Microsoft Outlook Disconnected

One update to the information contained within original post - I have disconnected my outlook address from my original user account in the hopes of accessing the apps and settings with the new user account (both are admin users) however, I am still unable to access anything to connect my new user account to my outlook/windows profile. May 18, 2018 The error statement ‘ The connection to the Microsoft Exchange server is unavailable. Outlook must be online or connected to complete this action ’ means that users are unable to work online. This is a barrier while working with Microsoft Outlook, usually when something urgent is in process. The Microsoft 365 Roadmap lists updates that are currently planned for applicable subscribers. Check here for more information on the status of new features and updates. If you’ve got checked all of the above and Outlook is disconnected still from your on-premise Microsoft Exchange server, you’ll indeed have a drag together with your server certificate especially if you’re working with a self-signed certificate, which is another indication that you simply could also be handling a situation where Outlook cannot establish a reference to your Exchange mail server thanks to a certificate error.

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Original KB number: 2962915

Symptoms

You experience one or more of the following symptoms in Exchange Server 2013.

Symptom 1

The Outlook 2013 client, Outlook 2010 client, or Outlook 2007 client disconnects from the server that is running Exchange Server 2013. Shortly after the disconnection, the client reconnects to the Exchange server. This behavior continues repeatedly.

Symptom 2

The MSExchangeRpcProxyAppPool is continually recycled. In Event Viewer under Application and Services LogsMicrosoftExchangeActiveMonitoring in the ProbeResult log, you see probe result errors for the Outlook service for different 2013 databases that indicate the StoreError=UnknownUser value.

In the Details view in the log entry, you see this line:

Microsoft Outlook 2007 Disconnected

Microsoft.Exchange.Data.Storage.DatabaseNotFoundException: The database with ID <GUID> couldn't be found

The relevant parts of the error event are the following:

Log Name: Microsoft-Exchange-ActiveMonitoring/ProbeResult
Source: Microsoft-Exchange-ActiveMonitoring
Date: DateTime
Event ID: 2
Task Category: Probe result
Level: Error
Keywords:
User: SYSTEM
Computer: CAS.contoso.com
Description:
Event Xml:
<ServiceName>Outlook</ServiceName>
<IsNotified>0</IsNotified>
<ResultName>OutlookMailboxCtpProbe/2013 Mailbox Database 1</ResultName>
<WorkItemId>121</WorkItemId>
<DeploymentId>0</DeploymentId>
<MachineName>CAS1</MachineName>
<Error>Error returned in ConnectCallResult. Error code = UnknownUser (0x000003EB)</Error>
<Error>Error returned in ConnectCallResult. Error code = UnknownUser (0x000003EB)</Error>
<Exception>Microsoft.Exchange.RpcClientAccess.RopExecutionException: Error returned in ConnectCallResult. Error code = UnknownUser (0x000003EB) ---> System.Exception: Microsoft.Exchange.RpcClientAccess.Server.UnknownUserException: Unable to map userDn '/o=First Organization/ou=Monitoring Mailboxes/cn=Recipients/cn=HealthMailboxcaea01e2cff446d1b0645f01d11fb55f' to exchangePrincipal (StoreError=UnknownUser) --- Microsoft.Exchange.Data.Storage.DatabaseNotFoundException: The database with ID <Unknown DB Guid> couldn't be found.

Microsoft Outlook Disconnected

Symptom 3

The MSExchangeRpcProxyAppPool application pool is continually recycled much like it is on the CAS. In the system log, you might also see events 7031 and 7032 logged, as follows:

Time: DateTime
ID: 7031
Level: Error
Source: Service Control Manager
Machine: <2013 MBX Server name>
Message: The Microsoft Exchange RPC Client Access service terminated unexpectedly. It has done this 1 time(s). The following corrective action will be taken in 5000 milliseconds: Restart the service.
Time: DateTime
ID: 7032
Level: Error
Source: Service Control Manager
Machine: MachineName
Message: The Service Control Manager tried to take a corrective action (Restart the service) after the unexpected termination of the Microsoft Exchange RPC Client Access service, but this action failed with the following error:
%%1056

Note Lol riot.

This log entry indicates that the RPC Client Access service is unexpectedly terminated.

Symptom 4

On the Exchange 2013 MBX server, in Event Viewer under Application and Services LogsMicrosoftExchangeActiveMonitoring in the ProbeResult log, you see probe result error events for the Outlook.Protocol service for different 2013 databases that indicate the StoreError=UnknownUser value.

In the Details view in the log entry, you see the following line:

Microsoft.Exchange.Data.Storage.DatabaseNotFoundException: The database with ID <GUID> couldn't be found

The relevant parts of the error event are the following:

Log Name: Microsoft-Exchange-ActiveMonitoring/ProbeResult
Source: Microsoft-Exchange-ActiveMonitoring
Date: DateTime
Event ID: 2
Task Category: Probe result
Level: Error
Keywords:
User: SYSTEM
Computer: mailbox1.contoso.com
Description:
Probe result (Name=OutlookSelfTestProbe)
Event Xml:
<ServiceName>Outlook.Protocol</ServiceName>
<IsNotified>0</IsNotified>
<ResultName>OutlookSelfTestProbe</ResultName>
<WorkItemId>60</WorkItemId>
<DeploymentId>0</DeploymentId>
<MachineName>MAILBOX2</MachineName>
<Error>Error returned in ConnectCallResult. Error code = UnknownUser (0x000003EB)</Error><Exception>Microsoft.Exchange.RpcClientAccess.RopExecutionException: Error returned in ConnectCallResult. Error code = UnknownUser (0x000003EB) ---> System.Exception: Microsoft.Exchange.RpcClientAccess.Server.UnknownUserException: Unable to map userDn '/o=First Organization/ou=Monitoring Mailboxes/cn=Recipients/cn=HealthMailbox147dc27242bb4da4acd5d94cf214934b' to exchangePrincipal (StoreError=UnknownUser) ---> Microsoft.Exchange.Data.Storage.DatabaseNotFoundException: The database with ID <Unknown DB Guid> couldn't be found.

