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Outlook 2016 disconnected from Exchange

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Tuesday, January 31, 2017 3:06 PM

We run Exchange 2016 on-premise since quite a while. Suddenly Outlook of one user stopped working in terms, it always shows disconnected in the lower right corner. There is no networing issue, or acocunt disbaled etc. The user still gets emails on his Iphone, OWA etc... but not with Outlook. No matter, whether he tries to connect internally or from internet. Sometimes, very rare, he can connect, 95% not. If I do compare his autoconfiguration test (wich runs successfull) it is identical with mine.
Any idea what the issue can be? Maybe it has something to do with SSL, TLS, etc... I am not very familiar with such kind of issues. I don't see any event errors, nor on server, nor locally.

When I create a new profile it never connects, no matter whether cached mode or not. If no cached mode, it cannot connect, it says Information Store not available, if chached, it complains about missing ost file. We also use SfB on-premise, here the user has no issues to login.

kind regards,
Dieter Tontsch
mobileX AG

All replies (8)

Tuesday, January 31, 2017 4:12 PM

The user reported that since an hour his Outlook works fine again, without any interaction. The user has not moved to any other network location in the meantime. We is located inside our LAN with direct connectivity, not even a proxy inbetween, to the Exchange server and AD Domain Controlers..

We will keep an eye on this, maybe we find an explanation for this behaviour.

kind regards,

Dieter Tontsch

mobileX AG

Wednesday, February 1, 2017 5:37 AM

Hi,

Can you please check the following settings in Outlook 2016:

  1. Open Outlook > File > Account Settings
     

  2. In Email Tab, double click on your Exchange account(make sure if you are using cached Exchange mode)

  3. Go through More Settings > Security tab, make sure the option "Encrypt data between Microsoft Outlook and Microsoft Exchange" is checked.

  4. Click OK to save the settings.

If everything is fine and you are not resolving your issues then you can create a new Outlook profile and reconfigure your Exchange account. See here- how to setup Outlook account.

Hope it will help you!

Wednesday, February 1, 2017 7:07 AM

Hi,

>>The user reported that since an hour his Outlook works fine again, without any interaction.

Good to hear the user is unblocked. Please feel free to revert back if the issue comes up again, we will then take a further look.

>>When I create a new profile it never connects, no matter whether cached mode or not. If no cached mode, it cannot connect, it says Information Store not available, if chached, it complains about missing ost file.

Given the error message, if the issue comes up again, please first check whether Outlook is running in compatibility mode:

  1. Go to C:\Program Files (x86)\Microsoft Office\root\Office16\ and locate Outlook.exe.
  2. Next, right click Outlook.exe and then click on Properties.
  3. On the Compatibility tab, clear the check box that reads ‘Run this program in compatibility mode’. Then click Ok and restart Outlook.

Hope this helps.

Regards,

Ethan Hua

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Wednesday, February 1, 2017 8:48 AM

Hello,

none of your suggestions are my solution, all these things where already checekd. Please note, a new profile instantly failed

Friday, March 31, 2017 11:14 AM

Hi

Did you get a resolution?

Thanks

Friday, March 31, 2017 11:28 AM

not realy, it happens just very rare, but a real resolution I did not figure out. Eventuall it has something to do with sleep mode (or hibenate) from one network and wakeup in a new network.. But not realy sure. Because often neither a reboot does help.

You have the same issue?

Dieter

Thursday, April 13, 2017 9:22 AM

A possible solution. but we have to check it further. Might be the fact that SharePont lists connected to Outlook do cause these problems. But we have some other issues with such SharePoint lists anyway, see also my post https://social.technet.microsoft.com/Forums/en-US/09e457f1-e91f-46dc-b539-e8967d9df72a/http-303-with-sharepoint-lists-in-outlook?forum=SP2016

Can anyone else affected proof my statement above?

Dieter

Thursday, December 5, 2019 3:55 PM

I have ran in to this same issue from time to time.  Nothings works for me except deleting the current profile and recreating it.  Hope that helps.