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PaulinaBojarska-0591 avatar image
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PaulinaBojarska-0591 asked ·

Cannot add additional Outlook profile

Hi there, I'm a Office 365 admin. I would like to archive user's/leaver's inbox, I have done this in the past by addidng leaver's profile to my Outlook, logging in as this user and exporting pst file. I have recently check and now this option is no longer available. It looks like I'm not able to add additional user to my Outlook (installed on machine) While attempting to add the leaver'profile I keep receiving the error : "Something went wrong"12565-error.png


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AndyDavid1608 avatar image
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AndyDavid1608 answered ·

Are you giving yourself full mailbox access? If so, auto-mapping should take care of that and in 30-60 minutes, you should see the other mailbox in your Outlook profile view automatically and you can export to a pst from there.

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PaulinaBojarska-0591 avatar image
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PaulinaBojarska-0591 answered ·

What do you mean by full mailbox access ?

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AndyDavid1608 avatar image
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AndyDavid1608 answered ·

You can use Powershell or EAC:
https://docs.microsoft.com/en-us/exchange/recipients-in-exchange-online/manage-permissions-for-recipients




Add-MailboxPermission -Identity <Leaver> -User <YourAccount> -AccessRights FullAccess

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PaulinaBojarska-0591 avatar image
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PaulinaBojarska-0591 answered ·

Delegate access to the leaver's account ?

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Full Access. You can do this rather than logging on as the leaver and it will give you access. If you scroll through that article I linked you will see examples in Powershell and EAC on how to do that.

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DianePoremskyMVP avatar image
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DianePoremskyMVP answered ·

Are you using their username and password to add the account to Outlook as an exchange account?

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ManuPhilip avatar image
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ManuPhilip answered ·

Hello @PaulinaBojarska-0591,


If you still face difficulty in accessing the account, you can try adding a new outlook profile (as you already have their credentials). Go to Control Panel->Mail>Show Profiles->Add a new profile. Select to prompt when opening outlook. You may now login to the mailbox directly and do the archiving task easily



Please mark as "Accept the answer" if the answer helps you. Your suggestion will help others also !


Regards,
Manu


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Hello @ManuPhilip this is what I was trying to do, but instead I'm receiving this error

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AndyDavid1608 avatar image
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AndyDavid1608 answered ·

The client protocols could be disabled. The license could have been removed. Could be number of things.
Since you have the user name and password, open a private/incognito browser session and access the account via OutLook Web App and verify you can even access the mailbox that way. I would still argue that simply giving yourself full mailbox access is much simplier, however try that and see if you can access it.

https://outlook.office.com/

If you can, then check the ensure that MAPI is enabled for that mailbox with get-casmailbox <user>. The basic output should show if MAPI is enabled.


P.S. For what's it worth: There is a current Portal advisory for some users:
https://support.microsoft.com/en-us/office/active-investigation-into-outlook-crashing-on-launch-9c59ad4b-813c-432a-afdc-f14717a4528d?ui=en-us&rs=en-us&ad=us

Incident information
Title: Users experiencing Outlook connection issues and crashes
ID: EX218604
Status
Investigating
Details
Title: Users experiencing Outlook connection issues and crashes
User Impact: Users may experience crashes or may be unable to access Exchange Online via Outlook.
Current status: We're investigating a potential issue in which users may experience crashes or may be unable to access Exchange Online via Outlook. We'll provide an update in 30 minutes.

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AndyDavid1608 avatar image
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AndyDavid1608 answered ·

@PaulinaBojarska-0591 , Given there is a known outage in 365 with Outlook, there is a good possibility this is related. I would wait a bit and try again later.


https://support.microsoft.com/en-us/office/active-investigation-into-outlook-crashing-on-launch-9c59ad4b-813c-432a-afdc-f14717a4528d?ui=en-us&rs=en-us&ad=us


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JeffYang-MSFT avatar image
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JeffYang-MSFT answered ·

Does this issue only happen to this specific email account?

As Andy mentioned above, to confirm if your issue is related to your Outlook desktop client, please try to log in to the web mail of that email account and see if it can work fine. You could also try to add other email account to the new Outlook profile to see if there is any difference.

Besides, the known issue might have effects on your issue. Please try the same operation on other versions of Outlook desktop client to see if it works.

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PaulinaBojarska-0591 avatar image
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PaulinaBojarska-0591 answered ·

Hi guys,

Thanks for your suggestions!

As advised I gave myself full permissions to the leaver's inbox (delegate access) to create .pst file .... and again I'm not able to see this delegate inbox in my Outlook. I have tried that with different accounts, some of them have appeared in my Outlook however their mailboxes were completely empty. I have checked with PowerShell commands and it confirmed that permissions have been granted. Also, I opened my Outlook on the Web and could access leaver's inbox! It looks like there is no issues with permissions but Outlook itself. I asked my admin colleague to replicate this to check if he faces the same issue. As a result he also received the same error while adding user's profile to his Outlook and he also could not see the user's delegate inbox in his mailbox. We have also tried that with different users' profiles. This is very odd, please let me know what do you think ?

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