To troubleshoot connectivity issues in Outlook, follow the steps listed below one by one and see if the problem persists after each step.
Note: Outlook versions of 2003 and earlier are no longer supported. Windows versions older than Vista are not supported.
Note: Tests should be run while the user is experiencing connectivity issues.
The Outlook status bar might be showing Connected to Microsoft Exchange or Connected, but may not sync properly, or may show the Trying to connect... or Disconnected status.
- If the Outlook status is Working Offline, open the Send/Receive tab and disable Work Offline option.
- Check if you can log in to Webmail (OWA). If you cannot log in to OWA and get one of these messages:
- Login or password incorrect. Verify your password is correct, ask account administrator to reset your password if necessary.
- Server is unavailable. Clear the browser cache, try to login to OWA again.
- Check the pfofile settings. Go to File (Tools) > Account Settings > double-click on Exchange email address > verify the Server address is correct > More Settings > Connection > Exchange Proxy Settings > verify the proxy address is correct. You may find the correct server names in HostPilot® Control Panel > Home > Exchange servers and settings
- Note: If your server is Exchange 2013, the server name should be underlined and look like 20250514-db52-4776-b627-0edf7599bbe4@YourDomainName.com. Such a server name is expected behaviour for Exchange 2013 mailboxes. . .
- Run Outlook in Online Mode: go to File (Tools) > Account Settings > double-click on Exchange email address > uncheck Use Cached Exchange Mode > save the changes > restart Outlook. Read the Knowledge Base article on How To Enable Cached Exchange Mode In Outlook for more information.
If there is improvement in Outlook performance in Online Mode, it means the Outlook local cache file (.OST) is corrupted.
- You can recreate the profile.
- You can delete and recreate the OST file. Read the Knowledge Base article on How To Create, Compact, Repair Or Delete Offline Folders (How To Rebuild OST File) for instructions.
Note: you may need to reorganize your mailbox so that folders contain not more than 5000 items each. That is recommended by Microsoft and helps to improve Outlook perfromance.
- Run Outlook in Safe Mode: quit Outlook, navigate to Start > in Search field type in outlook.exe /safe (mind the space between .exe and /safe)> Enter. .
If the performance is better, disable the unnecessary Add-ins in Outlook. Read the Knowledge Base article on Body Of Messages Is Missing In My Outlook. What Do I Do? to find instructions on removing add-ins.
- Run trace route to your proxy server. You may find correct proxy server address in HostPilot® Control Panel > Home > Exchange servers and settings.
If there are some asterisks (*) or the response time is > 200 ms within your network (first 2-3 hops), reboot your router or modem, and contact your ISP if necessary. If the asterisks appear beyond your Network, contact Support.
If steps above did not help, provide Support with the results of the following tests:
- Description of the issue(s).
- Presence of issue(s) in OWA.
- Differences in Outlook performance in Safe and Online modes.
- Trace route results.
- Test Email Autoconfiguration results.
- Outlook and Windows versions.
- Public IP address you are connecting from.
- Client Access Server (CAS) you are connecting to. Browse the following link: https://your-proxy-address/server.aspx for Exchange 2007/2010, or https://your-proxy-address/scripts/server.aspx for Exchange 2013. You may find your proxy address in HostPilot® Control Panel > Home > Exchange servers and settings.
Note: You might need to take a screenshot. Read the Knowledge Base article on How Do I Create A Screenshot On Windows?