Forum Discussion

Copper Contributor

Aug 19, 2020

SARA Tool Incorrect username or password

Hi, We are currently experiencing an issue with the SARA tool that I am trying to deploy for the support staff on a large migration to Exchange Online. All client users are getting the issue with...

ChristianBergstrom

Silver Contributor

Aug 19, 2020

ilmaestro7 Hey! Thanks for the info. I understand you're talking about the "support tool" button from within Outlook under the Help menu then? As I said I have no experience from what you're describing, but for me it sounds as if the pre-migration Autodiscover server is cached in the Outlook profile in the registry as you can create new profiles successfully.

If applicable (obviously) you could use the ExcludeLastKnownGoodUrl reg key and Outlook will not use the last known working AutoDiscover URL.

Either of these.

HKEY_CURRENT_USER\Software\Microsoft\Office\x.0\Outlook\Autodiscover
DWORD: ExcludeLastKnownGoodUrl
Value: 1

HKEY_CURRENT_USER\Software\Policies\Microsoft\Office\x.0\Outlook\Autodiscover
DWORD: ExcludeLastKnownGoodUrl
Value: 1

ilmaestro7

Copper Contributor

Aug 19, 2020

ChristianBergstrom

Hi ,

Yes the SARA tool is the built in support tool in Outlook.

Thanks for replying again, I had already looked into using the reg entry, but I have found no users with any on-prem Exchange server info within any Autodiscover keys. Also normally this reg key issue is for users who can't connect to Outlook after their mailboxes have been migrated to Exchange Online and we are not currently experiencing that issue at the moment.

Hopefully MS will get back to us shortly with the SARA logs and a resolution to the problem.

Rgds

Lee