My Microsoft outlook mail is not working

Question

GM, My name is Angela Fuller and I can not seen to get my Outlook 365 to work. Below is what I keep getting, I hope you can help me. Thanks:

UTC Date: 2025-09-14T08:48:19.714Z
Client Id: 622C9EB03A384183B607864457BF6542
Session Id: 09bc5cbc-2251-4f12-85dd-05570f3bb2d9
Client Version: 20250905004.06
BootResult: configuration
Back Filled Errors: Unhandled Rejection: Error: 500:undefined|undefined:undefined
err: Microsoft.Exchange.Clients.Owa2.Server.Core.OwaUserHasNoMailboxAndNoLicenseAssignedException
esrc: StartupData
et: ServerError
estack: Error: 500
    at Object.w [as createStatusErrorMessage] (https://res.public.onecdn.static.microsoft/owamail/hashed-v1/scripts/owa.mailindex.64256ed1.js:1:1041)
    at https://res.public.onecdn.static.microsoft/owamail/hashed-v1/scripts/owa.mailindex.64256ed1.js:1:164706
st: 500
ehk: X-OWA-Error
efe: MN2PR19CA0041
emsg: UserHasNoMailboxAndNoLicenseAssignedError

Answer 1

Hi, I'm John! I will help you with this.

From the message you’re seeing, it looks like Outlook is having trouble finding an active mailbox or license for your account. To get a clearer picture, can you tell me a bit more about your setup?

For example:

• Is this an Outlook 365 work/school account provided by your organization, or a personal Microsoft 365 subscription?
• Were you able to use this account before without issues, or is this your first time signing in?
• Do you know if your Microsoft 365 license is currently active?

These details will help me point you in the right direction.

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Click "Add comment" to let me know.

Regards,

John J.D.

Answer 2

Hi Jhon, I do have the Microsoft 365 account for years now. Yes It worked great. never had a problem. had to download Microsoft 365 again. It says Business on my subscription. I am sorry just not great at computer stuff. here is what it says

RETIRED - Commercial data protection for Microsoft Copilot

Microsoft 365 Lighthouse (Plan 1)

Microsoft Search

Whiteboard (Plan 1)

Microsoft Forms (Plan E1)

Exchange Foundation

Sway

Office for the Web

OneDrive for Business (Plan 1)

The latest desktop version of Office

I hope this will help.

Thank you.

Answer 3

Thank you for letting me know.

Just so I can guide you better, can I ask if the email you’re signing in with is a personal Microsoft account (like @outlook.com, @hotmail.com, @live.com) or is it a work/school account provided through your Microsoft 365 Business subscription?

That will help me narrow down whether this is something on your personal subscription side or if it may need to be checked with your organization’s admin.

---

If personal Microsoft account:

Before installing, it’s a good idea to uninstall any existing versions of Office to avoid conflicts.

Here’s how:

• Open the Control Panel > Programs > Programs and Features.
• Look for any version of Microsoft Office or Office apps, right-click, then choose Uninstall.
• Once that’s done, restart your computer just to be safe.

Then, to reinstall Microsoft 365:

• Go to https://account.microsoft.com/services
• Sign in using the same Microsoft account linked to your subscription.
• Find your Microsoft 365 subscription and click the "Install" button.
• That will download the installer for the Office apps, just run it and follow the steps.

If anything’s unclear or the "Install" button still doesn’t show, feel free to let me know. I’ll be happy to walk you through it!

Answer 4

If I do have a personal email it would be [Moderator note: personal info removed]@tampabay.rr.com.

Answer 5

Hi John, this is my license number. Would this help figure it out. : 100320005AD8DBE1. Just thought maybe this could help. Thank you for all your help so far. :-)