Hi everyone, we're currently migrating our users to Exchange Online, but we've run into some issues with Outlook. One specific user can't connect to Exchange, while other email accounts work fine within the same Outlook setup. We've tried deleting and re-adding the account to create a new .ost file, and while it worked for some, it didn't for others. The account can connect briefly but loses connection shortly after and keeps attempting to reconnect. This issue only happens with one profile on the original device used for migration; it works perfectly on other devices. Could this be due to messed-up credentials or settings on the original device? I'd really appreciate any suggestions for resolving this before I resort to deleting the entire Windows profile and having the user set everything up again.
2 Answers
I suspect there might be a permissions issue with the registry. It could be worth checking that since you've ruled out other options. Although the team seems hesitant to modify the registry, it might solve the connection problems. If that doesn’t work, you could always look into resetting the user’s profile as a last resort.
It might help to disable Autodiscover for MS365 through the registry. You can do this by navigating to HKCU/Software/Microsoft/Office/16/Outlook and setting the DWORDs ExcludeExplicitO365Endpoint and ExcludeHttpsRootEndpoint to 1. After that, delete the hidden Autodiscover files in Appdata/local/Microsoft/Outlook and /16. Just remember to undo the registry changes once your migration is complete and create a new Outlook profile afterwards.
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