Group email not connected

Question

Group email not connected

Olutosin Bakare (UK) 0

I have a group email I installed via exchange but it is disconnected

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1 answer

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Answer 1

Liora D 18,890 Microsoft External Staff Moderator

Dear @Olutosin Bakare (UK),

I hope you’re having a good day.

Could you please provide some additional information?

What type of group are you referring to (Microsoft 365 Group, Distribution List, or Shared Mailbox)?

Where do you see that it is "disconnected" (Exchange Admin Center, Outlook, Outlook on the web, etc.)?

Are you receiving any error messages? If so, please share the exact text or a screenshot.

Is the group unable to send/receive emails, or is it no longer visible to users?

If possible, please include a screenshot (with any sensitive information removed). This will help the community better understand the issue and provide more accurate guidance.

I look forward to your update. Thank you.

Please understand that our initial response does not always resolve the issue immediately. However, with your help and more detailed information, we can work together to find a solution.

Warm regards,

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.

Olutosin Bakare (UK) 0 Reputation points

2026-07-31T10:18:16.1866667+00:00

It is a shared inbox email ([Moderator note: Personally Identifiable Information removed]@o2.com and I see the discconection at the lower part o the window where it will normally state connected to: Microsoft exchange, at this point it just says disconnected
Liora D 18,890 Reputation points Microsoft External Staff Moderator

2026-07-31T11:23:42.04+00:00
Hello Olutosin,

Thank you for the additional details.

Since this is a Shared Mailbox and Outlook is showing "Disconnected" instead of "Connected to: Microsoft Exchange", the issue may be related to Outlook's connection to Exchange Online, your Outlook profile, or access to the shared mailbox.

I recommend the following steps:

Test Outlook on the web (OWA)

Sign in to Outlook on the web.

Check whether you can access both your primary mailbox and the shared mailbox

Verify Outlook is not in Work Offline mode

Open Outlook.

Go to Send/Receive and ensure Work Offline is not enabled.

Check your primary mailbox

Confirm whether you can send and receive emails from your personal mailbox.

If your primary mailbox is also disconnected, the issue is likely related to Outlook connectivity or authentication rather than the shared mailbox itself.

Sign out and sign back into Microsoft 365

Close Outlook.

Sign out of your Microsoft 365 account.

Sign back in and reopen Outlook.

Create a new Outlook profile

Go to Control Panel > Mail > Show Profiles.

Create a new Outlook profile and add your Microsoft 365 account again.

Test whether the shared mailbox reconnects.

Check with other users

Ask other users who have access to share mailbox whether they can access the mailbox successfully.

This will help determine whether the issue affects only your account or the mailbox itself.

Contact your Microsoft 365 administrator if the issue persists

Ask the administrator to verify that:

The shared mailbox still exists and is healthy.

Your account still has the required Full Access permissions.

No recent changes were made to mailbox permissions or group membership.

There are no Exchange Online issues reported in Microsoft 365 Admin Center > Health > Service Health.

After trying the steps above, please update with the results

I look forward to your update. Thank you.

Kind regards.
Olutosin Bakare (UK) 0 Reputation points

2026-07-31T12:51:28.8+00:00

can you call me to do this cause it is not working
Liora D 18,890 Reputation points Microsoft External Staff Moderator

2026-07-31T14:14:09.04+00:00
Hello Olutosin,

Thank you for your reply.

I understand the frustration, especially if the mailbox is still showing Disconnected after trying the suggested steps.

Unfortunately, this is a public community forum, and as a community moderator I do not have the ability to make outbound phone calls, remotely access devices, or perform troubleshooting directly on your system.

Since this appears to involve an Exchange Online shared mailbox in a business environment, I would recommend contacting your organization's Microsoft 365 administrator or internal IT support team. They can work with you directly and verify:

Whether the shared mailbox is healthy and accessible.

Whether your account still has the required permissions.

Whether there are any Exchange Online or authentication issues affecting your account.

Whether additional troubleshooting or diagnostics are needed on your device.

If you’re unsure who your administrator is, this article may help: How do I find my Microsoft 365 admin?

If you are the Microsoft 365 administrator and you have confirmed that:

Outlook on the web is also not working,

Other users are unable to access the shared mailbox,

The issue is affecting multiple users rather than only your Outlook client,

then the problem may be related to the shared mailbox itself, permissions, Exchange Online service health, or another tenant-level issue.

In that case, I recommend contacting Microsoft Support directly through the Microsoft 365 Admin Center, where an administrator can create a support request and work with Microsoft's support engineers to investigate the issue further.
You can raise support ticket from Microsoft 365 Admin Center>Support>Help & Support.

For reference:  Get support | Microsoft Docs  

I hope it helps!