Outlook online doesn't synchronize mails

Question

Outlook online doesn't synchronize mails

LRHorbach 101

Hello everyone,
i have trouble synchronizing my german IONOS email-account with outlook web app.
I have started buying a Microsoft 365 Business Basic licence for Exchange Online (Plan 1) and a Microsoft 365 Apps for Business licence for Outlook online.
Once I log into OWA i keep getting an Error 500.

What am i doing wrong?

Thanks in advance,
Lukas

Yuki Sun-MSFT 41,376 Reputation points Moderator

2021-05-21T03:26:41.787+00:00

Hi @LRHorbach ，

According to the official document below, the feature to connect other accounts to Outlook on the web(Microsoft 365) has already been removed, so could you clarify how you added the account to OWA?
Connect email accounts in Outlook on the web (Microsoft 365)

And could you remove all personal information involved and share a screenshot of the Error 500 page so that we can help do further research on this?

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Yuki Sun-MSFT 41,376 Reputation points Moderator

2021-05-21T03:26:41.787+00:00

Hi @LRHorbach ，

According to the official document below, the feature to connect other accounts to Outlook on the web(Microsoft 365) has already been removed, so could you clarify how you added the account to OWA?
Connect email accounts in Outlook on the web (Microsoft 365)

And could you remove all personal information involved and share a screenshot of the Error 500 page so that we can help do further research on this?

Answer 1

LRHorbach 101

Hi @Yuki Sun-MSFT ,

thank you so much for your help. Yes, i have added our domain to Microsoft 365 and created the new user as an active user. On your hint "Migrating the postbox" I searched how to do so for IONOS and finally found out that i never correctly added the mail-dns-entry for that domain correctly. So now its working all fine.
The error 500 had never occured again. Maybe it was an licence issue after adding it to the new user.

So again - thanks a lot.

Lukas

Yuki Sun-MSFT 41,376 Reputation points Moderator

2021-05-25T23:16:20.947+00:00

Hi Lukas,

On your hint "Migrating the postbox" I searched how to do so for IONOS and finally found out that i never correctly added the mail-dns-entry for that domain correctly. So now its working all fine.

Glad that you've sorted it out and happy to know that my reply can be of some help. If you don't mind, you can accept your post as answer. This can be beneficial to others in the community looking for help on similar situation. Thanks again for sharing your solution :)

Answer 2

LRHorbach 101

Hi @Yuki Sun-MSFT ,
the reason for using Outlook online is, that i want to create a flow for my email adress to automatically save email attachments to sharepoint.
So i added that email-account as a new user in Microsoft 365 admin center and bought a exchange online and outlook online licence for that user.
When I start outlook through outlook.office365.com i get an empty inbox. outlook-online-doesn39t-synchronize-mails.html

When i go through portal.office.com i get the error 500.

Thanks for your help,
Lukas

Yuki Sun-MSFT 41,376 Reputation points Moderator

2021-05-24T06:23:37.557+00:00

Hi Lukas,

So i added that email-account as a new user in Microsoft 365 admin center and bought a exchange online and outlook online licence for that user.

Do you mean you invited the IONOS email-account as a guest user in Microsoft 365 admin center and currently are trying to access OWA using the guest user account?

By "When i go through portal.office.com i get the error 500.", do you mean you can login the portal successfully but get the error when trying to access Outlook Online?
LRHorbach 101 Reputation points

2021-05-25T05:32:29.51+00:00

Hi @Yuki Sun-MSFT ,

no, i added the new user as an active user. I am the global admin and i have also added the needed dns-entry in IONOS.

Yes, exactly, i can login to the portal successfully but then get the error when trying to access outlook online.
Yuki Sun-MSFT 41,376 Reputation points Moderator

2021-05-25T06:51:51.15+00:00

Hi @LRHorbach ,

From your description, are you trying to migrate from IONOS to Microsoft 365? So you have added your domain to Microsoft 365 and created the new user as an active user, right?

If this is the case, let's say the new user is user1@Company portal .com, it's the expected behavior that the new mailbox is empty. If you have had a mailbox for user1@Company portal .com hosted on IONOS, you can migrate the old data to Microsoft 365 via methods like PST file.

Regarding the error 500 in the second iamge, the error details indicated that it's a license issue(InvalidLicenseException), but from the first image, we can confirm that the licenses assigned to the new user have taken effect. Given this, it's suggested to double check if you are using the correct account (the new user's account, rather than the admin account) when login to the portal.

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Outlook online doesn't synchronize mails

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