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Office 365

david5 over 7 years ago

When using Office365 as the Incoming Mail Account, it causes intermittent connection issues whereby the helpdesk shows a timeout message from the server:

"A previous attempt to connect to name@domain.com (host 'outlook.office365.com') failed for 'name@domain.com'. 0 interval(s) remaining until retry."

Unable to connect to the Incoming Mail Account 'name@domain.com' due to the following error:

"Error while contacting mailbox: The helpdesk was able to make a connection with the Exchange web server, but a timeout occurred while attempting to retrieve the Exchange folder list. Please see FAQ<http://www.solarwinds.com:80/onlinehelp?productType=WebHelpDesk&language=en_US&productVersion=12.5.0&viewType=ProductView&authenticationKey=ignore&helpKey=HelpDeskFAQ125ExchangeConnectError> for more information.

I understand that we can ignore this timeout message, however we receive them so frequently it's not really possible to do. On top of this, if we have any other issue it's them spammed over by these messages and we can't see the other underlying issue. On top of this, it's quite distressing to see so many timeout messages in a short period of time across multiple days.

The Mail Account is set to Exchange, I understand that I can change this to POP3 or IMAP but this is not a feasible option.

I've increased the Connection Timeout to 400+ and this isn't reducing the error messages by much.

The connection to the server seems fine using this test: Microsoft Remote Connectivity Analyzer

Using Wireshark we can check the data packets but nothing seems off there either.

The firewall isn't causing any issues and the port isn't an issue either.

Multiple sites have reported the same issue, is this happening for anyone else here?

I've logged this with SolarWinds support, any further assistance would be very much appreciated if anyone has any ideas to try.

Top Replies

0 jeremymayfield over 7 years ago

I Use office 365 and had a day long outage due to the connection issues. I also opened a case with Microsoft. They are monitoring it. The issues appear to be in the account used to attach to O365. I had about 40K emails in the deleted folder so once i cleaned it out the mail flow started working again. I also set the account as its local to O365 and not a AD domain account, to PW never expires. I know that is not the safest so please save the never do that feedback. I found this was my key to stable communications.
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0 snazy2000 over 7 years ago

We are also having the same issue with Office 365 at the moment, we have raised with our helpdesk support and they have said a number of customers are having same issue....
We have to keep restarting to get it to start working again.
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0 mbussey over 7 years ago

Thanks everyone - we are aware and have a growing list of end users over the last few days in particular having this issue. Unfortunately we haven't been able to yet replicate the issue internally. Please make certain you log this with support so we can track and work with you on this. Thanks!
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0 david5 over 7 years ago in reply to jeremymayfield

Do you know what area codes your Office 365 are located at?
Is there any relation to your incident to ours?
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0 jeremymayfield over 7 years ago in reply to david5

I am in central Florida 352 Area Code.
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0 mbussey over 7 years ago in reply to jeremymayfield

Thanks for the findings. Can anyone else help confirm this potential fix?
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0 nstar-service over 7 years ago

It's like you are sitting in our shop now.
This issue has been ongoing all week. Luckily we caught on because we have had 30 minute gaps between successful connections to outlook.office365.com leaving a ton of potentially urgent tickets hanging out in limbo.
Same config here: Exchange connection to Office365 mailbox were it retrieves mail and then deletes the stuff it has read. Can't seem to figure out why it is happening, but it is annoying as heck.
-nstar
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0 jeremymayfield over 7 years ago in reply to mbussey

I am disconnected again. It was working, here is my case number 1125896 with solar winds.
Here is my case with Microsoft, RE: [REG:117022293275017] Trouble connecting to outlook.office365.com
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0 jeremymayfield over 7 years ago in reply to mbussey

Microsoft is asking for logs to be sent to them regarding this. Is there a way to get that?
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0 jeremymayfield over 7 years ago in reply to nstar-service

Very annoying but MS is willing to assist in the hunt so lets work together and get this figured out. My guess is they are now requiring some type of different security string to make this happen.
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