Microsoft 365 Outlook Issue on Terminal Server

Question

I have a terminal server user that get's the following message when trying to open Outlook. It works fine for them on other devices. Other terminal users are not having the the issue. I have seen where this is a known issue with Microsoft 365 Apps for Enterprise. I have tried suggested fixes I have found such as deleting and creating a new Outlook profile, deleting the Outlook folder under C:\Users\Username\AppData\Local\Microsoft as well as creating a registry entry for ExcludeScpLookup under AutoDiscover as suggrested in one post I saw. These did not fix the issue. I have also tried running the Microsoft Support and Recovery Assistant Which went part way through and then appears to have locked up. I closed out after 15 minutes of nothing happening.

How can I correct this issue?

Answer 1

Hi @Todd Petersen ,

Welcome to our forum!

According to the screenshot you provided, I searched a lot about this error, but I didn't find any official documents indicating that this is a known problem. And according to your description, I noticed that this problem only occurred on the computer of a special user. Does this issue occur recently? If so, have the user done any specific operations before that?

And what's the version of the user's Outlook? (File > Office Account > About Outlook). In order to prevent other problems caused by the version is not updated, please make sure the have upgraded your Outlook to the latest version.

To further confirm whether the problem is related to that user's account, please try logging in on OWA to check whether it works normally.

If everything is OK on OWA, considering any errors in your registry may also cause it, please try to rename your Outlook registry key(Location: Computer\HKEY_CURRENT_USER\SOFTWARE\Microsoft\Office\16.0\Outlook, rename it to Outlook1), then restart your Outlook and readd your account for testing. (It should be noted that if you modify the registry by mistake, serious problems may occur. Please back up the registry before operation.)

Considering the impact of some add ins, It is suggested that you try to start outlook in safe mode(win+R>type: outlook /safe) to check whether it works normally.

On the other hand, considering that other users do not encounter the same problem, please check whether the device of that user is different from that of other users, such as installing some programs. It's suggested to try to perform a clean boot for windows and check if the issue still occur.

Hope the above help!

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Answer 2

@ChristyZhang-MSFT

To answer your questions and for the knowledge of others, their version is whatever the current version is as they are using Microsoft 365 Apps for Enterprise and all updates have been installed. The particular user can log into OWA or from any other machine or device just fine. Other users of the same terminal server also worked as they should. Starting in safe-mode failed with the same error. Deleting and recreating the Outlook profile also failed.

Renaming the registry entry as suggested worked.

Thank you