Mailbox not accessible through Outlook mobile anymore

Daniel Brase 196 Reputation points
2020-10-28T16:45:08.05+00:00

We have one particular user that suddenly cannot access his on premise mailbox anymore. This was ok for some day but starting last Friday morning he was unable to access the mailbox. We have Hybrid Modern Authentication with Exchange 2016 in place and it work well for all users except this one. In the sync request I found following errors (get-syncrequest -mailbox <upn> | get-syncrequeststatistics):

  • StatusDetail: TransientFailureContinuousJobAuthFailure
  • FailureCode: -2146233088
  • FailureType: CannotFindAnyActiveTokenInTokenStoreException
  • Message: Error: There are no active tokens for this mailbox in the token store.

I couldn't find any information to this error and I already deleted the syncrequest. It was automatically recreated once the user logged in again in Outlook app. That means that this is not an authentication problem with Azure or mfa because I assume that a new request will only be created after logging into Outlook mobile successfully again. RCA is also ok for this user. Does anyone have an idea what could be wrong here?

Thanks, Daniel.

Microsoft Exchange Hybrid Management
Microsoft Exchange Hybrid Management
Microsoft Exchange: Microsoft messaging and collaboration software.Hybrid Management: Organizing, handling, directing or controlling hybrid deployments.
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  1. Daniel Brase 196 Reputation points
    2020-10-29T12:17:54.433+00:00

    Conclusion: After some testing with Android and without MFA the issues is gone. Unfortunately, we don't know what exactly caused the error and what solved it in the end. Maybe this thread will help someone in the future, anyway. Thanks for all replies.

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  1. Lydia Zhou - MSFT 2,371 Reputation points Microsoft Employee
    2020-10-29T05:52:53.227+00:00

    @Daniel Brase

    What's the detailed version of your Exchange 2016? You can use the following command to check: 

    Get-ExchangeServer | Format-List Name,Edition,AdminDisplayVersion

    Is there any modification in your organization of for this user mailbox before this issue?
    Does OWA or Outlook for PC work for this user mailbox?
    Does the user get any error when access from Outlook app? Please provide more details about the phenomenon from the user side. You can post the screenshot here, and don't forget to cover personal information.

    Does it occur with Outlook for iOS or Android?
    Try to remove the account from the device, then add it back.
    Please make sure the user is using the latest version of Outlook for iOS/Android. You also can remove the app and get the latest version, and make sure the app is compatible with user's mobile version.

    If available, try to use Outlook for mobile with other mobile device. From your description, the configuration should

    If the response is helpful, please click "Accept Answer" and upvote it.
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  2. Manu Philip 17,266 Reputation points MVP
    2020-10-29T06:27:18.587+00:00

    I recommend to test the connectivity using the Microsoft online tool here: exchange
    Could you please get the error details that the tool suggests