Outlook fails to set up an Exchange e-mail account

Steven Sexton 0

Outlook fails to set up an Exchange e-mail account. I tried to setup my existing Exchange e-mail account in the Windows desktop version of Outlook. Outlook says "something went wrong...." I don't even get a chance to enter my password I have had an Exchange e-mail account setup in Outlook for years with no problems.

The Microsoft Community have being trying to help but they have now referred to this channel, as apparently it is an Enterprise User. I have already contacted my ISP who hosts the e-mail account and the server, they say there isn't an issue with either the account or the mail server. Temporarily I am using another e-mail program and that set up the email account straight away with no issues.

Below are the settings I have used.

Kind regards

Steve
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Bruce Jing-MSFT 1,995 Reputation points Microsoft Vendor

2024-06-27T07:50:05.4866667+00:00

Hello, @Steven Sexton

It's been a long time since I've heard from you, have you solved your problem yet? Did my previous reply help you？ If it was useful, you can mark it as an answer. Thank you for your understanding and support.

2 answers

Bruce Jing-MSFT 1,995 Reputation points Microsoft Vendor

2024-06-18T05:20:16.0733333+00:00

Hi，@Steven Sexton

Thanks for posting your question in the Microsoft Q&A forum.

When you configure Microsoft Outlook to connect to Microsoft Exchange, you receive the following error message: Logging on to the Exchange ActiveSync mail server (EAS): server not found.

This problem occurs because Outlook doesn't support connections to a server that's running Exchange Server by using the EAS protocol.

This is the official URL provided by Microsoft: Outlook can't use ActiveSync to connect Exchange - Outlook | Microsoft Learn

If my answer is helpful to you, please mark it as the answer so that other users can refer to it. Thank you for your support and understanding.
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Steven Sexton 0 Reputation points

2024-06-18T06:29:05.7066667+00:00

Thank you for your response but I am confused.

I have been using this exchange e-mail account with Outlook for years and I have never had any problems. I changed my PC just over a year ago and I had no problems with setting up my current exchange e-mail account in Outlook.

The reason I am tyring set it up again is I changed the e-mail password but I had a lot of trouble with trying to change the password Outlook. So, I thought the simplest solution would have been to remove the account from Outlook and set it up again. I am really beginning to wish I hadn't.

I have no idea what an EAS protocol is and as far as I am aware the ISP that I use is using a standard MS 2019 Exchange Server. I know they a very significant customer numbers who are using Outlook on Exchange servers and presumably with no problems.

I hope you can see my confusion. I had something that worked very well and now it doesn't.

Steven Sexton 0 Reputation points

2024-06-18T06:33:01.6933333+00:00

Thank you for your response but I am confused.

I have been using this exchange e-mail account with Outlook for years and I have never had any problems. I changed my PC just over a year ago and I had no problems with setting up my current exchange e-mail account in Outlook.

The reason I am tyring set it up again is I changed the e-mail password but I had a lot of trouble with trying to change the password Outlook. So, I thought the simplest solution would have been to remove the account from Outlook and set it up again. I am really beginning to wish I hadn't.

I have no idea what an EAS protocol is and as far as I am aware the ISP that I use is using a standard MS 2019 Exchange Server. I know they a very significant customer numbers who are using Outlook on Exchange servers and presumably with no problems.

I hope you can see my confusion. I had something that worked very well and now it doesn't.

Bruce Jing-MSFT 1,995 Reputation points Microsoft Vendor

2024-06-18T06:50:05.09+00:00

Hi，@Steven Sexton

I saw that you provided error screenshots in other forums. According to the screenshots, you are using Exchange ActiveSync mail server (EAS) to connect to Outlook.

To resolve this problem, connect to Exchange by using the standard Exchange connection settings.

Select File > Add Account.

Enter your email address and click Connect.

If prompted, enter your password again, then select OK > Finish to start using your email account in Outlook.

Regarding how to add an account to Outlook, here is Microsoft's official documentation:https://support.microsoft.com/en-us/office/add-an-email-account-to-outlook-for-windows-6e27792a-9267-4aa4-8bb6-c84ef146101b?ocmsassetid=ha102823161&correlationid=778d1d8d-9ac2-449b-9624-1268559fa794&ui=en-us&rs=en-us&ad=us

Steven Sexton 0 Reputation points

2024-06-19T08:21:35.68+00:00

Many thanks for your response.

I perhaps should have started my query with what I have tried.

Select File -> Add Account -> E-mail Address -> Password = This will establish an IMAP/SMTP account which works but I can't access all of the e-mail folders in the Exchange account.

Select File -> Add Account -> E-mail Address -> Advanced Options -> Password = This will establish an IMAP/SMTP account which works but I can't access all of the e-mail folders in the Exchange account

Select File -> Add Account -> E-mail Address -> Advanced Options -> Let me Setup account manually -> Exchange = After a few minutes it eventually it comes back with "Something went wrong and Outlook couldn't set up account"

So I am at loss as to why I am having problems, something has changed.

