User cannot answer to mail in Exchange 2016 OWA

Stefan Falk 271 Reputation points
2020-09-04T12:22:27.85+00:00

Hello everybody, At a customer's site, there is an Exchange 2016 OWA user who cannot answer to e-mails from within OWA. OWA shows the strange message "Error: The message cannot be sent because your device is not connected to the internet. Try again when there is a connection" (translated from German in my own words). Exchange itself just works fine, and we can answer in OWA from other accounts. How can OWA say it could not send becaus a device is not connected to the internet? Best Regards, Stefan Falk

Microsoft Exchange Online Management
Microsoft Exchange Online Management
Microsoft Exchange Online: A Microsoft email and calendaring hosted service.Management: The act or process of organizing, handling, directing or controlling something.
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  1. Joyce Shen - MSFT 16,661 Reputation points
    2020-09-07T02:46:37.49+00:00

    Hi, @Stefan Falk

    Did the problem arise from the beginning or after the user made any changes on this account?

    Did the user enable any email signature in general settings? If yes, please try disable it temporarily then verify the result again.

    In addition, we could also try moving the user to another database which will repair the issue of the mailbox, Manage on-premises mailbox moves in Exchange Server

    New-MoveRequest -Identity agruber@Company portal .com -PrimaryOnly-TargetDatabase "MBX 02" -BadItemLimit 10

    Please also check if there is any error information recorded in event viewer and IIS log.

    Here is a thread discussed about the similar issue for your reference as well

    Exchange 2013 owa - Email view and sending error

    And the link provided in the reply of the thread mentioned this: any server with the MBX role installed, in IIS the OWA virtual directory must have anonymous permissions allow. IIS > Sites > Exchange Back End > owa > Anonymous Authentication enabled.
    Another user gives a comment about this: I had the same issue for only one user. IIS had the right permissions. Issue was there were two users in AD with the same LegacyExchangeDN attribute. One account was disabled and the other was the account with the issue. I removed the attribute from the disabled account and now it works.

    Please check if above suggestions are helpful to your scenario.

    If an Answer is helpful, please click "Accept Answer" and upvote it.

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