Outlook resolving email as @domain.onmicrosoft.com

Question

I've got two users that I'm having issues with, both same issue.  In Active Directly, I have their proxyaddress fields set.  I have their primary address with SMTP:******@domain.com, along with a number of aliases set.  I've added a couple new ones and I can confirm it syncs through to O365.  The primary address shows as a newly added one, which is the one I want to use.  The problem is, when users using Outlook type her name in, it resolves to ******@domain.onmicrosoft.com.  I've waited some time, I've downloaded the address book via outlook Send/Receive groups thinking it was cached, all to no avail.

I can make email (alias, primary email address, etc.) changes in my local AD, sync them to O365 just fine.  It's just outlook that seems to be caching the old email somewhere.  Anyone have any further ideas for me to try?

Answer 1

Thanks for the help Anna.  I didn't think about trying the solution below but it did seem to fix my issue. 

"If issue only presents itself in Outlook desktop clients, then it should be related to specific clients. In Outlook, please let them try online mode to see if issue persists: Outlook->File->Info->Account Settings->double-click the account, untick “Use Cached Exchange Mode to download email to an Outlook data file” checkbox, then restart Outlook again and see the results."

Answer 2

Hello Brady Passey,

Thanks for your confirmation. If issue is fixed in online mode, issue may be caused by Outlook desktop client hadn’t promptly sync setting changes from server to local.  You can then suggest these users turn on caches mode again via tick that checkbox again, and restart Outlook.

Best Regards,

Anna

Answer 3

Hello Brady Passey,

Regarding this issue, if these users open Outlook Web App, whether OWA will shows the new added SMTP address? And the problematic Outlook client is Outlook for Windows desktop app? You may let them hover over to the browser tab, or select one email they have sent or received to make sure the email address is updated.

 

If issue only presents itself in Outlook desktop clients, then it should be related to specific clients. In Outlook, please let them try online mode to see if issue persists: Outlook->File->Info->Account Settings->double-click the account, untick “Use Cached Exchange Mode to download email to an Outlook data file” checkbox, then restart Outlook again and see the results.

If above method doesn’t help, you may let them test this issue in a new Outlook profile: https://support.office.com/en-us/article/create-an-outlook-profile-f544c1ba-3352-4b3b-be0b-8d42a540459d .

If these end-users are using pure Exchange online service, let him try Office 365 SaRA tool to see if issue can be resolved: https://diagnostics.outlook.com/#/. At the meantime, please check Outlook updates to make sure it is the latest version (Outlook->File->Office account->Update Options->Update Now).

To better know about your issue, if convenient, could you please share a screenshot of issue symptom with us for checking?

Best Regards,

Anna