Office 365 account setup problems

Question

Hi,

Recently I ran into a problem that I cannot setup the outlook 2016 application. 

I have downloaded the office from official office portal for our organization. Installation process was successful, but when I start the Outlook and try to add my Office 365 account, it just stuck and the process "Connecting".

I tried manually add email address from the control panel (mail section), but in this case the process is stuck at the step "Searching for ******@domain.com".

I also tried to setup outlook using the Microsoft Support and Recovery Assistant for Office 365 and it gives the following result:

We're sorry, but we can't contact your server or service.

It's either busy or unavailable. This is usually a temporary problem, so please wait a few minutes and run Support and Recovery Assistant again. If you keep getting this error, contact your Office 365 admin.

I thought that the problem in the settings of the office 365 account, but all my colleagues from the organization did not face that issue. 

I also tried to use other mail clients for windows (Mailbird), and when I add the account to that client, everything goes well and without problems.

Any suggestions how to fix that?

P.S. Sorry for possible mistakes.

Answer 1

Hi Alan,

Thanks for your reply!

Well, I think I figured out the issue.

I tried to setup my Office 365 account and other personal accounts using different internet access point and it worked. 

The issue was resolved. 

But honestly, I still cannot understand why outlook does not work at home through Wi-Fi connection (In the application "Trying to connect" status is shown).

I'm sure that outlook worked before.

May be you could give any recommendation? 

Sincerely,

Konstantin Chsherbakov

Answer 2

Hello Konstantin,

I am glad to hear that the issue has been resolved by changing another network. As far as I know, mailbird is using IMAP method to connect to Exchange Online mailboxes which the Outlook is using "Exchange" method with autodiscover services.  They are totally different. Maybe the Wi-Fi connection is currently not stable and there maybe some issues in this network to affect Outlook reserve the correct DNS records. Or your organization have set some special rules or settings about the authentication.

Best,

Alison

Answer 3

Hi Konstantin,

please let me know if there is any update.

Regards,

Alan

Answer 4

Hi Konstantin,

You may try the following methods to troubleshoot the issue:

1. Perform a clean boot for your computer. This is to avoid any other program/software’s influence.
2. Open your Outlook client in a safe mode. This is to isolate whether the issue is related to Outlook add-in’s affection. 

In addition, to check if the issue is related to Outlook itself, I suggest you contact your colleague of your organization to configure his account in your Outlook client to see if there is any difference since your colleague’s account works well.  

By the way, are you configuring your Office 365 account via Exchange mode? When it is the first time to configure an Office 365 account in the Outlook client, the user just types the Office 365 account’s username and password to connect. You may also upload a screenshot about the notification message (for example, ‘connecting’) if the issue persists. 

Regards,

Alan