Exchange (MS365) does not work AND cannot create new account after migration to new iPhone/iPad

Question

Exchange (MS365) does not work AND cannot create new account after migration to new iPhone/iPad

Anonymous

Current status: email accounts created as Outlook (not Exchange) and Calendar/Contact entries are NOT fully replicating.

Detail history:

1. Sunday, purchased new iPhone and iPad

2. Transferred iPhone files to new phone in store (traded/turned in old phone)

3. Transferred iPad files to new iPad at home (will trade in old iPad in store)

4. Discovered when tried to view Outlook (EXCHANGE) mail I could not

a. Reset password, did not work

b. Deleted account and tried to add as EXCHANGE account, could not get it to work

c. Tried adding it as “Outlook” (vs Exchange) account, was successful

5. NOTE:

a. ALL OTHER EMAIL ACCOUNTS, EG AOL WORKED FINE

b. My Outlook account on the old iPhone and iPad was set up as EXCHANGE as I am a Microsoft 365 subscriber and get the many of the features of Exchange

6. My understanding is that one of the differences is the syncing of Contacts/Calendar entries. With Exchange its native but with regular Outlook one needs Apple’s iCloud Control Panel which I used until Microsoft 365 came along.

7. So, naturally worried that if set up at regular Outlook (not Exchange) syncing would not be 100% so decided to test. See table for results. Not 100% (note ORANGE highlighted cells)

8. I tried the above on the new iPhone and old/new iPad with the same results. Went to the Apple Store and spend an hour with an Apple advisor with several years supporting business clients. He too had the same issues.

9. I spoke with Microsoft Support (phone) who finally told me that there were know issues with the new IOS release (17.1) – regardless:

a. A Microsoft 365 customer which had Exchange set up and was using it on his iPhone and iPad but can no longer set it up.

b. To get Outlook mail on IOS Mail app requires setting up the account as an Outlook email acct vs an Exchange email acct.

c. As anticipated my Contact and Calendar entries are NOT FULLY PROPAGATING among all devices raising DOUBT.

Following are a set of screens I went though on my new iPad trying to add as Exchange Account:

Screen 1 – Informing me of EXCHANGE ERROR

Screen 2

Screen 3 – Added required information, added password before entering DONE

Screen 4 ERROR

Server originally prefilled with eas.outlook.com – rejected per above

Based on Microsoft support rep, entered outlook.office365.com – rejected as well

Following shows that the IOS MAIL setting (add mail account) provides two Outlook options:

1. Microsoft Exchange is what I had before but will not work

2. Outlook – could only successfully create account for my email address
BUT PROPAGATION OF CALENDAR/CONTACT ENTRIES IS SPOTTY

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

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5 answers

Answer 1

Jason,

Can you define what Exchange Active Sync is and no longer is NOT so that I understand what is no longer supported. Should I assume that Exchange no longer syncs calendar and contacts with Apple land? I assume the discontinuance of syncing would be the same regardless of whether the email account is on IOS/Mac Mail and/or Outlook? If so, wouldn't that defeat the purpose of businesses that have Exchange but employees have IOS device and likely would not like to have to use two difference contact lists and calendars since IOS apps reference (generally) Apple contacts and calendars?
Surprisingly, I had another Outlook account which I realized was not syncing since the change in hardware. IOS wanted me to add the password which I did. Following is a screen shot of the page I got. Notice that its server was: eas.outlook.com - which I believe is the Exchange vs 365 or outlook.office365.com. I assume this account is running as an Exchange account? Not sure of the meaning, differences or implications? Note, server was.outlook.com was displayed when I first tried to update my password (after hardware change) and then when trying to create an EXCHANGE account after deleting the existing one that would not work. Net, two different experiences.
At one time one of the benefits of a 365 EXCHANGE account, I think, is that older history was maintained on the server and could be retrieved. For example, when I searched on something, it would like what was on my local outlook instance and then there would be at the bottom a hyperlink to see older messages (on the server).

Following is the photo for point 2 above. I blocked out part of the email address as the site instructs. Let me know if you want the email address to see what's different between my main one (I assume you can see that address ******@outlook.com)

Thank you,

Mike

Answer 2

Hello dfwcyclemike

Hope you are doing well today!

Upon doing the consultation. I found out that "Exchange active sync" is no longer supported. This would be the reason why it did not work in your end. I would suggest to add your "Outlook.com" account directly to your Outlook app to make up and running. It means that it should be "Outlook" not exchange.

By the way, I have sent you a very important private message. Please take time to check.

Click here: Private Messages - Microsoft Community

We look forward to your next response.

Kind regards

Jason Guer

Microsoft Community Moderator

Answer 3

Hello dfwcyclemike

Hope you are doing well today!

Thank you for all the information above. Highly appreciated.

In the meantime I will consult this thread to our internal team to gather information or ideas on how to correct the problem. I will get back to you once I have all the information.

Hope you understand.

Kind regards

Jason Guer

Microsoft Community Moderator

Answer 4

Re instructions:

Yes, I am on current IOS 17.1
Found server settings at:

https://answers.microsoft.com/en-us/outlook_com/forum/all/office-365-server-settings/7d957584-cb38-4ed4-920b-66534268465d

However, the only setting that my attempts at creating an Exchange Account asked for was server setting = outlook.office365.com

Deleted the Outlook account on my iPad and attempted to add an Exchange account. Tried the SIGN IN method and the CONFIGURE MANUALLY method. The signing method after the first entry of email and password returned the the sequence of screens for the manual set up method. Screen images included in first message in thread.
Before I proceed with the resetting network settings, I checked to see if VPN is on - NO. I can't save the passwords for the networks I am not near so am reticent about doing that unless you really think that is a plausible solution.
While attempting to add the Exchange account, I got a message that a new version of IOS is available (security update) 17.1.1 - I have updated my iPad, attempted the add Exchange account through both methods and FAILED.

Answer 5

Hello dfwcyclemike

Thank you for posting in Microsoft Community.

Based on the information you provided, it seems that the issue may be related to the migration process or the iOS update. Here are some steps you can take to try and resolve the issue:

Make sure that your device is running the latest version of iOS. You can check for updates by going to Settings > General > Software Update.
Try removing the Outlook account from your device and adding it back as an Exchange account. Make sure to enter the correct server settings, which can be found on the Microsoft website.
If the above steps don't work, you can try resetting your network settings by going to Settings > General > Reset > Reset Network Settings. This will erase all saved Wi-Fi passwords and VPN settings, so make sure to have them handy.

We look forward to your next response.

Kind regards

Jason Guer

Microsoft Community Moderator

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Exchange (MS365) does not work AND cannot create new account after migration to new iPhone/iPad

5 answers