Kind regards

Bruce Jing-MSFT 1,995 Reputation points Microsoft Vendor

2024-06-20T02:30:12.9+00:00

Hi，@Steven Sexton

I'm glad to hear from you.

Based on your description, I have a few questions:

1.Have you logged in successfully?

2.How do you know this is an IMAP/SMTP account? This is the connection status when I log into Outlook with Exchange, and the screenshot indicates this is connecting via HTTP.

3.Are you using the latest version of Outlook? If not, please upgrade to the latest version.

4.Regarding the issue that you can't access folders, do you have the same problem in OWA (Outlook Web App)?

Finally, if an error message appears, please provide me with a screenshot.

Steven Sexton 0 Reputation points

2024-06-20T06:56:08.6666667+00:00

Hi

Many thanks for your additional questions

I have successfully logged into my exchange account using Webmail, provided by my ISP, plus I have temporarily installed another e-mail client (Mailbird) and I have had no issues with establishing a connection with my exchange account.

If I go to Outlook ->Account Settings it shows up as IMAP/SMTP. Previously when it was working correctly it would show up as an Exchange account.

Yes, I am using the latest version. There was an Office 365 update the other day. I think it is Version 2405 (Build 17628.20144). I also went to Office 365 web site and downloaded/reinstalled Office 365.

Interestingly in Outlook there is a button on the top right hand side which asks whether I want to use New Outlook. At the moment I haven't made that switch.

I have no issues access all of the folders in the exchange account when using Webmail or Mailbird.

I hope that helps

Kind regards

Steve

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Steven Sexton 0 Reputation points

2024-06-20T07:14:51.3933333+00:00

I am sorry but I think there must be some confusion. As far as Outlook is concerned, I still cannot set up/use Outlook to access my Exchange account.

I am having to access my e-mail using other means but NOT using Outlook.

Bruce Jing-MSFT 1,995 Reputation points Microsoft Vendor

2024-06-20T07:21:57.86+00:00

Hi，@Steven Sexton

I'm glad to hear from you.

According to the information you provided, there is no problem with your Exchange account. There may be a problem with Outlook configuration. Can you provide a screenshot of logging into Outlook?

When I log into my Exchange account, IMAP/SMTP does not appear.

Steven Sexton 0 Reputation points

2024-06-21T10:47:02.91+00:00

Hi
Please find below images of the various stages when I have tried to connect to the exchange mail server.

The final image
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Bruce Jing-MSFT 1,995 Reputation points Microsoft Vendor

2024-06-24T07:20:19.0366667+00:00

Hi，@Steven Sexton

Based on the screenshots you provided, I have a question that I need to confirm:

Have you tried logging into Outlook with another account? If the same problem occurs when logging into Outlook with another account, the problem occurs because the Autodiscover process used by Outlook receives unexpected results from a third-party web server when performing a root domain lookup.

Here is the official documentation provided by Microsoft on this issue: Something went wrong and Outlook couldn't set up your account - Microsoft Support

To better understand that document, I found a third-party link for your reference: How to Fix “Something Went Wrong” Error in Microsoft Outlook (helpdeskgeek.com)

If the problem is solved, please mark my answer as the answer. Thank you for your support and understanding.
Please sign in to rate this answer.
Steven Sexton 0 Reputation points

2024-06-24T07:25:45.0266667+00:00

Hi

I have no problems setting up/accessing an IMAP/POP account, it is just the Exchange account that I have a problem with in Outlook.

As mentioned previously. I am temporarily using another e-mail program, which had no issues establish/setting up my Exchange Account

Bruce Jing-MSFT 1,995 Reputation points Microsoft Vendor

2024-06-24T08:28:10.7566667+00:00

Hi，@Steven Sexton

I understand what you mean, but in order to narrow down the problem, please test it according to the information I replied to you last time.

1.Log in to Outlook using another Exchange account to verify that the problem is only with Outlook. Do not log in to another e-mail program with your current account.

2.If the problem persists, it means there is a problem with Outlook itself. Please refer to the link I sent you for testing.

Steven Sexton 0 Reputation points

2024-06-24T08:34:24.14+00:00

Unfortunately, I don't have another Exchange account to test to see if that works.
I will follow the trouble shooting and see what happens

Bruce Jing-MSFT 1,995 Reputation points Microsoft Vendor

2024-06-24T08:45:15.7266667+00:00

Hi，@Steven Sexton

According to your previous description, there should be no problem with your Exchange account. In Outlook, the Exchange account is connected through Autodiscover. I suggest you refer directly to the link I sent you before:Something went wrong and Outlook couldn't set up your account - Microsoft Support

To better understand that document, I found a third-party link for your reference: How to Fix “Something Went Wrong” Error in Microsoft Outlook (helpdeskgeek.com)

If you have any questions later, please leave me a message and I will continue to follow up.
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Outlook fails to set up an Exchange e-mail account

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