method 1: Run Office 365 Support and Recovery Assistant

Install and run Microsoft Office 365 Support and Recovery Assistant. For more information, see Fix Outlook account problems in Office 365.

Additional methods

• If you're using a custom domain
• If you're not using a custom domain

If you're using a custom domain

If 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 Outlook

First, 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:

• Set up email in Outlook (for Windows)
• Set up an email account in Outlook 2016 for Mac

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 correctly

The 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 365

To use the Domain Troubleshooting Wizard in Office 365, follow these steps.
 

1. Sign in to the Office 365 portal (https://portal.office.com) by using an administrator account.
2. Click Admin to open the Office 365 admin center.
3. 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 Analyzer

To use Remote Connectivity Analyzer to test whether Exchange Autodiscover is working correctly, follow these steps:
 

1. In a web browser, browse to the Microsoft Remote Connectivity Analyzer tool at the following website:
   https://www.testconnectivity.microsoft.com/?testid=O365EasAutoDiscover
2. Complete all the required fields on the form, and then click Perform Test.
   
   
3. 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 correctly

You 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.
 

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 Outlook

If 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, kim@contoso.onmicrosoft.com).

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.