HEX Outlook Autodiscover Issue
Note: This help article applies only to Hosted Exchange. If you are not sure which email service you use, you can find more information in the following article.
https://www.green.ch/en/which-email-service-do-i-use
With Hosted Exchange, automatic account configuration via Autodiscover may not work correctly in Outlook for Windows. Documented cases occurred particularly after Microsoft updates.
In these cases, Outlook may use outdated or incorrect Autodiscover information. As a result, Outlook attempts to connect to the mailbox using a configuration that is no longer appropriate.
Typical Symptoms
- Outlook repeatedly prompts you to enter your password.
- Exchange account setup fails.
- Outlook uses an incorrect sender address.
- The account works only temporarily after being set up again.
- Outlook reverts to an outdated configuration.
- Outlook displays the message: “Your mailbox has temporarily moved on Microsoft Exchange server. A temporary mailbox exists, but might not have all your previous data.”
Cause
The cause is often not the Hosted Exchange mailbox itself, but locally stored Outlook, Exchange, Microsoft 365, Autodiscover or sign-in information on the affected Windows system.
Outlook particularly often attempts to use a Microsoft 365 Autodiscover entry even though the mailbox is hosted on Hosted Exchange.
Check Webmail Access First
The webmail test is the most important initial check.
- Open the Hosted Exchange webmail service.
- Sign in with your email address and current password.
- Check whether you can access the mailbox.
https://ch.exg7.exghost.com/owa
If you can sign in to webmail, the mailbox and password are generally correct. The cause is then usually Outlook, the locally stored credentials or the Autodiscover data.
If you cannot sign in to webmail, check the following in particular:
- Password
- Mailbox status
- Product assignment
- Account locks
Recommended Procedure
- Remove the affected Hosted Exchange account from Outlook.
- Apply the Hosted Exchange Autodiscover adjustment.
- Restart the computer.
- Set up the Hosted Exchange account again.
https://www.green.ch/en/reg-edit
The Autodiscover adjustment instructs the local Autodiscover service to use Hosted Exchange instead of Microsoft 365 entries.
Existing Outlook accounts often continue to use the previously stored Autodiscover information. Therefore, applying the adjustment alone is often not sufficient. Remove the existing Outlook account and then set it up again.
Delete Saved Credentials
If the problem persists, also check the credentials stored in Windows.
- Close Outlook completely.
- Open the Control Panel.
- Open Credential Manager.
- Open Windows Credentials.
- Remove all entries related to Outlook, Microsoft Office, Exchange, Office 365 or Autodiscover.
- Restart the computer.
- Create a new Outlook profile.
- Set up the Hosted Exchange account again.
Example images:
Clear the DNS Cache
In some cases, locally stored DNS entries can affect the Outlook configuration.
- Open Command Prompt as an administrator.
- Run the following command:
ipconfig /flushdns
Then restart Outlook and check whether automatic configuration now works.
New Outlook and Hosted Exchange
Third-party Hosted Exchange is currently not supported with full Exchange functionality in New Outlook in all cases.
Depending on the configuration, setup may only be possible using IMAP or POP. As a result, certain Exchange functions may not be available.
If possible, use Classic Outlook for Hosted Exchange.
Manual Setup
If automatic configuration via Autodiscover still does not work, set up the account manually.
https://www.green.ch/en/outlook-windows-manually-set-up-a-hosted-exchange-account
You can find the connection details applicable to your mailbox in the following article.
https://www.green.ch/en/email-connection-details-hosted-exchange
Repeated Password Prompts
If Outlook repeatedly prompts you to enter your password, also refer to the information in the following article.
https://www.green.ch/en/hosted-exchange-outlook-windows-keeps-asking-for-a-password
Note: If you can sign in to webmail but Outlook continues to configure the account incorrectly, creates a temporary mailbox or fails to complete automatic setup despite the correct information, contact Support. In some cases, further technical investigation may be required.
Related Information
https://www.green.ch/en/outlook-windows-manually-set-up-a-hosted-exchange-account
https://www.green.ch/en/email-connection-details-hosted-exchange
https://www.green.ch/en/hosted-exchange-outlook-windows-keeps-asking-for-a-password
https://www.green.ch/en/hex-outlook-new-problem-on-windows-11