Outlook 2019 suddenly could not Send or Receive

S_Pollere 1 Reputation point
2020-07-27T12:39:31.953+00:00

We have about 10 Workstations running Windows 10 and Office 2019. All of them are using Exchange 365. Yesterday, 1 by 1, each of the workstations could not send or receive mail. After exiting Outlook, I could not start it again. It just hung at "Loading Profile."

What I tried that did not work:

1) deleted the .ost files

2) created a new profile, which failed

3) repairing Office

4) installed all updates

The temporary fix to the problem:

I had to enable all web traffic on my internal Firewall appliance to those workstations.

As soon as I did this, I restarted Outlook with the original .ost files and it opened fine.

Does anyone know why this happened? I would like to lock down internet access again and only allow the traffic that is necessary, but I have no idea what to open up.

Thanks in advance.

Steve

Outlook Management
Outlook Management
Outlook: A family of Microsoft email and calendar products.Management: The act or process of organizing, handling, directing or controlling something.
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  1. T. Kujala 8,721 Reputation points
    2020-07-27T16:31:07.487+00:00

    Hi @S_Pollere ,

    You could use Microsoft Remote Connectivity Analyzer to get more information about the problem.

    Run tests on the problem workstations.

    https://testconnectivity.microsoft.com/tests/o365

    13924-outlook-connectivity.jpg

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  2. JeffYang-MSFT 6,241 Reputation points Microsoft Vendor
    2020-07-28T02:39:50.187+00:00

    Yesterday, 1 by 1, each of the workstations could not send or receive mail. I had to enable all web traffic on my internal Firewall appliance to those workstations.

    According to your description, it seems that your issue is more related to your network environment. Did you do any specific operations to these problematic devices before this issue occurs(such as modify the settings related to network environment)? Please try to troubleshoot your issue from this perspective and see if there is any difference.

    Besides, as TKujala mentioned above, it is suggested to try the Microsoft Remote Connectivity Analyzer tool to diagnose your connection and see if there is more useful information.

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  3. S_Pollere 1 Reputation point
    2020-07-28T12:35:28.027+00:00

    There were no network changes leading up to this. All of the 10 machines affected were purchased new about a year ago. All of them are Windows 10 running Office 2019. These 10 are the only machines like it in the building and they are the only machines that had this issue.

    I will try to run the analyzer tool today and post my findings.

    Thanks...

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  4. S_Pollere 1 Reputation point
    2020-07-28T20:57:39.837+00:00

    I reverted one of my workstations back to it's previous state (would not get past "Loading Profile") and ran the analyzer. The test came back positive for Outlook connectivity, but I still cannot open Outlook without having full internet access.

    Any thought?

    TIA

    Steve

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  5. Yuki Sun-MSFT 41,051 Reputation points Microsoft Vendor
    2020-07-31T08:06:21.68+00:00

    You could run a Test E-mail AutoConfiguration to check the AutoDiscover service:

    1. Launch Outlook, as you are not able to open Outlook with the Exchange 365 account, you can create a new Outlook profile with a personal account for starting Outlook.
    2. While Outlook is running, hold down the CTRL key, right-click the Outlook icon in your system tray or notification area (lower right corner of computer screen), and then select Test E-mail AutoConfiguration.
    3. Enter your email address and password of the problematic Exchange Online account,
    4. Uncheck UseGuessmart and Secure Guessmart Authentication, press Test.
    5. Check the Log tab, you can share the output after removing the personal information such as email address and domain domain:
      14844-testautodiscover.jpg

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