Cannot access OWA after re-create the Exchange virtual directories

Birdal 116 Reputation points
2020-12-03T15:05:44.293+00:00

Hi together,

I recreated Exchange 2013 virtual directories. After this change the cannot login on OWA externally. The users get login window. But if they use the correct credentials, they get the following error:

Login Failed - Please make sure that your Username and Password are correct, and then try again.

The users can access without any problem internally on OWA.

There is a KEMP load balancer between external users and Exchange Server. But we made no changes on Load Balancer.

External and internal URLs are correct. I found following article from Microsoft which describes the exactly this issue and offers a workaround.
[https://support.microsoft.com/en-us/help/2778897/cannot-access-outlook-on-the-web-or-the-eac-after-you-re-create-the-ow][1]

I applied but did not help.

I need help very urgently.

Best regards
Birdal

Exchange Server Management
Exchange Server Management
Exchange Server: A family of Microsoft client/server messaging and collaboration software.Management: The act or process of organizing, handling, directing or controlling something.
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  1. Birdal 116 Reputation points
    2020-12-04T13:43:16.957+00:00

    Hi together,
    we found the issue and solved it.
    There was a policy on KEMP load balancer which allows only a group of users to access to OWA. The users which I tested were not the member of this group. After we inserted them to this access group, they can now login externally without any problem.
    Best regards
    Birdal

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  1. Ivan_Wang-MSFT 76 Reputation points
    2020-12-04T07:00:20.863+00:00

    Hi @Birdal ,

    I'm here to narrow down your problem:

    1. Could you login on OWA externally with a new user?
    2. Did you encounter the same issue when using these mailboxes to access ECP externally?
    3. Is there any error in the test result if you use Microsoft Remote Connectivity Analyzer to test the external connectivity?

    Could you please provide your current configurations of the OWA virtual directory? I will copy/paste your settings in my server and see if i encountered the same issue (You could run the following command to see that, please don't forget to replace your server FQDN and URLs with false ones): 

    Get-OwaVirtualDirectory | fl Identity, *Url*, *Auth*

    Based on the error "Login Failed - Please make sure that your Username and Password are correct, and then try again.", I guess that the browser cache could be one reason to cause the incorrect credential issue, please try to clear the browser cache or access OWA in incognito mode, and see if there is any difference.

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