Question IMAP Email Creation Issue with Outlook 365 on New Lenovo Laptop and Plesk Server

[Fastamir]

Hey All

Hope everyone is okay.
We have conversed before where you have provided some guidance; thank you for that.


Reaching out to see if you can shed any light, also reached out to Raul as he has helped in the past as well
Got a client on domain <redacted>
Email address <redacted>

He recently purchased a new phone and a new laptop.
Issue:
When I create the email address on his phone, it works fine (and he already has this email address on his work PC)
But when I try it on his new LENOVO laptop - using exactly ALL the same settings (incoming server, outgoing server, ports, username, password) it is failing in the creation of the email address; I have done this many times before but only face issues with Outlook 365

I get a message saying that cannot create account, please see service provider.
I googled the error and it says to remove autodiscover for the domain in Plesk.

ISSUE

When adding an Outlook account for Microsoft 365 with a custom domain or an Outlook.com account with a personalized email address, you receive the following error:

CAUSE

This issue occurs because the Autodiscover process that's used by Outlook receives an unexpected result from a third-party web server when it performs the root domain lookup. For example, Outlook may receive a result such as https:⁠//<RootDomain>/AutoDiscover/AutoDiscover.xml.

Typically, the root domain lookup would fail in this case, and Outlook would perform an Autodiscover lookup against https:⁠//AutoDiscover.<RootDomain>/AutoDiscover/AutoDiscover.xml. However, because Outlook receives a successful Autodiscover response from the root domain lookup, Outlook tries to authenticate against the advertised protocols such as POP and IMAP, and the operation fails.

SOLUTION

Contact your web service provider or the web hosting provider of your domain website and make sure that the web server is not responding to Autodiscover requests.

After doing this it is still the same, cannot create account on this laptop.
I know it is something to do with Outlook 365 but cannot get any joy as to the solution from anywhere.

Can you offer any advice, as user is a very good friend of mine.

Thanks in advance

Amir

 

[Martin Dias]

What errors do you get? The AI text seems to have not included it

Also I redacted the domain/email as this is a public readable forum

 

[Fastamir]

Hi Martin

Plz see image, it looks like a genericcy type of message, as per usual with MS.
Going to trouble shooting goes to generic server settings and general account setup.



On one occasion I did get a different message but like an idiot and in frustration I forgot to take a snapshot.

This is usually a 5 minute job, as you well know, but Outlook 365 is a PITA for a lot of people.
My friend / client does not want to use Thunderbird or anything else as the whole office is using Outlook.

Thanks

Amir

 

[Martin Dias]

Are you using Plesk email on its own or with Plesk Premium Email extension?

 

[Fastamir]

Hi

Plesk on it's own.
The same email address setup correctly with no difficulty on his new mobile phone and his desktop PC.
The Lenovo won't go past that message.

 

[Martin Dias]

can you provide me what mail client exactly is being used on the Lenovo? take a screenshot of the about outlook window maybe

 

[Fastamir]

Hi

Plz se these




The first image is where it reverts to after trying to confirm configuration.

Thanks

 

[scsa20]

I tested with the auto discover setting enabled and the new outlook (outlook 365) picked up the settings just fine and allowed me to connect without issues lol.

ANYWAYS, settings looks fine, you might just want to make 100% sure the password is correct and check the logs on the server since it should tell you if it's failing to connect or not and the reason why. You can also look at event viewer logs on the computer and such.

 

[Fastamir]

I tested with the auto discover setting enabled and the new outlook (outlook 365) picked up the settings just fine and allowed me to connect without issues lol.

ANYWAYS, settings looks fine, you might just want to make 100% sure the password is correct and check the logs on the server since it should tell you if it's failing to connect or not and the reason why. You can also look at event viewer logs on the computer and such.

@scsa20 - Wow. I'll try again with autodiscover on this time and see what happens.
This is normally a 5 minute process but been an absolute bellyache on this Lenovo.
Once I have tried this I will let you know.
btw thank you for you help

 

[Fastamir]

@scsa20 and @Martin Dias Thanks for your help.

In the end I uninstalled the preinstalled version of MS Office 365 and Re-Installed the current version from MS website.
Went into Outlook, after setting domain to autodiscover on our server, and within 30 seconds and the correct credentials the account was setup.
I was about to set the laptop to factory status but thought why not just re-install Office.
Wish they would tell you this as an option in Google's forums as it would save a lot of heartache.

Anyway all is good and account works fine.