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Hi All,
Our office, approx 30 users, on a NBN fibre link runs Microsoft 365, full version of Outlook (latest Version 2210, Build 15726.20202) - on Windows 10 Pro workstation/notebooks. All these devices are ethernet connected.
Starting 10 days ago, all users were reporting at random times of Outlook reporting "Outlook is trying to retrieve data from Microsoft exchange server outlook.office365.com". No other cloud services or web browsing, download, etc are impacted. Some users are fully cached, others purely online mode, large or small mailboxes, however all experiencing the same issue.
Confirmed no issue with internet nor its performance (250/100), even tried our second redundant line. Our business grade firewall logs show no spike of heavy load, in fact very low utilisation and download. Also fully disabled Kaspersky endpoint security, rolled back latest Microsoft update, downgraded Microsoft office to October, paused updates, disabled all Outlook add-ins however no difference. Also Microsoft Testconnectivity test all okay and SARA reports no issues. Microsoft case we have opened has made no progress and just keep saying it must be an issue internally at our site.
Does anyone have suggestions on how else we can troubleshoot this? It is proving difficult as most users might be fine for 99% of the work day and then hit this communication slowness (not all at the same time) then nothing for many hours again. I was think maybe forcing Clients onto Outlook comms via registry entry or the likes might be one alternative.
Regards,
Dale.
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Hi @Support AWU
Is your environment a cloud only environment, without on-prem Exchange server?
I found some additional information for this error, maybe you could check if any similarity to your environment:
Outlook is retrieving data from the Microsoft Exchange Server outlook.office365.com
Fix Outlook is Trying to Retrieve Data from Exchange Server Error
Please Note: Since the web sites are not hosted by Microsoft, the links may change without notice. Microsoft does not guarantee the accuracy of this information.
Hi Joyce,
Thank you for your reply.
There is an on-premises Exchange server, HOWEVER in Hybrid mode for administration only and no accounts reside on that server. All Outlook clients are configured to communicate directly to Exchange Online, there is no comms with this on-prem server at all. The message "Outlook is trying to retrieve data from Microsoft exchange server outlook.office365.com" confirms this, autodiscover and test connectivity agrees tests fine too.
The unresolved case at the link you provided is almost identical to our current issue: https://randomfix.com/2019/11/19/outlook-is-retrieving-data-from-the-microsoft-exchange-server-outlook-office365-com/ . Any way to find who posted this as maybe we could compare?
And as part of our troubleshooting we too have tried clean install, online repairs, new profiles, safe mode, firewall replacement for internet connection, 2nd internet provider, fresh install of OS, different hardware, process explorer monitoring, etc. Also all 30-40 email accounts are impacted, some being new starter and are others there for many years with large email accounts.
The second link provided doesn't match at all: https://www.office365import.com/blog/outlook-trying-to-retrieve-data-from-exchange-server/ We have email accounts with appointments or calendar items that have this issue.
Cheers,
Dale.
Hi,
The link motioned that There is a caveat. This entire problem is closely related to something with Quick Books 2019 Pro.
Are you using Quick Books in your environment?
Hi,
From my reading it doesn't appear to be Quickbook related even though it is part of their system. Stands pretty much alone with Outlook. And no not in use at our site.
Any idea how to contact the person that writes that Random Fix blog?
Hi,
Thanks for your feedback, as you mentioned above, your client can work at most of the time, so this issue seems to be not related to server side and outlook side.
Like the scenario in the link, do you have any other 3rd-party Apps or tools?
And I noticed that you have opened a ticket with Microsoft, I suggest you follow up on it.
Since when this issue occurs, we need to use packet capture tools to analyze the log for further troubleshooting. And only the phone support team can help with crawling and analyzing these logs.
Thanks for your understanding!