Problème d'ouverture d'Outlook sur plusieurs utilisateurs RDP

Question

Problème d'ouverture d'Outlook sur plusieurs utilisateurs RDP

Anthony Jacques 10

Depuis 1 semaines, certains utilisateurs sont bloqués au moment de l'ouverture d'Outlook sur leurs sessions RDP, le message "impossible d'ouvrir l'ensemble de dossiers s'affiche".

J'ai déjà essayer :

-Supprimer le profil est recréer le profil avec un nom différent

-Désactiver la connexion utilisateurs + désactiver/réactiver protocole protocole MAPI sur l'utilisateur + réinitialiser le mot de passe

supprimer le XML présent dans C:\Users\user\AppData\Local\Microsoft\Outlook\16 pour réinitialiser l'autodiscover

Malgré cela, impossible d'ouvrir Outlook avec l'adresse mail qui ne fonctionne pas

Le seul moyen trouvé pour le moment est de redémarrer le serveur.

Si je recréer un profil sur une session qui rencontre le problème avec une boite mail différente (la mienne par exemple, là ca fonctionne)

Le problème concerne plusieurs serveur RDP mais pas tout les utilisateurs des serveurs

Environnement : session RDP sur Windows serveur 2016, Outlook 2019

Serveur mail : Microsoft 365

Merci d'avance,

Cordialement,

Philippe 5 Reputation points

2025-04-22T09:55:37.8666667+00:00

Has anyone found a solution? Indeed, despite my attempts and research, the problem still persists. Thank you.
Philippe 5 Reputation points

2025-06-13T07:12:44.5333333+00:00

Does anyone have a solution? The problem persists for me, and I find it unacceptable that Microsoft hasn't provided a proper patch to resolve this issue.
Steven G 10 Reputation points

2025-07-11T09:44:34.55+00:00

Hi Philippe / Hi all,

The problem persist for us.
Today the connectivity test for many users :

Connection to outlook impossible, on RDS or other...

Do you have the same problem ?

3 answers

Your answer

Philippe 5 Reputation points

2025-04-22T09:55:37.8666667+00:00

Has anyone found a solution? Indeed, despite my attempts and research, the problem still persists. Thank you.
Philippe 5 Reputation points

2025-06-13T07:12:44.5333333+00:00

Does anyone have a solution? The problem persists for me, and I find it unacceptable that Microsoft hasn't provided a proper patch to resolve this issue.
Steven G 10 Reputation points

2025-07-11T09:44:34.55+00:00

Hi Philippe / Hi all,

The problem persist for us.
Today the connectivity test for many users :

Connection to outlook impossible, on RDS or other...

Do you have the same problem ?

Answer 1

Steven G 10

Hi all,
We still have the problem, but we have a feedback from Microsoft :

"Thank you for your patience and for the information you have provided regarding the connectivity issue.

I would like to inform you that the engineering team has identified the problem and is in the process of deploying a solution. It is expected that this solution will reach all tenants in about three weeks, but this will be done in waves, so it may take less time.

In the meantime, I recommend that you use OWA or the new Outlook (New) as a workaround until the problem is solved."

The problem is on cluster Exchange on Microsoft's datacenter, we just have to wait a few more weeks...

Philippe 5 Reputation points

2025-05-09T11:50:56.81+00:00

Indeed, let's hope that the problem is finally corrected, as it is truly very penalizing.
VillaRog 5 Reputation points

2025-05-09T12:34:00.0566667+00:00

Do you have a ticketnumber with Microsoft where we can refer/relate to when creating our own ticket?

Thanks
Philippe 5 Reputation points

2025-05-19T15:30:11.74+00:00

Currently, the problem still persists on our side. And on your side? Thank you.
Weebey 0 Reputation points

2025-05-27T12:25:27.1366667+00:00

Yep. Had the problem today.
Steven G 10 Reputation points

2025-05-27T12:39:03.8+00:00
Hi all,

The problem still persists on our side too. Microsoft asked me to send another connectivity test.
But for us, the Microsoft connectivity test is red for 2/3 hours, then turns green again.

The test must be run when the error occurs.

On the Outlook side on RDS 2022, when the profile crash like :

The only solution found was to delete these two registry keys, then recreate the profile :

HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Outlook\Profiles

HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Common\Identity
Philippe 5 Reputation points

2025-05-28T07:35:46.57+00:00

Hello,

Does deleting the two keys permanently fix the issue? Indeed, on our side, we only delete the key:

HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Common\Identity

The user has to re-authenticate via MFA and Outlook.

Thank you,
Weebey 0 Reputation points

2025-05-29T12:55:44.1233333+00:00

I think we'll try to upgrade Outlook on the servers. Doesn't seem like there's a choice.

