Outlook is permanently disconnected from Microsoft Exchange since 15th December 2023 for one of my email addresses.

Question

Outlook is permanently disconnected from Microsoft Exchange since 15th December 2023 for one of my email addresses. Two of the email addresses that share the same domain name work perfectly fine. My IT consultant managed to get all four email addresses working, before my primary address disconnected 4hrs later.

In the last few days, the fourth email address decided the set of folders cannot be opened and the attempt to log onto Microsoft exchange has failed.

I have tried to call Microsoft tech support, but they wont help because I have 365 Family. I have tried to use all links and ideas in the community page, but some are for windows 7 or are not compatible with the version I have. Please note, all four email addresses work on the Outlook platform on my android and Surface Pro, so it is not a server problem. The problem appears to be limited to two folders (addresses) in my PC desktop Outlook platform.

Help Please

Answer 1

Hello! Craig Martin1

Thank you for posting in Microsoft Community

It seems to me that you're experiencing issues with Outlook on your PC desktop. Since you mentioned that your IT consultant was able to get all four email addresses working before your primary address disconnected, it's possible that there may be an issue with the configuration of your Outlook profile. Allow me to ask:

• I would like to know what @domain and who is hosting your email account? example for @domains: Gmail.com, Yahoo.com, Outlook.com/Hotmail.com
  • May I know if the account is for Work/School use? or Personal (Hotmail/Outlook.com) use?
• May I know how do you access your emails? is it through Outlook.com (web)? Outlook application (included in Microsoft 365 subscription)? New Outlook for Windows? Classic Outlook for Windows (Windows Mail app)? Outlook application for mobiles?
• Are you still able to use the email account in the webmail host server?
• What error message are you getting?

To troubleshoot this issue, I recommend that you try the following steps:

1. Check your internet connection: Ensure that your PC desktop is connected to the internet and that there are no connectivity issues.
2. Check your Outlook profile settings: Verify that your Outlook profile settings are correct and that they match the settings for the other email addresses that are working fine.
3. Repair your Outlook profile: Try repairing your Outlook profile by going to Control Panel > Mail > Show Profiles > select your profile > click on Properties > click on Email Accounts > select your email account > click on Repair.
4. Create a new Outlook profile: If repairing your Outlook profile doesn't work, try creating a new Outlook profile and adding your email accounts to it. To create a new profile in Outlook 365, please follow these steps: Create an Outlook profile - Microsoft Support
5. Open Outlook 365.
6. Click on File in the top left corner of the screen.
7. Select Account Settings and then click on Manage Profiles.
8. Choose Show Profiles and then click on Add.
9. In the Profile Name box, type a name for the profile, and then click OK.

I hope it helps!

Thank you,

Vince

Microsoft Community Moderator

Answer 2

Hello Vince

Thanks for your reply.

My domain is kareela.net.au and is hosted by Crazy Domains. I use 365 Family for my one person business as I have no staff.

I am accessing emails using Outlook on my phone and Surface Pro. I am using Premium Exchange to access emails on my desktop.

I will answer your suggestions in order.

1. I have pretty good internet access on my desktop. I am running other web based programs.
2. The Outlook profile settings are correct. They were working until Outlook disconnected from the server.
3. I followed your instructions to repair the emails. The repair icon did not work for any of the email addresses. It stayed greyed out when I moved from address to address.
4. I followed your instructions to create a new profile. Manage profiles would not open. When clicked, nothing would open.

Answer 3

Hello! Craig Martin1

Thank you for the reply!

I understand are you still able to login in your email account in the webmail host by Crazy Domains? Are you still able to send/receive emails in the webmail host?

Since you have tried creating a new profile in Outlook and it wasn't opening. I would suggest another way of creating a new profile: Overview of Outlook e-mail profiles - Microsoft Support

1. Select the Windows icon, type Control Panel in the search box and select it.
2. In Control Panel, search Mail, and select it.
3. The Mail icon won't appear unless you have Outlook installed and have run the program at least once. The Mail Setup dialog box opens.
4. Click Show Profiles.
5. Click Add.
6. Type a name for the profile, and then click OK.
7. Add an e-mail account to use in your profile by following the directions on your screen.

I hope this helps!

Thank you,

Vince
Microsoft Community Moderator

Answer 4

Hello Craig Martin1

We haven't heard from you, so we assume that your issue has already been addressed. We will not be monitoring this thread moving forward so, if you need further assistance, please create a new thread to discuss these concerns by clicking this link: Create a new question (microsoft.com)

Thank you for understanding.

Regards,

Vince