My outlook client will not connect to Office365.com so I can't sync with office365 mail. My IE 8 will also not load https://outlook.com/owa/office365.com etc

My Outlook client on my XP main desktop will no longer connect to Office365.com     It used to work, then suddenly stopped. There is nothing wrong with my office365 settings as I can access my office365 email in the clouds BUT only using Google Chrome browser, NOT IE8 nor Firefox.

I have spent hours with NIS, un-installing, re-installing twice. Not a NIS issue.

Definitely a IE 8 problem which still connects to the internet, can access other https sites, internet banking etc. but not the tag on office365 log on page.

MS "help" not doing much, no urgency despite me paying a NZ$350 deposit, but I seem to be stuck in-between " MS desktop" and "office365" divisions, who appear being adept at pass the parcel.      so VERY frustrating.

I have tried the following :

resetting IE 8
hard re-set of router
Flushing DNS
Running "no-add ons" IE 8
Adding all the microsoft and outlook and office365 sites to "safe sites"
Tried re- downloading IE 8 from MS and installing and doing all updates.
Tried re-installing the MS Lync and Office365 desktop web applications.

So why can Chrome connect to Office 365 outlook tab but for some sudden reason,  IE 8 can't?


This is pobably not the best forum for the question, but since it sounds like everyone is passing you off to someone else, I'll take a shot at it.

 

Do you get any error messages? Check in the event viewer.

Is Outlook blocked in the firewall? Do you have other email accounts and if so, can outlook connect to the them? If only ofice 365 is affected, its not the firewall.

Do you have a P subscription or E ? That doesn't affect the problem but E accounts (at least in the US) include phone support.

Diane Poremsky [Outlook MVP]
Outlook Resources: https://www.slipstick.com
https://www.outlook-tips.net


** I don't work for Microsoft, I just volunteer here.**

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Hi Diane, firstly thanks for getting back to me on this.

When I use IE 8 to sign on at www.office365.com  I can get to the home, admin and team site, but once I try to navigate to the Outlook tab, which shows as  https://outlook.owa/office365.com?exsvurl=1 then IE says the current webpage is trying to open a site in your trusted sites list. Do you want to allow this?  Current site https://login.microsoftonline.com  trusted site https://outlook.com " and so I click YES, and then I get Internet Explorer cannot display the webpage. You can then check the internet connection ( which is fine) or see the notes showing internet connection has been lost ( which isn't the case, the website is temporarily unavailable ( not the case as I have it live on another computer), dns is not reachable, dns doesn't have a listing for the website's address, https  click tools, advanced, see TTL and TLS protocoals are enabled under security, which they are.

It is not the firewall ( NIS) as we have disabled both firewall and anti virus, un-installed NIS and tried without any firewall, spent 4,5 hours on the telephone with NIS on this issue, but definitely NOT NIS.

 

I have paid a deposit ($350) to get this escalated, don't care so much about the cost, but am really annoyed at the lack of urgency from MS tec depts except for one really helpful technician who works for Office 365 and commenting as follows :

This is Onochie with Microsoft Online Services Technical Support.
 
I would be working with you on your service request with service request number 1176391366.
 
Based on the information you provided, that you have problems accessing your exchange mail account via OWA and Outlook on a specific desktop in your organization, this is what we did: 
 
We had you try accessing you exchange mail via different browsers. We were unable to gain access using Internet Explorer and Mozilla Firefox but we could gain access on Google chrome.
 
We had you try accessing your exchange mail through Outlook 2010. We couldn't access the exchange account but when we tried using the POP3 service, we could access your mails.
 
I advised that you call desktop support to have them restore your system internet ports to default.
 
I would be contacting you within the next 24hrs to follow up on this issue if I do not hear from you.
Thank you for contacting Microsoft Online Services Technical Support
End of quote.
 
