Chuckster Posted January 15, 2020 Posted January 15, 2020 Is there currently an issue accessing e-mails from Office 365 through the desktop client Outlook 2016? All of the school's staff who access their e-mails this way are repeatedly prompted for their password.
sonofsanta Posted January 15, 2020 Posted January 15, 2020 No complaints here as yet (Win10 1803 x64, Outlook 16.0.4927.1000 x86) 1
win Posted January 15, 2020 Posted January 15, 2020 Works ok here. You can try deleting their local profile and then asking them to log in again, make sure they tick the box that says remember password 1
Chuckster Posted January 15, 2020 Author Posted January 15, 2020 I've created a brand new account and tried setting up Outlook. Outlook attempts to establish a connection but fails (see screenshot). Logging in via the website works. Logging in via the iOS Mail and Outlook app also works as does the Android Outlook app, using both 4G and school's Wi-Fi. This has me stumped.
FishCustard Posted January 15, 2020 Posted January 15, 2020 Is this your own Office 365 tenancy, not done through a reseller or RBC?
win Posted January 15, 2020 Posted January 15, 2020 Looks like you have an issue with autodiscovery. You can try these registry changes to see if that fixes it: https://blog.jamesbayley.com/2015/12/01/registry-hack-to-enable-outlook-2016-to-connect-to-office-365/ 1
Chuckster Posted January 15, 2020 Author Posted January 15, 2020 It is my own school's tenancy. Everything was working fine up until about 2AM today (I leave my machine running 24/7, with Outlook open), so sometime between 2AM and 8AM Outlook stopped worked. I only noticed the issue when people came into work and reported that when logged on they were repeatedly prompted for their password despite it being correct.
Chuckster Posted January 15, 2020 Author Posted January 15, 2020 Looks like you have an issue with autodiscovery. You can try these registry changes to see if that fixes it: https://blog.jamesbayley.com/2015/12/01/registry-hack-to-enable-outlook-2016-to-connect-to-office-365/ The Autodiscover CNAME record was successfully retrieved from DNS. The Autodiscover CNAME record 'autodiscover.outlook.com' is properly configured for your domain '****.****.sch.uk' in Office 365. Elapsed Time: 26 ms.
NetworkNinja Posted January 15, 2020 Posted January 15, 2020 Do you have 2FA enabled? I had this issue and password wouldnt be accepted unless I used an APP Password instead.
TwistedHelixis Posted January 15, 2020 Posted January 15, 2020 The hearing unit next door to our school also has this issue, so it's not just you.
Chuckster Posted January 15, 2020 Author Posted January 15, 2020 Can someone do me a favour, please? Could you go to https://mxtoolbox.com/NetworkTools.aspx and perform a CNAME test against your school's domain - and post the result as a screenshot? Please omit your domain name if required. I've just done a CNAME lookp and the test result comes back as 'DNS Record not found'.
Chuckster Posted January 15, 2020 Author Posted January 15, 2020 Do you have 2FA enabled? I had this issue and password wouldnt be accepted unless I used an APP Password instead. No, I don't. I don't think I could anyhow, as we don't pay for Office 365. - - - Updated - - - The hearing unit next door to our school also has this issue, so it's not just you. Oh. Are you taking any steps in resolving it?
NetworkNinja Posted January 15, 2020 Posted January 15, 2020 Can someone do me a favour, please? Could you go to https://mxtoolbox.com/NetworkTools.aspx and perform a CNAME test against your school's domain - and post the result as a screenshot? Please omit your domain name if required. I've just done a CNAME lookp and the test result comes back as 'DNS Record not found'. Looks like a DNS Record issue then? 1
Chuckster Posted January 15, 2020 Author Posted January 15, 2020 @JJames, presumably it looks like a DNS issue. Our MX and TXT records appears correctly, but the CNAME and SRV are missing. I have e-mailed the LA for confirmation of the DNS records they have on my school.
