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Office 365 shows "no internet connection" but I am online

Anonymous
2019-07-17T15:44:39+00:00

I am online and can connect to various internet sites. From time to time, Outlook fails to connect, even though I can use OWA on the same machine and connection; sometimes it fails to load, and sometimes it just hangs when open, with a "Trying to connect..." message in the bottom ribbon. The problem resolves itself after hours or days; I haven't seen a pattern.

I can run Office in Safe Mode, and have disabled all COM add-ins. I have also run the full online repair/reinstall; that hasn't helped.

When I open Word, say, and look at account information (File/Account), under "Connected Services" it says "NO INTERNET CONNECTION Connect to the Internet to add or manage services." However, I am connected - that's how I'm submitting this question!

I'm running Office 365 Version 1906, Build 11727.20230 as part of a subscription, on Windows 10 Pro 64 bit 10.0.17134.

Outlook | Windows | Classic Outlook for Windows | For home

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  1. Anonymous
    2019-07-18T18:45:42+00:00

    Dear Pierre

    Yes, disabling the VPN and 3d party AV is for the testing purposes, however if without those everything will be working properly, than either of them ( or combination ) may be causing server authorization which can lead to such error.

    10+ people found this answer helpful.
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  1. Anonymous
    2019-07-17T19:32:37+00:00

    Thanks very much for stepping into the breach, LA.

    I'm afraid I'm not using Office 365 for Business; I subscribed in my personal capacity. When I try to use SaRA, it prompts me for a "work or school account", which I don't have; I just have my @hotmail login. At that point I can't proceed, it seems.

    all the best

    Pierre

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  2. Anonymous
    2019-07-17T20:24:53+00:00

    Dear Pierre

    Sorry, I had an impression that you have Office 365 for Business ( maybe because of mentioning OWA), and Windows 10 Pro ... Since you have Office 365 and your account has admin rights, please make sure that you have VPN and Proxy disabled. If you are using 3d party AV and you have Windows 10 , please disable 3d party AV and enable Defender.

    Afterwards run these networking commands in a command prompt window

    1. In the search box on the taskbar, type Command prompt, press and hold (or right-click) Command prompt, and then select Run as administrator > Yes.
    2. At the command prompt, run the following commands in the listed order, and then check to see if that fixes your connection problem:

    Type netsh winsock reset and press Enter.

    Type netsh int ip reset and press Enter.

    Type ipconfig /release and press Enter.

    Type ipconfig /renew and press Enter.

    Type ipconfig /flushdns and press Enter.

    More information here https://support.microsoft.com/en-gb/help/10741/...

    Turn off your PC. Start it again. Open Outlook and check if it will be working properly. Also please make sure that you are not working in Offline mode https://support.office.com/en-us/article/switch...

    Also please try to run repair of Outlook data files https://support.office.com/en-us/article/repair...

    Please share the results

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  3. Anonymous
    2019-07-17T17:13:47+00:00

    Dear pierredv

    I am an independent advisor, and I am trying to help other users in Community with my experience in Microsoft products.

    As I assume from your message, you are using Office 365 for Business. In this case you can use SARA tool to try run the diagnistic https://support.microsoft.com/en-us/help/409855... It can identify the problem and suggest the solution

    If you will not be able to resolve it by yourself, please contact your IT administrator to resolve this

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  4. Anonymous
    2019-07-17T16:16:52+00:00

    I lost my Outlook 365 connection some time after 8:04 am Pacific today, when the last mail came in. It's now back; 9:16 am Pacific. I've been trying to connect periodically over the last hour. So it would seem to be an Office 365 server issue, not a local problem at my end. What's going on?

    thnkas

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