Unable to configure a new profile using Exchange Autodiscover for your online mailbox

  1. Problem When you try to set up a new mail account for Office 365 using the Add New Account Wizard...
  2. Decision
  3. Additional methods
  4. Method 2: Update to the latest version of Outlook
  5. Method 3: Verify that the Autodiscover CNAME record is configured correctly
  6. Method 4: Make sure that the user attributes in Active Directory are set correctly.
  7. If you do not use your personal domain
  8. Links


When you try to set up a new mail account for Office 365 using the Add New Account Wizard in Microsoft Outlook, the Outlook profile is not automatically configured. In addition, when you try to configure server settings for a profile, you receive the following error message:

Encrypted email connection not available

When testing using the Remote Connection Analyzer, the following error message may be returned:

The Autodiscover service cannot process the specified email address. Only mailboxes and contacts are allowed.


This problem occurs for one of the following reasons:

  • Invalid email address was entered on the " Automatic Account Setup " page of the wizard to add a new account to Outlook.
  • The required updates for Outlook to automatically connect to Exchange Online are not installed for your version of Outlook.
  • The autodetection CNAME record for your domain does not exist or is configured incorrectly.
  • In organizations using Active Directory synchronization, the mail attributes, mailNickname , DisplayName, and proxyAddresses are incorrectly configured for a synchronized user in the local Active Directory.


This article discusses Outlook 2016, Outlook 2013, and Exchange Online. To get help connecting to Exchange Online from a mobile device, read the article. Install and use Office 365 on your phone or tablet . To get help connecting Outlook to a third-party service, contact a third-party email service provider.


Recommended method

Method 1: Run Office 365 Support and Recovery Assistant

Using Office 365 Email Setup Help ** Outlook Diagnostic Tool Support and Recovery Assistant (SaRA). * * Click the execute button when the corresponding response is displayed in the browser. This diagnostic performs automated checks and returns possible solutions that can be used to troubleshoot detected problems.

Additional methods

If you are using a personal domain

If method 1 does not solve the problem, and if you are using a private domain with Office 365, follow the steps below in the order shown. If the first method does not solve the problem, go to the next.

Method 2: Update to the latest version of Outlook

First, make sure that the correct e-mail address and password are entered on the Auto Account Setup page in the Add New Account Wizard in Outlook.

If you are using Outlook 2010 or earlier, upgrade to the latest version of Outlook. Additional information can be found. in the article Download and install Office using office 365 for business on a computer .

For more information about customizing Outlook for Office 365, see the following resources:


If this method does not solve the problem, go to method 3.

Method 3: Verify that the Autodiscover CNAME record is configured correctly

The autodetection CNAME record must exist and must be properly configured. It is highly recommended that you configure Exchange Autodiscover when you use Outlook to connect to your Exchange Online mailboxes. Configuring Autodiscover and other related DNS records is required to connect Outlook to Exchange Online. Administrators can use the domain troubleshooting wizard in the Office 365 tool or the Microsoft Remote Connectivity Analyzer to ensure that the records are configured correctly.

Use the Domain Troubleshoot Wizard in Office 365

To use the Domain 36 domain troubleshooting wizard, follow these steps:

  1. Sign in to the Office 365 portal ( https://portal.office.com ) using an administrator account.
  2. Click Admin to open Microsoft 365 admin center.
  3. In the left navigation pane, click Domains ****, select the domain name used by the affected user, and then click the Troubleshoot button to launch the wizard.

Using Microsoft Remote Connection Analyzer

To verify that Exchange Autodiscover is working correctly using Remote Connectivity Analyzer, follow these steps:

  1. In a web browser, go to the Microsoft Remote Connection Tool at the following website:

    Remote Connection Analyzer

  2. Fill in all required fields of the form and click the button to complete the test .

  3. After testing is complete, determine if it was successful.

    • If the check is successful, the Autodiscover service works correctly.

    • If the test fails, verify that the Autodiscover service is configured correctly. For more information, see the following sources:

Method 4: Make sure that the user attributes in Active Directory are set correctly.

Using the cmdlet Get - RemoteMailbox You can determine if the following attributes are correctly set for the user. Common problems occur when the value of one or more of these attributes is not specified. Below is an example of valid attributes.

Attribute Example primarySMTPAddress ted@contoso.com alias Ted displayName \ \ Bremer emailAddresses SMTP: ted@contoso.com X400: c = US; a =; P = first organization; o = Exchange; s = Bremer; g = "n / a" remoteRoutingAddress ted@contoso.mail.onmicrosoft.com

To update these attributes, you can use the cmdlet Set - RemoteMailbox .

After setting the correct values ​​for these attributes, you must force directory synchronization and then try to set up the user's email account in Outlook.

If you do not use your personal domain

Method 2: Use the Add New Account Wizard in Outlook

If Method 1 does not solve the problem and does not use a custom domain with Office 365, you can use the Add New Account Wizard in Outlook to configure your Outlook profile using the onmicrosoft. Com email address associated with the mailboxes of your Exchange Online users when registering with Office 365. When using the Add New Account wizard to set up a new mail profile, you must specify the Office 365 password and the default Office 365 email address in the form <> of the user @ <Domain>. onmicrosoft.com (for example, kim@contoso.onmicrosoft.com).

This method is supported and is suitable for customers who may not plan their own memorable or personal domain. This method also supports autodiscovery. If the location of the mailbox server changes, Outlook is updated to reflect the new mailbox server location.

Microsoft does not support manual configuration of a profile in Outlook to connect to mailboxes in Exchange Online in Office 365. However, we can help you perform other tasks, such as Configuring DNS records and autodiscovery (as described in Method 2). This allows you to set up an account using supported methods.


To fix this problem, go to Microsoft Support and Recovery Assistant for Office 365 .

Additional information can be found in the following Microsoft Knowledge Base articles:

  • 2555008 how to troubleshoot accessibility issues in a hybrid deployment of on-premises Exchange Server and Exchange Online in Office 365

Any questions? Go to section microsoft community .