Description


This is a guide to setting up Outlook 365 to a MPexchange hosted email account.


Please note that Manage Protect technical support are not qualified or trained to provide desktop support for Outlook 365. We will also not log in to end user devices to troubleshoot.


Please note that all referenced articles are offered 'as is' and only should be followed by someone with the required experience and technical skill level. Manage Protect cannot take responsibility for any issues caused by following these articles.


Requirements

  • MPexchange email account.
  • Outlook 365, or Outlook 2016 or later.
  • An autodiscover record for the customer domain must be present and set correctly.

Outlook 365

Note that 'New Outlook' currently only supports Microsoft 365, outlook.com and Hotmail accounts, it does support any hosted exchange accounts. If you have 'New Outlook' you will need to roll it back to legacy Outlook before a MPexchange account will work.


Outlook 365, when a new email account is added, does not as first choice check the autodiscover record. It first checks for a Microsoft 365 account with the relevant email address, secondly checks for mail exchanger settings at the customer internet domain, and then thirdly checks the autodiscover record.


There is a set of registry entries that alter this behaviour and change the order to aid with MPexchange working.


It can be downloaded from here


This should be saved and run from the local machine. It will ask for confirmation that it is OK to include the entries, you will need to confirm this.

Note that this will not break any other services, it simply changes the priority of the search.


Multiple email accounts on the same server

Adding multiple email accounts as separate items in Outlook 365 is not a supported configuration.

Please refer to this article.


One account only should be setup, and delegate access given to other mailboxes. To setup delegate access to other mailboxes, please refer to this article.


This does mean that be default, sent emails are saved in the primary user Sent Items folder, not in the delegate mailbox Sent Items folder.

To change this behaviour, you can refer to this article.


Adding the MPexchange account

Accounts are best added from the Windows Control Panel rather than Outlook.

In Windows, Click Start, and type 'Control Panel'. Click the link to open the Windows Control Panel.

Click into Mail (Microsoft Outlook).


There should be no other emails accounts here from the same server - please refer to the section above.


Click New


Enter the user's full name, their email address and account password into the relevant fields, and click Next.


Windows Security may pop up a dialog box asking for credentials. Please ensure that the username AND password are both correct. If not, click More Choices and Use a different account, and enter the correct details.


If this box is titled "Microsoft 365' instead of 'Windows Security', then the service is attempting to use Microsoft 365, and a registry fix will need to be applied to change the server search order. See Troubleshooting below'.


If a certificate box appears, and the certificate is not from '*.serverdata.net', then the service is attempting to connect to the wrong server. You will need to check the customer domain autodiscover record to ensure that is correct, and possibly check the internet DNS provider to ensure that the mail exchanger is not set to 'local'. Please refer to this article.

The setting should be set to 'Remote Mail Exchanger'.


Some examples that should always show serverdata.net in the URL.



If Windows then asks for a service type, please ensure to choose 'Exchange'.


The wizard will notify you if the account is setup correctly.


When opening Outlook, it will then connect and start to download emails. If you have a large mailbox, please be patient while it updates. As long as the status at the bottom right of Outlook says 'Connected to ...', then emails should be downloading. Even if emails aren't appearing, the default setting is to only download the last year of emails, and Outlook may still be processing older emails that are checked, but not downloaded.


Troubleshooting

  • Ensure that your password is correct. Visit webmail.manageprotect.com and enter the email address and password.
  • Try to set the account up in a new Outlook profile.
    You can do this by going to the Control Panel, Mail, and Show Profiles. You can add a new profile from there.
  • There is a set of registry entries that alter this behaviour and change the order to aid with MPexchange working.

    It can be downloaded from here

    This should be saved and run from the local machine. It will ask for confirmation that it is OK to include the entries, you will need to confirm this.

    Note that this will not break any other services, it simply changes the priority of the search.

  • If the password dialog box keeps appearing, you may have incorrect cached credentials in the Windows Credential Manager.
    Click into the Windows Control Panel, and into Credential Manager.
    Choose Windows Credentials.
    Below is an example of multiple credentials - all MPexchange servers are 'serverdata.net'.

To clear all credentials and start fresh, you should click the arrowhead at right of all entries containing 'serverdata.net', and remove them. We advise to backup the credentials before you do this so that you can restore if required.