Fixes or workarounds for recent issues on Outlook.com

Last updated: December 2016

Important Announcement

ACTION REQUIRED: Reconnect Outlook 2016 or Outlook 2013 to Outlook.com for uninterrupted email access

Earlier this year we introduced the new Outlook.com, which helps you focus on what matters, collaborate effortlessly, and get more done. As part of the upgrade, we are also moving accounts to a more secure and reliable infrastructure. The upgrade impacts accounts ending in @outlook.com, @hotmail.com, @live.com, or @msn.com.

Once your Outlook.com account has been upgraded, you’ll need to reconnect Outlook 2016 or Outlook 2013 to your Outlook.com account to ensure the best experience and fix issues. To check if your account has been upgraded, login to your account through a web browser and compare your mailbox with the images below.

Mailbox Pre-Upgrade

Outlook.com menu bar

Mailbox Post-Upgrade

Outlook Mail menu bar

If you do not reconnect your upgraded email account, you will soon no longer be able to send or receive Outlook.com emails via your desktop version of Outlook 2016 and 2013 until you reconnect. Additionally, by not reconnecting, you may experience email and calendar sync issues that will be resolved once you reconnect. You will still be able to send and receive emails via the web on www.Outlook.com.

For detailed instructions and help on how to reconnect your account, please visit this article.

Note: This change only affects any Outlook.com accounts you are accessing via Outlook 2016 or Outlook 2013. You do not need to reconnect to your other email accounts, such as Office 365, Exchange, or other third party email accounts. You can also continue to send, receive, and access email from your Outlook.com account on the web via any popular web browser.

Outlook.com issues affecting email messages, attachments, and features

You might see this error if your primary alias's name is the same as an existing work or school account in Office 365 or Azure Active directory.

To resolve this error, try any of these steps:

For more information, see "Something went wrong" page with error ADDriverStoreAccessNonLocalException.

ISSUE

When connecting in Outlook as an Exchange account, you are unable to configure your personal custom domain email account.

WORKAROUND

  1. Add a CNAME record to your DNS settings at your domain registrar. A CNAME record is needed for Outlook to configure the account using Autodiscover. The only record you need to add is for Host Autodiscover.

    Record type

    Host

    Points to

    Priority

    TTL

    MX (Mail Exchanger)

    @

    <domain-key>.mail.protection.outlook.com

    Note: Get your <domain-key> from your Office 365 portal account.
    How do I find this?

    10

    For more information about priority, see What is MX priority?

    1 hour

  2. Verify your MX record is still configured for Hotmail. An MX record ensures you can receive email from other people.

    When you originally setup your Domain settings for Outlook.com an MX record was added to your DNS settings. This record has some unique numbers and/or letters followed by *.pamx1.hotmail.com and it needs to be preserved. You can confirm the MX record is still configured properly by looking up your domain at http://mxtoolbox.com. This record should be listed before any other MX records for this domain. For example, this is what it should look like on http://mxtoolbox.com:

    Pref

    Hostname

    IP Address

    TTL

    10

    123456789.pamx1.hotmail.com

    65.54.188.109

    60 min

    Backlist Check

    SMTP Test

When you try to login to your mailbox that connects to an Exchange Server, you might receive a "Something went wrong" page, with this error DatabaseNotFoundException.

To resolve this issue, login to your account using this link: http://outlook.live.com/OWA
If you still get the error, add an Outlook.com alias to your account, (if you don’t already have one) and use that alias as your primary alias.

To learn more about Outlook.com aliases, see Add or remove an email alias in Outlook.com.

This error could occur if you have a non-Microsoft email address as the primary email address on your account.

To resolve this issue, set your Microsoft email address as the primary email address:

  1. Sign in to the Microsoft account website.

  2. Select Your info.

  3. Select Manage your sign-in email or phone number.

  4. Select Make primary next to the alias you want as your primary. The alias has to be a Microsoft email address, such as an email account that ends @outlook.com or @hotmail.com or @live.com.

To learn more about managing your aliases, go to Manage aliases on your Microsoft account.

You may not receive attachments in emails that are sent via Multimedia Messaging Service (MMS) from a phone to your email address.

A fix has been identified for this issue, and will be rolling out this month.

These instructions only apply if you have connected your Outlook.com account to an Office 365 work or school mailbox via Outlook on the web. As part of the Outlook.com upgrade, we will be moving you to a more secure and reliable infrastructure. Once your Outlook.com account has been upgraded, your Outlook.com email will stop syncing to your Office 365 mailbox.

To resolve this issue, follow these steps to reconnect your Outlook.com account:

  • Wait until you have been migrated to the new Outlook.com. To check if you have been migrated, read this Get help with Outlook.com article.

