> Log in to portal.office .com to make sure that the email address and password is correct
> If User is able to log-in, Go to Admin > EAC > Recipient > Mailboxes > User Mailbox > Email Address> Check the SMTP address
> If the SMTP address is different to the log-in credentials, ask the cx if it is possible to make the 2 the same
> If it’s possible, re-try setting up account
> If it’s not possible, try setting the account on the SMTP address not on the log-in creds
WAYS TO CHECK AUTODISCOVER
> Go to any third party checker (e.g. MXTOOLBOX) and check the Autodiscover
> On the CMD
– Open CMD
– type nslookup autodiscover.domain.com
– You should be able to see
> If you were able to see autodiscover using nslookup autodiscover.domain.com
– Run CMD
– type ping autodiscover.domain.com
– You should have the same result with nslookup
> Use SARA TOOL
** SARA tool will help you know what is the problem on setting up the account on outlook
> Open Network and Sharing Center
> Click on “Change Adapter Settings”
> double-click on the network the Cx is connected to
> Click on Properties
> Uncheck the IPv6
> Double-click on the IPv4
> On the DNs server address add the 188.8.131.52
> On the Alternate DNs server address add the 184.108.40.206
> Click SAVE
> Turn-off Cx’s Firewall and Anti-Virus
> Try again to set up the account
If user is using a multifactor Authentication, you need to create an app password to set up the account
> Log in to portal.office.com
> If user is using the multi factor authentication, either ask the client to turn off the Multi factor authentication.
> If user wants the MFA, proceed on creating the app password
Create an App Password
> Go to the Office 365 portal
> On the upper right gear icon (settings)
> Click Office365
> Click on Security & Privacy
> Create an app password
Even though the Autodiscover is properly set up on the DNS registrar, the local autodiscover might be the problem
> Go to this location
%userprofile%> AppData > Local > Microsoft > Outlook
*If no AppData found, change the settings to view hidden files
> Rename the whole Outlook Folder
**If account is on IMAP set up ask a client first if they have contacts and
calendars on the account, if they have refrain from doing this. If it is fine with
the Cx you can proceed or make sure you will not delete anything
> Try to set up again Outlook.
**Always ask the client if it is okay to delete the profiles esp if there are POP or IMAP accounts
> Go to Control Panel
> Look for Mail
> CLick on Show Profile
> Delete all profile
> Create a new Profile
> Try to Open Outlook
If this did not work, remove the profile on the registry
> Open RUN
> On the Registry, look for this
HKEY_CURRENT_USER> Software> Microsoft> Office> 15.0> Outlook> Profiles
* 15.0 means the version of Outlook . Go to the version of Office that you
HKEY_CURRENT_USER > Software > Microsoft\Windows NT > CurrentVersion > Windows > Messaging Subsystem\Profiles
> Right click on the folder with your profile name and click Delete. When
prompted click on Yes.
> Close everything out and restart your computer.
> Create a new profile on the Control Panel
> Add an account but choose the Manual Settings not the Automatic
> Add this server settings
> Follow the next step of the wizards until finish
> Select Manual setup or additional server types, then click Next
> Select Microsoft Exchange Server or compatible service, then click Next.
> Enter the following in the corresponding fields:
When finished, click More Settings …
*Note: Do not click the Check Name button at this step, or the configuration process will fail.
> Click the Security tab.
> Adjust the following settings:
> In the Connection tab, check Connect to Microsoft Exchange using HTTP, then click Exchange Proxy Settings…
> In the Use this URL to connect to my proxy server for Exchange field, enter outlook.office365.com.
> Check the Only connect to proxy servers that have this principal name on their certificate, then enter msstd:outlook.com in the associated text field.
> Adjust the following settings:
> Click OK.
> Click OK.
> Click Check Name.
> An authentication prompt will appear. Enter your email address and password in the corresponding fields, then click OK.
> Click Next
> Click Finish.
> Search “regedit” in the search bar.
> Try to add this value first. Then restart the Machine
> If the above modification doesn’t work, include these. Then restart the Machine
add each of the keys below as DWORD 32 bit
change its value to 1 by right clicking it then modify
change its value to 0 by right clicking it then modify
Should you have one, click here