Outlook can't set up a new profile by using Exchange Autodiscover for an Exchange Online mailbox in Office 365

Problem

When you try to set up a new mail account for Office 365 by using the Add New Account Wizard in Microsoft Outlook, your Outlook profile isn't automatically set up. Additionally, you receive the following error message when Outlook tries to set up the server settings for your profile:

An encrypted connection to your mail services is not available

When you test by using the Microsoft Remote Connectivity Analyzer, the following error message may be returned:

Autodiscover cannot process the given e-mail address. Only mailboxes and contacts are allowed.

Cause

This problem occurs for one of the following reasons:

  • The wrong email address was entered on the Auto Account Setup page of the Add New Account Wizard in Outlook.
  • The required updates for Outlook to automatically connect to Exchange Online aren't installed for the version of Outlook that you're running.
  • The Autodiscover CNAME record for your domain doesn’t exist or isn’t set up correctly.
  • In organizations that use Active Directory synchronization, the mail, mailNicknamedisplayName , and proxyAddresses attributes are not set up correctly for the synced user in the on-premises Active Directory.

Note

This article discusses Outlook 2016, Outlook 2013, and Exchange Online. For help in connecting to Exchange Online from a mobile device, see Set up and use Office 365 on your phone or tablet. For help in connecting Outlook to a third-party service, contact your third-party mail provider.

Solution

Method 1: Run Office 365 Support and Recovery Assistant

Use the I need help setting up my Office 365 email in Outlook** diagnostic in the Support and Recovery Assistant (SaRA). **Click Run when you are prompted by your browser. This diagnostic does automated checks and returns possible solutions for you to use to try to fix any detected issues.

Additional methods

If you're using a custom domain

If Method 1 doesn't resolve the problem, and if you're using a custom domain with Office 365, use the following methods in the order in which they're listed. If the first method doesn't resolve the problem, go to the next one.

Method 2: Upgrade to the latest version of Outlook

First, make sure that you enter the correct email address and password on the Auto Account Setup page of the Add New Account Wizard in Outlook.

If you're using Outlook 2010 or an earlier version, upgrade to the latest version of Outlook. For more information, see Download and install Office using Office 365 for business on your PC.

For more information about how to set up Outlook for Office 365, see the following resources:

Note

If this method doesn’t resolve the problem, go to Method 3.

Method 3: Make sure that the Autodiscover CNAME record is set up correctly

The Autodiscover CNAME record must exist and must be set up correctly. We strongly recommend that you set up Exchange Autodiscover when you are using Outlook to connect to Exchange Online mailboxes. Setting up Autodiscover and other related DNS records is required for Outlook connectivity in Exchange Online. Administrators can use the Domain Troubleshooting Wizard in Office 365 or Microsoft Remote Connectivity Analyzer to confirm that the records are set up correctly.

Use the Domain Troubleshooting Wizard in Office 365

To use the Domain Troubleshooting Wizard in Office 365, follow these steps.

  1. Sign in to the Office 365 portal (https://portal.office.com) by using an administrator account.
  2. Click Admin to open the Microsoft 365 admin center.
  3. In the left navigation pane, click Domains, select the domain name that's used by the affected user, and then click Troubleshoot to start the wizard.

Use Microsoft Remote Connectivity Analyzer

To use Remote Connectivity Analyzer to test whether Exchange Autodiscover is working correctly, follow these steps:

  1. In a web browser, browse to the Microsoft Remote Connectivity Analyzer tool at the following website:

    Remote Connectivity Analyzer

  2. Complete all the required fields on the form, and then click Perform Test.

    Screen shot of enter test credentials

  3. When the test is finished, determine whether it's successful.

Method 4: Make sure that the user's attributes in Active Directory are set correctly

You can use the Get-RemoteMailbox cmdlet to determine the whether the following attributes are set correctly for the user. Common issues occur when a value is not set for one or more of these attributes. The following is an example of the correct attributes.

Attribute Example
primarySMTPAddress ted@contoso.com
alias ted
displayName Ted Bremer
emailAddresses SMTP: ted@contoso.com X400:c=us;a= ;p=First Organization;o=Exchange;s=Bremer;g=Ted
remoteRoutingAddress ted@contoso.mail.onmicrosoft.com

To update these attributes, you can use the Set-RemoteMailbox cmdlet.

After the correct values are set for these attributes, force directory synchronization to occur, and then try to set up the user's email account in Outlook.

If you're not using a custom domain

Method 2: Use the Add New Account Wizard in Outlook

If Method 1 doesn't resolve the problem, and you’re not using a custom domain together with Office 365, you can use the Add New Account Wizard in Outlook to set up your Outlook profile by using the default "onmicrosoft.com"-based email address that’s associated with users’ Exchange Online mailboxes when you signed up for Office 365. When you use the Add New Account Wizard to set up a new mail profile, you specify your Office 365 password and your default Office 365 email address in the form of <user>@<domain>.onmicrosoft.com (for example, kim@contoso.onmicrosoft.com).

This method is supported and works for customers who may not plan to have their own vanity or custom domain. This method also supports Autodiscover. If your mailbox server location changes, Outlook is updated accordingly by using the new location of your mailbox server.

More information

Microsoft doesn't support manually setting up a profile in Outlook for connectivity to mailboxes in Exchange Online in Office 365. However, we can help you complete other tasks, such as setting up DNS and Autodiscover records (as discussed in Method 2). This lets you set up your account through the supported methods.

References

Go to Microsoft Support and Recovery Assistant for Office 365 to solve this problem.

For more information, see the following Microsoft Knowledge Base articles:

  • 2555008 How to troubleshoot free/busy issues in a hybrid deployment of on-premises Exchange Server and Exchange Online in Office 365

Still need help? Go to Microsoft Community.