  • Log in to Outlook on the web to access your Office 365 work or school account.

  • Choose Settings (the cog wheel at top right corner)> Mail > Connected accounts to access the connected accounts options page.

  • Select your connected Outlook account and click the trash can icon to delete it.

  • Reconnect your Outlook account by clicking on the plus (+) icon.

For more detailed instructions on how to add a connected account, go to Connect email accounts in Outlook on the web (Office 365). If you experience any other issues, use the Contact Us link at the bottom of this page to contact support.

We apologize for the temporary inconvenience this may cause and we're excited for you to enjoy the benefits of the new Outlook.com.

You may receive a connection error if you have your Outlook.com account configured as IMAP in multiple email clients. We’re actively working on a fix and will update this article when we have more information. For now, you can try the following workaround:

  1. Go to http://account.live.com/activity and sign in using the email and password of the affected account.

  2. Under Recent Activity find the Security challenge event that matches the most recent time you received the connection error and click to expand it.

  3. Click This was me to let the system know you authorize the IMAP connection.

  4. Attempt to connect to the account via your IMAP client.

For more information on how to use the Recent Activity page, go to What is the Recent activity page?.

We are aware of an issue where multiple blank contacts are being created in the default Android mail app on Android devices. We are in the process of releasing a fix at this time. In order to receive the fix, you must perform the following steps:

  1. Login to your account at http://www.outlook.com.

  2. Select the gear icon in the top right corner.

  3. Select Options from the drop-down menu.

  4. Select General from the menu on the left of the page.

  5. Select Mobile Devices.

  6. Highlight the device that is experiencing the issue.

  7. Select "-" icon from the row above the list of devices and confirm the removal.

Following these steps will clear the blank contacts on your next device sync.

Windows Phone may encounter error 0x8500201D when syncing with Outlook.com email. We are aware of this issue and a fix will be out very soon. We apologize for any inconvenience this may cause.

Note: You can still access your email via your web browser at http://www.outlook.com

If you're trying to add a Google Connected account to your Outlook.com account using POP, you may have encountered an error. This is due to security settings that is preventing the connection. Please follow the instructions from Google detailed in this article: https://support.google.com/accounts/answer/6010255?hl=en

We are aware of an issue where email addresses are displayed instead of contact names in contacts lists. Our engineering team is currently investigating this and we hope to have a fix deployed soon. We appreciate your patience while we work to resolve this issue.

Please follow these steps, one at a time, to fix issues with your POP account. If these steps don't help resolve your issue, please search for your specific issue in the Outlook.com community forums or contact support.

Step 1: Update your POP account settings

  1. Go to https://outlook.live.com/owa/?path=/options/connections.

  2. Sign in with your Microsoft account.

  3. Under Manage your connected accounts, find your POP account. A status of "Update failed" should appear next to the POP account with issues.

  4. Double-click the account or select the account and click on the pencil icon to get to the Edit connected accounts page.

  5. Update the account password and click Save.

  6. The account status should now show "Pending update" and should eventually change to "Up to date".

If the account status is stuck on "Pending update" for a long period of time, or it changes to "Update failed", or it changes to "Up to date" but you continue to experience issues, try the next step.

Step 2: Enable mail provider settings

If updating the password for the connected POP account didn't resolve the issue, you may need to change certain mail provider settings to enable a connection that could be blocked.

If you're mail provider isn't blocking the POP connection or following the unblock steps doesn't work, try the next step.

Step 3: Remove the connected POP account and reconfigure it as an IMAP connection

If the first two steps don't help resolve the problem, and your email server supports getting emails through IMAP, you should consider switching to IMAP instead. IMAP provides several advantages over using POP, including the ability to sync changes across all your devices and to all of your mail folders (not just the Inbox). To remove the failing POP account and add IMAP, follow these steps:

  1. Go to https://outlook.live.com/owa/?path=/options/connections.

  2. Sign in with your Microsoft account.

  3. Under Manage your connected accounts, select the POP account and click on the trash icon to remove it.

  4. Click Yes in the Remove connected account? dialog box.

  5. Once the account is removed, try adding it again and select Create a new folder for imported email, with subfolders like the account you connect option under the You can choose where the imported email will be stored section.

If none of these steps help resolve your issue, please contact support for further assistance.

Need more help?

Call support

Talk to support
You can contact a support agent on the Microsoft Contact Us page.

Online

Get online help
You can find self help topics from getting started to troubleshooting on this Get help with Outlook.com article.

Office 365 community forums

Ask the community
Get help from experts in our forums:
Outlook.com community forum

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