Cannot add additional Outlook profile

Question

Hi there, I'm a Office 365 admin. I would like to archive user's/leaver's inbox, I have done this in the past by addidng leaver's profile to my Outlook, logging in as this user and exporting pst file. I have recently check and now this option is no longer available. It looks like I'm not able to add additional user to my Outlook (installed on machine) While attempting to add the leaver'profile I keep receiving the error : "Something went wrong"

Answer 1

Are you using their username and password to add the account to Outlook as an exchange account?

Answer 2

Hello @PaulinaBojarska-0591,

If you still face difficulty in accessing the account, you can try adding a new outlook profile (as you already have their credentials). Go to Control Panel->Mail>Show Profiles->Add a new profile. Select to prompt when opening outlook. You may now login to the mailbox directly and do the archiving task easily

Please mark as "Accept the answer" if the answer helps you. Your suggestion will help others also !

Regards,
Manu

Answer 3

@PaulinaBojarska-0591 , Given there is a known outage in 365 with Outlook, there is a good possibility this is related. I would wait a bit and try again later.

https://support.microsoft.com/en-us/office/active-investigation-into-outlook-crashing-on-launch-9c59ad4b-813c-432a-afdc-f14717a4528d?ui=en-us&rs=en-us&ad=us

Answer 4

Does this issue only happen to this specific email account?

As Andy mentioned above, to confirm if your issue is related to your Outlook desktop client, please try to log in to the web mail of that email account and see if it can work fine. You could also try to add other email account to the new Outlook profile to see if there is any difference.

Besides, the known issue might have effects on your issue. Please try the same operation on other versions of Outlook desktop client to see if it works.

Answer 5

Hi guys,

Thanks for your suggestions!

As advised I gave myself full permissions to the leaver's inbox (delegate access) to create .pst file .... and again I'm not able to see this delegate inbox in my Outlook. I have tried that with different accounts, some of them have appeared in my Outlook however their mailboxes were completely empty. I have checked with PowerShell commands and it confirmed that permissions have been granted. Also, I opened my Outlook on the Web and could access leaver's inbox! It looks like there is no issues with permissions but Outlook itself. I asked my admin colleague to replicate this to check if he faces the same issue. As a result he also received the same error while adding user's profile to his Outlook and he also could not see the user's delegate inbox in his mailbox. We have also tried that with different users' profiles. This is very odd, please let me know what do you think ?