Cause

This problem occurs because a public folder database that one or more Exchange 2013 mailbox database point to as the default public folder database setting was deleted in ADSI Edit. The unknown database GUID that is mentioned in the log entry details is that of the deleted public folder database.

You can verify this problem by running the following command:

The output that is generated by this command resembles the following:

Note

This output indicates that one or more of the Exchange 2013 mailbox databases are pointed to a public folder object that is in the Deleted Object container in Active Directory Domain Services (AD DS).

Resolution - Method 1

Warning

If you use the ADSI Edit snap-in, the LDP utility, or any other LDAP version 3 client, and you incorrectly modify the attributes of Active Directory objects, you can cause serious problems. These problems may require you to reinstall Microsoft Windows 2000 Server, Microsoft Windows Server 2003, Microsoft Exchange 2000 Server, Microsoft Exchange Server 2003, or both Windows and Exchange. Microsoft cannot guarantee that problems that occur if you incorrectly modify Active Directory object attributes can be solved. Modify these attributes at your own risk.

If you are not using legacy public folder databases, or if you are working in a pure Exchange 2013 environment, remove the default public folder database setting on each Exchange 2013 Mailbox database that points to the deleted public folder database object.

To do this, connect to CN=Configuration in ADSI Edit, and then navigate to this location:

Domain.com/Configuration/Services/Microsoft Exchange/Org/Administrative Groups/Exchange Administrative Group (FYDIBOHF23SPDLT)/Databases

Clear the msExchHomePublicMDB value so that it reads as <not set>.

Resolution - Method 2

If you are in an Exchange coexistence environment that includes Exchange 2013, and you are still connecting to legacy public folder databases (that do not use Exchange 2013 public folders), you can set the default public folder database to a valid Exchange 2010 or Exchange 2007 legacy public folder database. To do this, run the following command in Exchange Management Shell:

Here’s a question we just got from one of our readers:

Hey there 🙂 I have Outlook 365 installed on my computer which is quite an upgrade from my previous email client. But here’s the thing: Every once and then when i start Outlook on my laptop (which is typically connected to the network via Wifi,) it shows that Outlook is disconnected from the server and i am not really able to receive emails. Any ideas about how to fix this so i can reconnect to my server?

Thanks for the questions. In my answer i will assume that you are on Windows and not on macOS.

We’ll look into two possible scenarios:

  1. Your Outlook client is working in the so-called offline mode, and can’t connect to your mail server.
  2. Your Outlook client is online, but for some reason it is disconnected from the server so it can’t refresh your mailbox.

Outlook is working offline

When Outlook is working in offline mode, that will be clearly indicated in the status bar in the bottom of your screen, as shown below.

Microsoft Outlook Disconnected Need Password

Server

You might as well notice that your Outlook icon in the Windows bar has a red X sign indicating you are not online.

Offline access to Outlook might be beneficial if you are traveling or would like to access your mailbox from places with no reliable network connectivity. That said, when online, you most probably would like to connect to the mail server and start sending and receiving your emails.

Microsoft Outlook Disconnected How To Reconnect

So how to go back online? Just proceed as following:

  1. Open Microsoft Outlook.
  2. Then navigate to the Send / Receive tab.
  3. In your right hand side, you’ll notice the Work Offline button as shown below.
Reconnect

Microsoft Outlook Disconnected After Update

  1. Hit that button
  2. Outlook will attempt to re-connect. If for some reason that doesn’t happen, go ahead and restart your Outlook client.

Outlook is disconnected

You might find out that your Outlook has been disconnected from the server. That will be visible in the status bar in the bottom of the screen as shown below.

This is probably due to a temporary hiccup in your connectivity to the network/VPN. When back online, Outlook might automatically try to re-connect back to the server. If this doesn’t work, here is how to easily reconnect.

Goo chances that if you are using Exchange, Outlook will first display the “Need Password” message. If so:

  1. Go to the Send / Receive tab.
  2. Hit the Type your Exchange Password button and proceed accordingly.
  3. If Outlook connects and starts to sync your mailbox you are all set.
  4. If that’s not the case or you are not working on Exchange, close all Outlook Windows.
  5. Restart Outlook.
  6. If can’t connect you might want to ensure your Network/Internet connectivity is available. You can easily do that by opening a browser window and opening a website.
  7. If no Internet issues, try to restart your computer.

If still disconnected, we’ll go ahead and open Outlook in the so-called safe mode:

  1. Close all Outlook Windows.
  2. Assuming you are on Windows 10, from your Desktop, hit the Search Magnifying glass (Next to the Start icon in the left hand side of the desktop.
  3. Then type Run and open the Run Desktop App.
  4. Then type Outlook /safe and hit OK.
  5. Outlook will now open in safe mode.
  6. Now try to connect.
  7. Disable any Outlook add-ins and restart Outlook.

How To Reconnect Outlook To Server

Then type