locked
Outlook 2016 won't sync with older live.com account RRS feed

  • Question

  • Outlook2016 won't connect to exchange account

    Cannot connect outlook 2016 to older live.com account. First problem is autodiscovery doesn't work. If I just put my email (XXXX@live.com) and password it says it cannot find.

    If I do manual setup and put in username, email ,password and email server as outlook.office365.com it says your account is connected and it's all set.

    I see it added into outlook as expected. But it will not sync. Instead I get one (auto generated)  email in that inbox that says I have to "reconnect" outlook to exchange "to take advantage of the new features and to enable sync" ...and provides instructions to do so. Those instructions basically ask you to create a new "outlook" profile in control panel->mail .

    Close outlook, I do the profile thing, re-open, re-add my emails...same issue. CLose outlook, delete windows profile, add new profile, reboot, open outlook, add emails. Same issue.  No sync and I get the one email that says to re-connect my outlook to take advantage of new features. Close outlook 2016, remove outlook 2016. Remove windows profile. Re-install outlook 2016. re-add windows profile. open outlook, add email accounts, same issue, the live.com accout won't sync and asks me to "reconnect" by making a new windows profile.

    It's latest version of outlook 2016 (16.0.4266.1001). It will connect and sync with my works domain issued account, but I have a personal email/calendar on a live.com address I've had for years and that one will not sync.

    Using pop or imap in 2016 will work, but I need the calendar so it needs to be a real ms account acct not just a pop/imap email acct.

    It's worked fine for years in outlook 2013, and still does on another machine.

    Here's the autogenerated email I get when I do add the account to outlook:

    ==========================================================

    Dear Outlook.com customer,
    To finalize your upgrade to the new Outlook.com, it’s necessary that you reconnect Outlook 2016 or Outlook 2013 to your Outlook.com account. It appears that you have not yet reconnected your account, and as a result, your Outlook.com emails are no longer syncing to your desktop version of Outlook.
    What you need to do: Reconnect your desktop version of Outlook to your Outlook.com account to resume access.
    You can access step-by-step instructions to reconnect your account at our official Microsoft support website at https://go.microsoft.com/fwlink/?linkid=837697.

    Once you reconnect, your Outlook.com emails will resume syncing to your desktop version of Outlook. Note that your Outlook.com email account is still active and all your messages remain accessible via a web browser.
    We recognize that having to reconnect your account is inconvenient. Taking this action ensures that you are able to take full advantage of the new Outlook.com, and we’re confident you will love the benefits and performance of the upgrade. If you have any questions not answered by the support article above, please contact customer support at https://support.office.com/home/chat.

    Thank you for being an Outlook.com customer.
    Sincerely,
    The Outlook.com team
    ====================================================================

    Thursday, July 16, 2020 2:37 AM

All replies

  • Hi 73blazer,

    Welcome to the Exchange Server forum. This forum is for questions and feedback related to Exchange server. Since your question is more related to Outlook, I'll move it to a more appropriate forum: https://social.technet.microsoft.com/Forums/msonline/en-US/home?forum=outlook

    The reason why we recommend posting appropriately is you will get the most qualified pool of respondents, and other partners who read the forums regularly can either share their knowledge or learn from your interaction with us. Thank you for your understanding.

    This Exchange Server 2016 - General Discussion Forum will be migrating to a new home on Microsoft Q&A, please refer to this sticky post for more details.

    Regards,

    Kyle Xu


    Exchange Server 2016 - General Discussion forum will be migrating to a new home on Microsoft Q&A! We invite you to post new questions in the new forum.

    For more information, please refer to the sticky post.

    Friday, July 17, 2020 1:52 AM
  • Hi ,

    As as I know, @live.com email account indeed has some changs during the past. In order to research about your issue, I did some tests in my environment and found that if I manually add an Outlook.com email account (which could be normally added via autodiscovery) as you did, I will also receive the Outlook.com email and could not sync its calendar. So, I'm afraid this way itself might have some mistakes.

    >> First problem is autodiscovery doesn't work. If I just put my email (XXXX@live.com) and password it says it cannot find. It will connect and sync with my works domain issued account.
    >> It's worked fine for years in outlook 2013, and still does on another machine.

    Can this issue be reproduced if you add the same email account to other Outlook 2016 clients?
    According to your description, the same Outlook client can add other Exchange accounts normally, so I'm afraid that this issue might be related to your email account itself. Please try to log in to the web mail and see if it can work fine.
    Besides, to confirm if the issue is related to the Outlook client version, please try to create a new Outlook profile in the Outlook 2013 and use autodiscover to configure the same email account to see if the issue has any difference.

    Since I do not have an old @live.com email account, I cannot test this issue accurately. If you can work fine on the web mail, it is suggested to check that if your email address displayed on the web mail is the same as you entered when configuring via autodiscovery.

    In addition, if possible, you could try to add a new Outlook Account aliases to your email account, and then try to configure with the new aliases via autodiscovery to see if it works.

    "Outlook IT Pro Discussions" forum will be migrating to a new home on Microsoft Q&A, please refer to the sticky post for more details.

    Hope this can be helpful.

    Regards,

    Jeff Yang


    "Outlook IT Pro Discussions" forum will be migrating to a new home on Microsoft Q&A! We invite you to post new questions in the new forum.

    For more information, please refer to the sticky post.

    Friday, July 17, 2020 6:43 AM
  • So if I make a new profile on the machine with only 2013 on it, I can autodiscover and it connects and syncs just fine.

    2016...still no sale. I don't really have any other windows boxes to put outlook on and I don't want to update my existing 2013 that's working least then I'd be out completely.  I read one article that said something about older ms accts won't sync unless they are autodiscovered. While I don't quite believe that, i'm guess it's some kinda of config problem is the truth I take from that stmt.

