outlook, exchange 2016 -The name cannot be matched to a name in the address list-can't create outlook profile

Pingatwork 41

Hi experts,

I can't create outlook profile for exchange 2016 users( 2 users).
the error - The action cannot be completed. The name cannot be matched to a name in the address list", while at the step of logging on to the mail server.

what I have tried so far are the follows:

Remove the offending account from Windows Credentials, including the mailboxconnect.net server and the autodiscover should it be there. Within Generic Certificates, removing the offending account from there also. Close Windows Credential Manager.

sign out from the office Excel, run online repair of Office software.

in the Exchange admin center, user mailbox properties. Check the ""Hide from address lists"" option and click Save. still have the same issue. then I clear the ""Hide from address lists"" option and click Save, tried but still not working.

in Registry Editor , go to HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Common\Identity
and Delete the identity folder, restart. repair the Office application again. still not working.

i tried use create the outlook profile using the manual settings, enter the exchange server name and login, but the error is "- Log onto exchange ActiveSync mail server(EAS): The server cannon be found."

what else can I try, any suggestion would be greatly appreciated.

Thanks for your time.
pingatwork

Pingatwork 41 Reputation points

2021-04-01T09:27:54.843+00:00

Hi KaelYao-MSFT,

I am not sure if this new thing is related or not, after fixed that issue yesterday, today I found on the two same users got the Need Password issue fixed yesterday, they both are having another error happened when click on outlook menu send/receive groups > download address book, error – task reported error 0x8004010F the operation failed. An object cannot be found.

I tried to disable the Add-ins for Mcafee, or run outlook /safe mode but both not working.

or is there something to do with the OAB settings in the exchange 2016 server?

Thanks for your time.
pingatwork
Kael Yao-MSFT 37,496 Reputation points Microsoft Vendor

2021-04-01T09:39:09.607+00:00

Hi pingatwork,

This issue seems to be related to the OAB settings on the Exchange server.

Please note that:
In our forum it is recommended to ask one question per thread, I would suggest creating a new thread for this question.
It may help you get quality answers and also be helpful to other community members.
Thanks for your understanding!

Before you post the new question, I would recommend to also check if other Outlook clients have the same problem or it just happens on specific clients.
If all the clients have the same problem, it should be related to the OAB settings on the Exchange server.
Pingatwork 41 Reputation points

2021-04-06T11:26:06.32+00:00

Hi KaelYao-MSFT,
Thanks for the information, I started a new thread for the new topic.
Have a nice day!
pingatwork

Accepted answer

Kael Yao-MSFT 37,496 Reputation points Microsoft Vendor

2021-03-31T02:12:20.297+00:00

Hi, @pingatwork

According to the registry, you should be using Outlook 2016/2019/Office 365.

Are the two users domain-joined or external?
And are other users using the same version or some previous versions(Outlook 2013 or some Outlook 2016 versions previous to version 16.0.6741.2017)?

You can check the Outlook version via File>Office Account>About Outlook.

Please run a Test E-mail AutoConfiguration test via the Outlook client and check the results under the "Log" tag.
Does it show autodiscover connected to the Exchange server successfully?
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Pingatwork 41 Reputation points

2021-03-31T03:04:50.667+00:00

Hi KaelYao-MSFT,
Thanks a lot for your reply. These users are using Outlook 2019.
the two users are domain-joined
And are other users using either the same 2019 version or some previous versions(Outlook 2013).
i tried to run a Test E-mail AutoConfiguration test via the Outlook client 2019, it prompted for login to Microsoft 365, that is not right as we are using on-prem exchange server, we do not use any MS365 subscription account. and I found under the Log that autodiscover to https://outlook.office365.com/autodiscover/autodiscover.xml starting....

seems outlook is trying to office365 instead of my on-prem exchange server.
and i like to share more founding that other4 more Outlook 2019 users can not connect to my on-prem exchange server - their outlook 2019 start up and prompt for log in to MS 360 login , if close the MS 365 login screen , outlook status bar shows - "need password"
what would you suggest the next steps.
thanks again
pingatwork

Kael Yao-MSFT 37,496 Reputation points Microsoft Vendor

2021-03-31T03:08:18.57+00:00

I think both Outlook 2019 problems should be caused by the Outlook feature: trying to connect to Microsoft 365 first,
which is introduced in Outlook 2016 verision 16.0.6741.2017 and later Outlook versions(Outlook 2019/Microsoft 365).

To resolve the problem,please follow these steps:

open Registry on the client device and locate "HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Outlook\AutoDiscover"

add a new DWORD(32-bit) value named ExcludeExplicitO365Endpoint and set its value to 1

restart Outlook and reconfigure the profile and check if the problems persist

Pingatwork 41 Reputation points

2021-03-31T03:38:49.66+00:00

on the computer, HKEY_CURRENT_USER\Software\Policies\Microsoft\, there is NOT subfolder " Office\16.0\Outlook\AutoDiscover"

Pingatwork 41 Reputation points

2021-03-31T03:46:29.903+00:00

but, under the Computer\HKEY_CURRENT_USER\SOFTWARE\Microsoft, there is

Computer\HKEY_CURRENT_USER\SOFTWARE\Microsoft\Office\16.0\Outlook\AutoDiscover\

Pingatwork 41 Reputation points

2021-03-31T04:25:02.89+00:00

for those outlook 2019 having issue "need password", follow your step for setting the ExcludeExplicitO365Endpoint=1
1 Computer\HKEY_CURRENT_USER\SOFTWARE\Microsoft\Office\16.0\Outlook\AutoDiscover\
2.add a new DWORD(32-bit) value named ExcludeExplicitO365Endpoint and set its value to 1.
restart, run outlook and it is working without the login prompt or "need password".

for those can't create outlook profile, i will try the same later and update again.
thanks for your help.
pingatwork

Kael Yao-MSFT 37,496 Reputation points Microsoft Vendor

2021-03-31T04:59:35.66+00:00

Sorry, it should be HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Outlook\AutoDiscover.
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outlook, exchange 2016 -The name cannot be matched to a name in the address list-can't create outlook profile

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