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Problem

Outlook client displays a message in the lower right corner that it is "Unable to connect to Exchange Server"

Solution

  1. Is network connectivity available on the computer?
    1. Yes - Proceed to #2
    2. No - Troubleshoot Network Connectivity 
  2. Did a password reset take place prior to Outlook losing connection?
    1. Yes - Clear Cached Credentials in Outlook
    2. No - Proceed to #3
  3. Launch Outlook in Safe Mode; Close Outlook and go to Start > Run > type outlook /safe and press Enter.
    1. If Outlook connects in Safe Mode, close it and relaunch it normally to see if it maintains connection
    2. If Outlook still does not connect move on to #4.
  4. Re-Create Outlook Profile - Getting Connected with UAlbany Mail
    1. If Outlook now connects issue is resolved
    2. If Outlook still will not connect move on to #5
  5. Install the Support and Recovery Tool for Office 365 and run that. Did it resolve the issue?
    1. Yes - Issue is resolved
    2. No - Proceed to #6
  6. Repair Office - How to Repair an Office Application. This can take 10-15 minutes. Did it resolve the issue?
    1. Yes - Issue is resovled
    2. No - Assign ticket to CSS-MCS for further troubleshooting

 

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