    Is outlook.office365.com the right ""mail server"  to use when doing manual setup? I've tried a number of variants like live.office365.com live.com outlook.live.com live.outlook.com outlook.com office365.com eas.outlook.com (that's what my phone says, even though it autodiscovered, that's what it says it has for a server) and a number of other variants but none of them will connect except the outlook.office365.com

    For fun I created a dummy outlook.com new acct, and it also, will not sync or autodiscover. I can add it manually but it won't sync. So, it seems something with this client or machine. That means an alias is likely to not function either.

    Friday, July 17, 2020 5:54 PM
  • Hi 73blazer ,

    Sorry for the delay. Thanks for your patience and the update of your issue.

    According to all the information above, it seems that the issue might be indeed related to your Outlook 2016 client. There might be something wrong with your outlook client which prevents autodiscover working as normal. Please follow the steps below to see if the registry key method could helps solve  your issue:

    1. Exit Outlook and open the Registry Editor
    2. Navigate to: HKEY_CURRENT_USER\Software\Microsoft\Office\16.0
    3. Right-click the Outlook folder
    4. Rename it as Outlook1
    5. Restart your Outlook and re-add your email account to test

    (Note: Serious problems can occur if you modify the registry incorrectly. Before making changes, back up the registry to restore it in case something goes wrong.)

    Besides, if the issue still continues, I'm afraid that there might be issues with your Outlook client features. Please try to completely uninstall your Outlook client and reinstall the latest version of the Outlook client.

    "Outlook IT Pro Discussions" forum will be migrating to a new home on Microsoft Q&A, please refer to the sticky post for more details.

    Hope this can be helpful.

    Regards,

    Jeff Yang


    "Outlook IT Pro Discussions" forum will be migrating to a new home on Microsoft Q&A! We invite you to post new questions in the new forum.

    For more information, please refer to the sticky post.

    Saturday, July 25, 2020 9:49 AM
  • Hi ,

    Just checking in to see if above information was helpful. If you have any further updates on this issue, please feel free to post back.

    "Outlook IT Pro Discussions" forum will be migrating to a new home on Microsoft Q&A, please refer to the sticky post for more details.

    Regards,

    Jeff Yang


    "Outlook IT Pro Discussions" forum will be migrating to a new home on Microsoft Q&A! We invite you to post new questions in the new forum.

    For more information, please refer to the sticky post.

    Tuesday, July 28, 2020 5:55 AM
  • Thank you for explaining in details
    Tuesday, July 28, 2020 9:29 AM
  • Hello, Thanks for the response.

    Unfortunatly, the registry method didn't change the behavior of Outlook.

    I did try to re-install, but also, that did not change it's behavoir.

    I removed 2016 and put 2013 on it and it works just fine. SO, apparently, 2016 doesn't like the older MS addresses. I also created a brand new VM and put 2016 on that, same issue, will not autodiscover and manual setup just keeps asking you to "re-connect" by making a new profile.


    • Edited by 73blazer Tuesday, July 28, 2020 2:21 PM
    Tuesday, July 28, 2020 2:21 PM
  • Hi ,

    Thanks for your reply.

    >> I removed 2016 and put 2013 on it and it works just fine. I also created a brand new VM and put 2016 on that, same issue.

    Thanks for your keeping update. Since I do not have older MS email account, so I could not reproduce your issue. However, as mentioned before, I do tried tests with the same version of Outlook(16.0.4266.1001) as you and successfully added the Outlook.com email account. So, it's really strange that you can't add Outlook.com email account to your Outlook 2016. If you still want to research about this issue, it is suggested to try the "Test Email Auto Configuration" (via Ctrl+right click the Outlook icon in the windows task bar) and see if there is any difference between Outlook 2013 and Outlook 2016.

    "Outlook IT Pro Discussions" forum will be migrating to a new home on Microsoft Q&A, please refer to the sticky post for more details.

    Hope this can be helpful.

    Regards,

    Jeff Yang


    "Outlook IT Pro Discussions" forum will be migrating to a new home on Microsoft Q&A! We invite you to post new questions in the new forum.

    For more information, please refer to the sticky post.

    Thursday, July 30, 2020 1:04 PM
  • The test failed, it said to make a new profile. WHich if you do, fails with same message.

    Is there any log or traces you can turn on to see what the heck it's doing and where and why it's failing? I'm an application specialist for databases and cad programs, most applications have debug traces you can turn on to give you more detailed info, MS windows apps seem to not have much in the way of debug info, or is there something? Seems like there's gotta be something.

    Monday, August 3, 2020 4:23 PM
  • [Note] This forum will be locked down, you can continue to post in here before 8/10/2020. It is highly recommended to register the Microsoft Q&A Platform and create new thread in Microsoft Q&A Platform to continue the discussion.

    Hi ,

    I'm afraid that we could not troubleshot from logs. Not quiet sure if I have explained clearly before, Outlook client has the "Test Email Auto Configuration" feature (via Ctrl+right click the Outlook icon in the windows task bar) like below, you could try this feature with your email account in Outlook 2013 and Outlook 2016 and see if the diagnos information has any difference. You ccould firstly add any other email account in Outlook 2016 and then try this feature by entering the problematic email account.


    "Outlook IT Pro Discussions" forum will be migrating to a new home on Microsoft Q&A, please refer to the sticky post for more details.

    Hope this can be helpful.

    Regards,

    Jeff Yang


    "Outlook IT Pro Discussions" forum will be migrating to a new home on Microsoft Q&A! We invite you to post new questions in the new forum.

    For more information, please refer to the sticky post.

    Sunday, August 9, 2020 4:41 AM