Chuckster Posted January 15, 2020 Author Posted January 15, 2020 LA have replied with a screenshot of the school's DNS Records, which are all correct. Outlook client still not working
5tu Posted January 15, 2020 Posted January 15, 2020 We had this problem after moving to Windows 10 and it was due to the "Automatically detect settings" option being ticked in Internet Options > LAN Settings..... Unticked it and then Autodiscover worked fine 1
Chuckster Posted January 15, 2020 Author Posted January 15, 2020 We had this problem after moving to Windows 10 and it was due to the "Automatically detect settings" option being ticked in Internet Options > LAN Settings..... [ATTACH=CONFIG]56362[/ATTACH] Unticked it and then Autodiscover worked fine I have this already unchecked.
5tu Posted January 15, 2020 Posted January 15, 2020 (edited) It was worth a shot! Another thing to check is that Modern Authentication hasn't been disabled by accident on your Office 365 tenancy. https://docs.microsoft.com/en-us/exchange/clients-and-mobile-in-exchange-online/enable-or-disable-modern-authentication-in-exchange-online Also, do the DNS checks on Office 365 complete successfully? https://docs.microsoft.com/en-us/office365/admin/get-help-with-domains/find-and-fix-issues?view=o365-worldwide Edited January 15, 2020 by gybe78
Mayki5 Posted January 15, 2020 Posted January 15, 2020 Are the SRV records you mentioned for purposes of Autodiscover? If Autodiscover CNAME and SRV records are both present in DNS, then Outlook typically fails to connect. I would recommend removing the SRV autodiscover if it is present. It'll be worth running the Microsoft Support and Recovery Assistant, as it'll run more comprehensive checks when trying to configure a new Outlook profile. https://support.office.com/en-gb/article/about-the-microsoft-support-and-recovery-assistant-e90bb691-c2a7-4697-a94f-88836856c72f
chaplic Posted January 15, 2020 Posted January 15, 2020 OK, we are suspecting (but no proof) of autodiscover. I am assuming you are not in hybrid. There's a few routes outlook will take to find your mailbox server 1) Regardless of anything else, connect direct to Office365 <- Could a proxy be interfering with this, if the proxy is asking for authentication at this point it will prompt for auth in outlook 2) SCP vlaue in Active Directory (may not be relevant to you) 3) look up the name audtodiscover.youremaildomain.sch.uk < - This is what should be a CNAME to autodiscover.outlook.com 4) look up SRV records 5) some other deseperate attempts around your email domain 6) local XML file Holding CTRL, right click on oultook icon in taskbar and select test autodiscover. untick the two guesssmart entries. This will let us know what is being used to find your mailbox, though does require interpretations as some things will fail.
mrstrong Posted January 16, 2020 Posted January 16, 2020 Can someone do me a favour, please? Could you go to https://mxtoolbox.com/NetworkTools.aspx and perform a CNAME test against your school's domain - and post the result as a screenshot? Please omit your domain name if required. I've just done a CNAME lookp and the test result comes back as 'DNS Record not found'. Ours comes back also "DNS Record not found" but I think that is to be expected as cname maps name to another name ? https://support.dnsimple.com/articles/differences-a-cname-records/
win Posted January 16, 2020 Posted January 16, 2020 I've created a brand new account and tried setting up Outlook. Outlook attempts to establish a connection but fails (see screenshot). [ATTACH=CONFIG]56355[/ATTACH] Logging in via the website works. Logging in via the iOS Mail and Outlook app also works as does the Android Outlook app, using both 4G and school's Wi-Fi. This has me stumped. Does is hang for ages before finally reaching that screen or does it appear straight away? If it hangs for ages then it is going through various autodiscovery checks before timing out. You can force it to use the right one via registry edits. Look at option 1 on this website: https://kb.intermedia.net/Article/2445
Chuckster Posted January 16, 2020 Author Posted January 16, 2020 I've finally have this problem resolved - thank you to all those that contributed. The root cause of the problem was the enabling of 'Block legacy authentication' found in Azure Dashboard Portal --> Conditional Access - Policies. There is no explanation how this was enabled or why it was enabled.
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