Different users get different outlook web "views"

Question

We are in the process of transferring from on-premises exchange to office 365, but have been caught by the Covid-19 situation and furlough. Users are accessing their emails through an android tablet using outlook online. The issue we have is that users get different views, and we can't see why. They are both using the same tablet, software and access method

User one - signs in to outlook.office365.com - gets redirected to outlook.office365.com/mail/inbox, which is what they want to use.

User two - signs in to outlook.office365.com - gets redirected to outlook.office365.com/owa

Even if this user tries to access the mail/inbox URL, they get redirected to owa

I can't see any difference between the users, or any way to change this behaviour. Both users work "correctly" in PC web browsers, but the problem is consistent across two different android tablets.

Help!

Answer 1

Hi Joey -

Thanks for your reply. I am the admin for the office, but it's the first time I've used Office 365 so I'm sort of feeling my way around things.

We're moving from on-premises to office 365 for email - the old server is decomissioned, all email accounts set up and old emails uploaded to office 365.

All the users were set up at the same time, with the same license, and in the same manner.

If I remove and re-add the license, what happens to the email store for this user that I've already uploaded?

Because of the COVID-19 situation, the users are furloughed (apart from the manager) so I'm doing most of the access and testing for them. This behaviour occurs on at least two android devices - User A signs in OK, User B gets sent to the wrong URL - using the same device, android version and browser.

However - I've just also tried on a more modern android phone, and that worked OK - so I went back to the older device and that's now working OK as well, at least for me - I'll have to check with the actual user for confirmation.

When they get back in the office they will be using windows & outlook anyway, so this won't be a huge issue - I was more worried that I had missed or changed something in the user setup.

Any thoughts? The issue may well be resolved anyway, but I'd be interested to hear.

Thanks again

Noel Weston

Answer 2

Hi Noel Weston

From your description, you first can contact the admin to remove the license about this affected user and re-allocated it again to check if it is workable. (Attach the link: https://admin.microsoft.com/Adminportal/Home?source=applauncher#/licenses). Besides, we'd like to know if they are using the same browser and same android OS version. Meanwhile, please let this user to use another browser and update the OS version to check the result.

If the issue persists, we'd like to know whether your current environment is on-premise since you mentioned you are in the process of transferring from on-premises exchange to office 365 but seems not finished now. 

Looking forward to your update.

Regards,

Joey