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Outlook Classic desktop multiple email accounts conenctivity issues etc

Anonymous
2024-08-05T17:29:55+00:00

Hi,

We are using Outlook classic desktop version 2406 build 16.0.17726.20078. All of my users have a primary email address with a full Office 365 Business Premium license, and a second email address (different domain) with an Exchange Online (Plan 1) license.

For only one user, Outlook keeps losing connection to the EOP1 mailbox. And mail gets stuck in the Outbox, and some deleted / sent items keep reappearing in the Sent items folder.

I have deleted and added this secondary account from Outlook which fixes it temporarily, but the problem keeps returning. I have opened support tickets with Microsoft but as the problem does not appear in OWA, they will not support resolving the problem.

Has anyone experienced an issue similar to this? If so, were you able to solve it?

Thanks!

Mike R.

Outlook | Windows | Classic Outlook for Windows | For home

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  1. Anonymous
    2024-08-05T22:59:10+00:00

    Hello Mike Rydzewski1,

    Good day. Thank you for posting in the community!

    Sincere apologies for any inconvenience this issue might be causing you. Before moving forward, could you allow me to gather the information below to narrow down your specific scenario?

    1. Please share your account details and a screenshot of your subscription.
    2. Have you tried reproducing the issue on another device to check if it's a device-specific issue?
    3. Could you please share a screenshot of the version of the Outlook app you're using?
    4. Please share a PSR log. Here are the detailed steps to collect the PSR log - Record steps to reproduce a problem - Microsoft Support
    5. Also, could you share with me a detailed screenshot page of your current Office version number? Here's the article for steps: About Office: What version of Office am I using? - Microsoft Support
    6. Please share the Outlook Connectivity test results - Microsoft Remote Connectivity Analyzer: Test Input
    7. Please open the command prompt as administrator and get me the output for Dsregcmd /Status
      • To get the log, type CMD in the Windows search box. It will show the Command Prompt. Then, Run as administrator.
      • A new window will appear. Please type Dsregcmd /Status and press Enter.
      • It will provide an output. Please copy the output into a text file and share it with me.
      Also, collect the event logs from the affected machine before collecting the log, please reproduce the scenario. On Windows search write Event Viewer, Select Windows Logs > Application > Save All Events as Also, from Applications and service logs > Microsoft > Microsoft Service Alerts > Save All Events asImage

    Note: Due to forum policies and the protection of confidential information, please share the requested information with me in the "View Direct Message" section above.
    Here are the steps to open "View Private Messages":

    To view private messaging options> sign in to Microsoft Community, use the email account where you posted this thread information in Microsoft Community, > click your profile picture in the top right > select the My Profile option.

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    I'll wait for your next update on this in a private message. I will provide you with further guidance accordingly.

    Sincerely,

    Md Ashabul Haque | Microsoft Community Moderator

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