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Recently our employees have been unable to add their exchange mailbox account to the Outlook app for Android. Employees that are already connected are working fine but we can't get the Outlook app to work for new users. If I remove my account and then try and add it back again I can't. There is a help icon on the Add Exchange Account page that asks if you are having trouble logging in and if you are it says:-
There is currently an issue impacting Exchange on premise accounts when trying to log in with a populated domain or a domain\username combination. If the domain field is populated, remove it from the domain field. Then, try logging in with your email address of UPN. The Outlook Mobile Support team is unable to assist with this issue.
I have tried leaving domain blank and using just the username, I've tried leaving domain blank and using domain\username, I've tried username both in the form username and in the form username@domain. No combination works. Connecting to OWA in the browser works fine, it's just the Outlook Android app that doesn't work. I'm assuming this is something to do with the above error message. Does anyone have any workarounds or any more information?
Thanks.
Using Outlook for Android for personal email and calendar management
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.
There is no "Open the Outlook app and tap on “Get started” Open Outlook app" option on the Android outlook.
Hi Eleni,
We have been using the Outlook app for Android for years now. We have always been able to set up new users using the Outlook app for Android. This is a new problem that we noticed last week. Apparently it started last month according to this Reddit thread:-
Outlook for iOS and Android - an error occurred during authentication
The Microsoft Exchange team seem to have acknowledged that this is a bug introduced last month. See the comments in this web page:-
Released: March 2024 Exchange Server Security Updates
"We believe that we have identified the problem causing this. It is related to a service side change that was just timed similarly to when release of on-prem updates were released but is completely unrelated to Exchange Server CU or SU updates. Rather, it is related to a Cloud Cache service side (see how this works here: Using hybrid Modern Authentication with Outlook for iOS and Android | Microsoft Learn). We are working with the relevant service team to address. We are still investigating the details of this but this would explain exactly what is going on."
I was hoping to either find a workaround or an ETA for a fix since no-one has bothered to reply to numerous requests for a status update in the comments. I have tried all the suggested workarounds but none have worked.
Is this something you can help with?
Any solution so far? SAme problem here
I tried to log this using the link you sent but they refused to deal with it because it is not MS 365 related, it is on-premise Exchange related, even though I believe MS are now passing on-premise logon credentials via an MS 365 Cloud service. Anyway, I've managed to get a tracking ID for this #2404150050002970 by logging it with another team. Hopefully support can progress this now.
Other users are posting the same problem now:-
"As an institution, we have been experiencing the same problem since April 15th.
We have a very large number of Mobile users. Suddenly all users started having problems. We have internal Exchange system.
Let's hope they get this sorted quickly.
Thanks for your help Eleni.
We cannot setup new users in the Android Outlook app. This is a major problem for us and has been ongoing for at least a week. Can we please have some feedback from Microsoft on this?