Can't access a hidden mailbox in Outlook after a migration to Office 365 hybrid environment

Original KB number:   4034273

Symptoms

After a migration to Microsoft Office 365, users cannot open a folder or add a hidden mailbox in Outlook. Also, users may receive the following error messages, depending on what they are trying to add or access.

  • Additional mailbox

    The name cannot be resolved. The name cannot be matched to a name in the address list.

  • Additional Exchange account

    The name cannot be matched to a name in the address list.

  • Calendar or other folders

    Microsoft Outlook does not recognizeUserName.

Cause

This is expected behavior when you try to add a hidden mailbox.

Resolution

Auto-mapping enables users who have Full Access permissions to access a hidden mailbox. If you migrate from an on-premises environment, refer to the following article for instructions to enable auto-mapping in a hybrid environment:

Auto-mapping doesn't work as expected in an Office 365 hybrid environment