Forum Discussion

Kyle McGovern's avatar
Kyle McGovern
Copper Contributor
Jan 17, 2018

we can't complete this because we can't contact the server right now

Just this morning I am having issues connecting to my Office 365 mailbox in Outlook 2016. I have been troubleshooting a similar issue with another colleague and now it seems I've been bitten by the bug! We are in a Hybrid Exchange environment though our mailboxes have been migrated to Exchange Online. So far only 2 accounts (me and the other colleague) are having this issue, that I know of. 

 

Outlook.office365.com works just fine.

  • JLMathes's avatar
    JLMathes
    Copper Contributor
    I'm not precisely responding to Kyle McGovern but sharing this with anyone else still experiencing this issue. Although this is a very old post (from 6 years ago), I stumbled across it because I was experiencing the exact same error message and had 3 emails stuck in my Outbox. This is what I did to resolve this issue:
    -- Exit MS Outlook
    -- Exit MS Teams (just in case you have a version that is tied to Outlook as a mail-enabled item)
    -- Launch Windows (File) Explorer
    -- Navigate to C:\Program Files\Microsoft Office\root\Office16 (for MS O365 suite)
    -- Single Click inside of that folder on any file/item and tap the letter 'S' key on your keyboard twice
    -- You should see the SCANPST application
    -- Double-click on SCANPST and a MS Outlook Inbox Repair dialog box will appear
    -- The file name to repair should automatically appear there. But if not, then browse to 'C:\Users\Profile\AppData\Local\Microsoft\Outlook\email address removed for privacy reasons'
    -- Click Start. It may ask you to overwrite that existing file with the same name. Click Yes to Overwrite.
    -- Allow this utility to run until it reports that it's completed
    -- Launch MS Outlook and see if those messages stuck in the Outbox have been sent automatically or try pushing them out by hitting "Send and Receive".
  • Mats Warnolf's avatar
    Mats Warnolf
    Brass Contributor

    I have had the same problem.

    • Webmail was fine, so no licensing issue
    • Using Monthly Channel (targeted) Version 1801 (Build 9001.2122 Click-to-Run)
    • Outlook would prompt repeatedly for passwords.
      • Removed my profile
      • Could not create a new profile (something went wrong...)
    • Ran Recovery Assistant (no errors found!?) and that created a new profile. 
    • Outlook managed to connect and rebuild the OST
    • Shortly after, Outlook started prompting for passwords again.
    • Removed the profile again
    • used Credential Manager and cleared the outlook credentials
    • Tried to setup a new profile using outlook and the mail applet i Control Panel but that failed.
    • Used the Recovery Assistant to do its checks which again was no errors found but it again created a profile.
    • Started Outlook and it rebuilt the OST. I am now connected and have had no prompts for password for 10 minutes. Crossing my fingers here.. 
  • If you suspect some issue on the backend, open a support case to get this investigated. Otherwise, try the usual tools - run Autodiscover tests internally and externally (ExRCA), go over the issues found by the SaRA tool, try crating a new profile on the affected machine(s), try running Outlook in safe mode...

    • KeithDXB's avatar
      KeithDXB
      Copper Contributor

      VasilMichev Sorry but what are:

       

      • "the usual tools":
      • Autodiscover tests internally and externally (ExRCA)
      • SaRA tool.

      Thanks 🙂

Resources