To troubleshoot connectivity issues in Outlook, please try the steps listed below one by one and see if the problem persists after each step. If you still see performance issues or Outlook cannot connect, please submit the test results by opening a case with the Technical Support team. The results of these tests help us troubleshoot and attempt to resolve the issue(s) which may be causing connectivity problems for your organization.
Note: If you are using a version of Outlook older than version 2003, you must install Outlook 2003 or later (supported Outlook versions can be downloaded from HostPilot® Control Panel). If you are running a version of Windows older than XP SP1, please contact Support (earlier versions of Windows do not support some methods of connection and may make it harder to connect from certain locations).
Please note that Intermedia has discontinued support of Outlook 2010/2013 with Exchange 2003 accounts.
Important: Tests should be run while the user is experiencing connectivity issues.
The Outlook status bar might be showing "Connected to Microsoft Exchange," but may not sync properly, or may show the following status:
- 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 and login by trying to log into My Services.
- "Server is unavailable". Clear the browser cache, restart OWA and try again. If the server is still unavailable, proceed to the step 4 to run a traceroute command.
- If you can log in to OWA, proceed to the next step.
- If the Outlook status is Working Offline, open the Send/Receive tab and disable Work Offline option.
- Check the settings of the profile. Confirm that you have the correct Exchange Server in File (or Tools) > Accounts Settings > highlight the profile name and click Change, and the verify the correct proxy server in More Settings > Connection tab > Exchange Proxy Settings. You can find the correct server names in HostPilot® Control Panel > Users & Services > Advanced 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.
- If the settings or server names are wrong, correct them.
- If the settings and server names are correct, proceed to the next step.
- Run tracert to your server.
Read the Knowledge Base article on What Is A Trace Route (tracert)? How Do I Run One?.
- If there are some asterisks (*) or the response time is > 200 ms, locate the hop where it happens. You may need to reboot your router or modem or contact your ISP. If the asterisks appear beyond your Network, contact Support.
- If there are no asterisks (*) and the response time is < 200 ms when tracert is complete, proceed to the next step.
- Try running Outlook in Safe Mode and see if there is any difference in its performance. To do this, quit Outlook and navigate to Start > Run > type "outlook.exe /safe" without the quotes in Open field and hit Enter. Outlook will start in Safe Mode.
- Try running Outlook in Online Mode. You can disable Cached Mode in File (Tools) > Account Settings > double-click on the profile name > uncheck Use Cached Exchange Mode, save the changes and restart Outlook. Read the Knowledge Base article How To Enable Cached Exchange Mode In Outlook for more information.
- If there is improvement in Outlook performance in Online Mode turn Cached Mode back on and exit Outlook.
- You can recreate the profile.
- You can find the OST file and rename it. Start Outlook and let the OST file be rebuilt.
Read the Knowledge Base article Outlook Data File Locations.
- If there is no difference or performance is worse, turn it back on.
- Check the connection status of Outlook. To do this, hold down the CTRL key and right-click the Outlook icon in the notification area (system tray) of your computer. Select Connection Status.
- If Status is Established take a look at the Avg Respwhich stands for Average response time.
- If Status is Disconnected proceed to the step 8.
- If you have the CNAME record set up for autodiscover feature of your domain name run Test Email AutoConfiguration tool to see if Outlook connects to a correct record.
Read the Knowledge Base articles What Is An Autodiscover Record And Why Do I Need It? and What The Test E-mail AutoConfiguration Tool Does?.
- Please include the results of all these tests when contacting Support:
- Description of the issue(s).
- Presence of issue(s) in OWA.
- Differences in Outlook performance in Safe and Online modes.
- Tracert results and, if applicable, Test Email Autoconfiguration results.
- Outlook connection status.
- Outlook and Windows versions.
- Public IP address you are connecting from.
Note: You might need to take a screenshot. Read the Knowledge Base article How Do I Create A Screenshot On Windows?
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