how to fix my email

Question

how to fix my email

Derrick Jones 0

My email hasn't worked in over a year. I can't receive or send any messages. It's a business email through microsoft 365. I am on a mac and the app I was using is the mail app. I also have a personal gmail in that same app that still works perfectly fine. It says that the exchange server is offline. I've turned all mail offline and back online and it still says offline. Also, the troubleshooting window says something about MX. Which I've already went to the actual domain and copied and pasted everything to work right.

Derrick Jones 0 Reputation points

2025-08-06T01:21:37.9466667+00:00

Also, on my mobile device I was using the outlook app. When it stopped working, I deleted the app and redownloaded it. Now it just says an error occurred.

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Derrick Jones 0 Reputation points

2025-08-06T01:21:37.9466667+00:00

Also, on my mobile device I was using the outlook app. When it stopped working, I deleted the app and redownloaded it. Now it just says an error occurred.

Answer 1

Hi @Derrick Jones

Thank you for reaching out and providing the details about your email issue. Based on your description, it looks like the problem may be related to DNS/MX configuration, account status, or device setup. Please follow the steps below to troubleshoot and hopefully resolve the issue:

Check Your Domain’s DNS (especially MX Records)

An incorrect DNS setup is a common cause for this kind of error. Your domain’s DNS records tell other servers how to send mail to you.

Log in to your domain provider (e.g., GoDaddy, Namecheap, etc.).
Verify that your DNS records, specifically MX, CNAME, and TXT are correctly configured for Microsoft 365.
Your MX record should point to an address that looks like this: yourdomain-com.mail.protection.outlook.com
Ensure you have a CNAME record for Autodiscover: autodiscover.yourdomain.com should point to autodiscover.outlook.com.
You can verify your DNS configuration using this tool: https://mxtoolbox.com

Note: This is a third-party tool and is not officially affiliated with Microsoft. While it is widely trusted and used for DNS lookups, please use it for reference purposes only and consult your domain or IT administrator if you're unsure.

Confirm Mailbox Status and License

Make sure your email account is active and has the correct license.

Log in to the Microsoft 365 Admin Center.
Go to Users > Active Users and confirm that your mailbox is active and assigned an Exchange Online license.
Check the Service Health dashboard for any ongoing service incidents related to Exchange.

Reconfigure the Mail App on macOS

The app on your Mac might be holding onto a bad connection or corrupted settings.

Go to System Settings (or System Preferences on older macOS versions).
Navigate to Internet Accounts.
Remove the Exchange account that isn't working.
Re-add it by selecting Microsoft Exchange and re-entering your email and password.

Reconfigure the Outlook Mobile App

A similar issue could be affecting your mobile app.

Update Outlook to the latest version.
In the app’s settings, remove the existing account.
Add a new account by selecting Office 365 and signing in with your business email and password.
If the error persists, you can enable diagnostic logging in Outlook (Settings > Help & Feedback > Diagnostic Logs) and send the log to your IT support team.

If you’ve completed these steps and still experience problems, please contact your Microsoft 365 administrator or service provider. They can investigate backend mail flow, domain misconfigurations, or account restrictions. For further assistance, you may also reach out to Microsoft Support directly. They can investigate the issue from their end, looking at server logs and configurations that you don't have access to.

Please let us know if you have any questions while going through the steps. We’re happy to assist further if needed.

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

Jade-T 4,945 Reputation points Microsoft External Staff Moderator

2025-08-08T08:19:32.65+00:00

Hi @Derrick Jones

Just checking in to see if you've had a chance to try the troubleshooting steps I sent earlier. Please let me know if the issue persists or if you need any further assistance. I’m happy to help.
Jade-T 4,945 Reputation points Microsoft External Staff Moderator

2025-08-11T03:04:55.5066667+00:00

Hi @Derrick Jones

I wanted to follow up and see if you've been able to resolve the issue with your email after trying the troubleshooting steps. If the problem is still happening, or if you need more support, feel free to reach out. I'm here to assist you further!
Derrick Jones 0 Reputation points

2025-08-21T15:30:09.2966667+00:00

Thank you for responding. I reached out to domain.com for some assistance. They went the the dns records and removed the domain.com MX and kept the Microsoft MX record. Now I am getting an error message. I'll upload a screenshot of what it says.
Jade-T 4,945 Reputation points Microsoft External Staff Moderator

2025-08-26T06:58:06.0933333+00:00

Hi @Derrick Jones

Thanks so much for the extra info. That error message OwaUserHasNoMailboxAndNoLicenseAssigned usually means your account doesn’t have an active Exchange Online mailbox or the right license yet and that’s also why the Outlook app can’t sign you in.

Here’s what you (or your Microsoft 365 admin) can do:

Go to the Microsoft 365 Admin Center and make sure your account has a license that includes Exchange Online (like Business Standard, etc.).

If a license is already there, check in the Exchange Admin Center to see if the mailbox was actually created. If not, try removing and re-assigning the license, that usually triggers the mailbox to be created automatically.

Once that’s done, try removing and re-adding the account in the Outlook mobile app, and select “Office 365” when signing in.

If it still gives you trouble, your admin might need to contact Microsoft Support to double-check things on the backend.

Let me know how it goes or if you need help with any of the steps!

Answer 2

Derrick Jones 0

outlook screenshot.png

Derrick Jones 0 Reputation points

2025-08-21T18:47:45.1566667+00:00

Also, on the mobile outlook app, it seems to be a problem with the authentication process.

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how to fix my email

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