I ended up making a .bat file to delete that registry key and placed it on the desktop. If users get that error, they can double click on that bat file to force re-authentication.

Answer 2

ChristyZhang-MSFT 26,126 Microsoft External Staff

Hi @Anthony Jacques ,

Welcome to our forum!

Please kindly understand that only English is support in the forum and it's suggested that you could post your issue in English for our better research. According to the machine translation, i understand that some users have been stuck when opening Outlook on their RDP sessions, right?

If so, it's suggested that you could try to use the Microsoft Support and Recovery Assistant, which works by running tests to figure out what's wrong and offers the best solution for the identified problem.

-Supprimer le profil est recréer le profil avec un nom différent

Do you mean that you have tried to create a new Outlook profile? If not, it is suggested that you could try to create a new profile(Control Panel>Mail>Show Profiles>add) and add the account for testing to check if there are some differences.

In addition, in order to further confirm if the issue is related to the RDP, it's suggested that you could add the same account outside RDP to check if the issuer persists.

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

Anthony Jacques 10 Reputation points

2025-02-19T13:36:23.1+00:00

Hello,

I already try to create a new Outlook profil whith a different name.

I can install my own adress in the same RDP session, only the adress with the error can't be open (even after create a new profil with a different name)

I can also install the adress with an error outside RDP session without problem

I have execute the connectivity test for Outlook and this is the result

The problem is only in RDP but just a few users have the problem in different RDP server.

Thank a lot,

Best regards,
Anthony Jacques 10 Reputation points

2025-02-19T13:42:23.86+00:00

Hello,

Thanks for your ansew

I already try to create a new Outlook profil whith a different name.

I can install my own adress in the same RDP session, only the adress with the error can't be open (even after create a new profil with a different name)

I can also install with the adress with an error outside RDP session without problem

I have execute the connectivity test for Outlook in RDP session with the mail in error and this is the result (i try with a mail with no error and all is green, no problem)

Thanks a lot,

Best regard,
ChristyZhang-MSFT 26,126 Reputation points Microsoft External Staff

2025-02-28T08:27:39.8533333+00:00

Hi @Anthony Jacques ,

Thanks for your reply!

According to your description, looks like your issue is more related to the RDP session, it's suggested that you could contact your administrator to check if there're some related setting that may affect it.
ChristyZhang-MSFT 26,126 Reputation points Microsoft External Staff

2025-03-03T01:17:18.5933333+00:00

Hi @Anthony Jacques ,

Just checking in to see if above information was helpful. If you think my reply is helpful to you, please remember to mark it as an answer.
Anthony Jacques 10 Reputation points

2025-03-03T09:45:24.9933333+00:00

HI @ChristyZhang-MSFT ,

A lot of company have the same issue since February, i dont thinks is a RDP problem, not all user are affect by this problem.

Thanks for your answer,

Best regards,
Steven G 10 Reputation points

2025-03-25T10:21:22.3566667+00:00

Hi all,

I've opened a ticket with Microsoft for two customers in France with the same problem.

Microsoft told me that the problem was known, and the ticket ID is “EX1023762: ‘Microsoft 365 Alert - Service Degradation - Exchange Online - Some users may be unable to access Exchange Online mailboxes using multiple connection methods’.

The ticket has been resolved on their side, but the problem is still present on the customer side, is it the same on your side ?
Anthony Jacques 10 Reputation points

2025-03-25T13:24:18.3466667+00:00

Hi,

I haven't had any new reports from users in the last two weeks but I have advised those who have already had this problem to use Outlook Web (which works fine) if they have the problem again. I can't tell you if the problem has been solved or if my users have taken the reflex to go to Outlook Web.

Answer 3

Bonjour,

Probleme identique chez nous sur 5 rds 2016 avec Outlook 2016 je m'arrache les cheveux voici les tests réalisés :

Outlook et serveur à jour et redémarrés
Probleme sur les 5 serveurs (Broker en place)
Problème sur plusieurs utilisateurs uniquement sur RDS les même utilisateurs sur PC Windows 11/10 avec Outlook 2016 pour le même compte ne rencontrent pas le probleme
Le probleme survient souvent lors du renouvellement du mot de passe

Solution trouvée temporairement : Suppression de la clé de registre HKEY_CURRENT_USER\SOFTWARE\Microsoft\Office\16.0\Common\Identity

Ainsi en relançant Outlook demande la réauthentification et le probleme est corrigé pour quelques jours ou quelques semaines.... Avec 80 utilisateurs nous réalisons cette manipulation 3/4 fois par jours...

PIARD Clément 5 Reputation points

2025-04-16T20:17:36.0166667+00:00

Hi Philippe i have same problem, office2019 on rds farm 2016.

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Problème d'ouverture d'Outlook sur plusieurs utilisateurs RDP

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