Fix: Outlook cannot log on. Verify you are connected to the network and are using the proper server and mailbox name

Outlook cannot log on. Verify you are connected to the network and are using the proper server and mailbox name. The Mailbox Exchange information server in your profile is missing required information. Modify your profile to ensure that you are using the correct Microsoft Exchange information service. This issue occurs because the root domain server is responding to the autodiscover request, and you will not be able to open Outlook or use your account with it. This happens due to Microsoft’s continuous updates and upgrades to its services, which sometimes result in outdated configurations for its users.

Many users are experiencing this error with both Outlook and Exchange, and the general consensus is that Microsoft is to blame. This issue usually occurs with Outlook 2016 but can also happen with other versions. The message will lead you to believe that you need to update information in your profile, which is impossible to do since Outlook will not open.

However, there are a few things you can do, such as modifying the registry or creating an .xml file that addresses the issues with autodiscover. Read on to see what you can do about this issue.

Method 1: Use the /resetnavpane command

The resetnavpane switch clears and regenerates the Navigation Pane for the current user profile. It also removes all favorite folders and shortcuts, doing the same thing as deleting profilename.xml.

1. Press the Windows key and R simultaneously on your keyboard to open the Run dialog.
2. In the dialog box, type the following command and press Enter on your keyboard or click OK:

Outlook.exe /resetnavpane

Note that there is a space between “Outlook.exe” and “/resetnavpane”. This should help fix the issue with Outlook, and you can continue using it again.

Method 2: Delete the keys within the Profiles of Outlook via the Registry Editor

Deleting a certain folder from the Registry Editor will cause Outlook to start repopulating the OST data. The OST data is used when you have an Exchange account, and you want to use the Cached Exchange Mode, or you simply want to work offline. Afterward, you can continue using Outlook as usual. You can even attach a PST, which is used for IMAP, POP3, and web-based mail accounts, if you want or need.

1. Press and hold the Windows and R keys on your keyboard.
2. In the Run dialog, type regedit and press Enter, then click OK.
3. Now that you’re in the registry editor, use the left side navigation pane to go to the following folder. Note that 16.0 is for Office 2016 (Outlook 2016). If you’re using an older or newer version, the number will be different as follows:

Outlook 2007 = \12\
Outlook 2010 = \14\
Outlook 2013 = \15\
Outlook 2016 = \16\

HKEY_CURRENT_USER\SOFTWARE\Microsoft\Office\16.0\Outlook\Profiles\Outlook

4. Delete the keys in the folder.

Method 3: Tell Outlook not to respond to AutoDiscover, but to your domain instead

The issue in question occurs because the root domain server responds to the autodiscover request, and Outlook doesn’t even make it to AutoDiscover.[domain.com]. If you add the registry entry below, you are telling Outlook to ignore the root domain and go to the next option on the list.

Option 1: Via Registry Editor

1. Use steps 1 through 3 of the previous method, but stop after \16.0\Outlook, and don’t open the Profiles folder. Instead, click the AutoDiscover one.
2. Right-click on the right side, select New, and choose DWORD (32-bit) Value.
3. Name the value ExcludeHttpsRootDomain.
4. After adding, double-click the value and set the Value data to 1, leaving the Base as Hexadecimal.
5. Close the Registry Editor window, and Outlook should work as it’s supposed to again.

Option 2: Via an .xml file

1. Create a text file containing the text below, and save it as test.xml. You can create a text file by right-clicking anywhere on your desktop, going to New, and selecting Text Document.

<?xml version="1.0" encoding="utf-8"?> 

<Autodiscover xmlns="http://schemas.microsoft.com/exchange/autodiscover/responseschema/2006"> 

  <Response xmlns="http://schemas.microsoft.com/exchange/autodiscover/outlook/responseschema/2006a"> 

    <Account> 

      <AccountType>email</AccountType> 

      <Action>redirectUrl</Action>
      <RedirectUrl>https://YOUR_CAS_SERVER_NAME_HERE/autodiscover/autodiscover.xml</RedirectUrl>

    </Account> 

  </Response> 

</Autodiscover>

2. Save this file with a name and location you know, ensuring you won’t delete it by accident later on.
3. Follow the first step of Option 1 to get to the AutoDiscover folder.
4. Create a new String value and name it whatever your email domain name is, for example, com.
5. Double-click the new value and enter the path to the .xml file you just created.
6. Create a DWORD value and name it PreferLocalXML.
7. Double-click it and give it a value of 1.
8. Close the Registry Editor and try Outlook again.

Method 4: Delete your profile and create a new one

This is the last resort, as it completely deletes your Outlook profile, and you will have to create a new one and reconfigure your connection. The steps are listed below, but if you would like a pictorial guide, then view:

1. Press the Windows button and type Control Panel, then open the result if using Windows 8 or newer. Older editions will have the Control Panel in the Start menu – open it directly from there.
2. Switch to Icons view, large or small, and open Mail.
3. Click Mail -> Profiles, and select the Outlook profile.
4. Click Remove to delete it.
5. Click to add a new profile and name it Outlook1.
6. Follow the instructions to configure your account again.

When you’re done, you will have created the account/profile again, this time configured the way Windows likes it, and you won’t have any issues with it.

At the end of the day, this issue, along with several others, occurs because Microsoft constantly upgrades and evolves Windows, and not all new functionalities are compatible with their older counterparts. However, if you follow any of the methods above, you will have your Outlook account running again in no time.