So what ought to be a simple fix for a smart MS desktop technician with experience with IE 8 and Outlook ( part of Office Home and Business 2010) IS TAKING FOREVER.
 
Regards, Brian

 

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Hi Diane, I forgot to mention that I can access other email accounts like pop3 accounts, and also gmail yahoo etc. so 100% it is not the firewall. I think it is application sockets and porting issues with outlook client and IE 8. It is also not DNS as I have flushed DNS still no happy outcome!

 

Regards,

Brian

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Hi Diane, I forgot to mention that I can access other email accounts like pop3 accounts, and also gmail yahoo etc. so 100% it is not the firewall. I think it is application sockets and porting issues with outlook client and IE 8. It is also not DNS as I have flushed DNS still no happy outcome!

 

Regards,

Brian


Thanks. That eliminates Outlook itself. Outlook uses port 443 (SSL) to connect to office 365. IE would also, which makes me think its something with the internet settings and the port.

 

In either IE's Tools (Gears icon) menu  or the Control Panel, open Internet Options.  Open Security > Trusted Sites and remove the trusted sites related to office 365. Are you using custom settings for trusted? On the connections tab, Lan settings, is anything configured? 

Here, I do not have the office365 sites on the trusted or intranet list. Lan settings are on the default setting of use proxy is checked but nothing is configured. (I don't use a proxy.)

There is a utility called Fiddler2 that monitors internet connections and it might give you some clues if the problem is not with the trusted sites. http://www.fiddler2.com/fiddler2/ Install it then watch it as you try to connect using outlook and ie.

The results for the office365 accounts will look something like this and include the app that connects (iexplorer, outlook, firefox etc).

CONNECT http://r3.res.outlook.com:443       200 Connection Established () iexplorer.exe

CONNECT http://sn2prd0510.outlook.com:443       200 Connection Established () outlook..exe

 

Diane Poremsky [Outlook MVP]
Outlook Resources: https://www.slipstick.com
https://www.outlook-tips.net


** I don't work for Microsoft, I just volunteer here.**

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Hi Diane, On the LAN settings, nothing is configured, not even "automatically detect settings", no proxy.

 

I removed all the trusted sites, and re-started IE.

I loaded Fiddler2 and after logging on at office365.com, and going to the "outlook"tab link, fiddler advises  following:

 

[fiddler] DNS Lookup for "hkxprd0410.outlook.com" failed. No such host is knowm

So that appears to be a big problem and how do I fix that?

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I have no idea how to fix it. :)

 

The error normally means the DNS server that IE and Outlook are using has issues (since the domain does exist), but chrome could find it and should be using the same DNS, so I'm not sure what to tell you.

What dns server is your computer's network card configured to use? If you own the DNS server, flush the server cache then flush the local computer cache.

 

If you don't own it, see if you can find different DNS server to use. If you can find DNS servers that are used by one of the bigger ISPs, try them. They don't usually have any way of blocking non-subscribers.

 

Diane Poremsky [Outlook MVP]
Outlook Resources: https://www.slipstick.com
https://www.outlook-tips.net


** I don't work for Microsoft, I just volunteer here.**

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I have a wireless card in my computer. If I uninstall this and then re-install, could this resolve the problem? My other computers use the same wireless router ( Juniper Netscreen NS5GT ADSL WLAN on the same ISP provider line (Telecom) .

I have tried flushing DNS, register DNS etc but doesn't help.

 

Value your comments and suggestions, many thnaks.

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I honestly don't know if it will fix it - I'm still perplexed as to why chrome can resolve the address - but it can't hurt. The reboots might fix it if nothing else.  
Diane Poremsky [Outlook MVP]
Outlook Resources: https://www.slipstick.com
https://www.outlook-tips.net


** I don't work for Microsoft, I just volunteer here.**

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Hello,

I have the same issue.

Is someone found a solution for this problem ?

Kr,

Marvin

Marvin

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Last updated December 22, 2017 Views 4,075 Applies to: