Troubleshooting Outlook Connection Issues

Article Purpose

The purpose of this article is to provide guidance and understanding to the Outlook to Exchange connection issue and hopefully provide some options for resolution.

Symptoms

​The customer will receive recurring "pop-up" windows requesting Exchange Server authentication.

Resolution

​Option 1 - Uncheck the "Cached Mode" option, then restart Outlook. If the "Cached Mode" box is already uncheck, the click the box, restart Outlook. {You may have to add your credentials once (UA\username format)}

Option 2 - Change the style of authentication. When the login comes up, change it to UA\username, then try UAAACTDIR\username, then try username@ua.ad.alaska.edu, then try username@uaa.alaska.edu. By changing the login credentials, we are hoping to allow the server to sync with the Exchange server.

Option 3 - (If you have one available) Switch to a different computer, create the login information on this machine, then login to view the mailbox. Once the machine forces a sync with the Exchange server, go back to the original computer and restart it. This will allow the sync to be transferred to this machine.

Option 4 - Close Outlook. Open the computer's Control Panel. Navigate to "Mail" and click on it. In the Mail Setup - Outlook popup window, click on Show Profiles. Add a new Profile configuring it to use someone else's e-mail account and set it to Always use the new profile. Restart Outlook, when the authentication window pops up, enter the other users credentials. If Outlook opens with the new accounts e-mail, close Outlook and change the Always use this profile setting back to the original profile. Restart Outlook.

Last Resort -  Open the computer's Control Panel. Navigate to "Mail" and double-click on it. When you open the Control Panel icon, it will bring up a screen that shows the current profiles on the machine. Delete the mail profile available, then restart the machine. Upon the next time you open Outlook, it will be necessary to rebuild a profile. Follow the steps provided to create the new profile, login to Outlook, view your mail.

IF PROBLEM PERSISTS, CONTACT THE IT SERVICES CALL CENTER AND ENSURE THAT AN INCIDENT IS CREATED BY REQUESTING THE INCIDENT NUMBER.

Additional Steps

​None Necessary

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