Issue setting up email account in Outlook 2019 on Windows 11
Problem reported by Albert Frausto - 2/3/2022 at 5:35 PM

We recently purchased a new laptop with Windows 11 and have installed Office Professional 2019 Plus on it. When we try to set-up an Exchange account in Outlook 2019 it appears to set-up the account, but then returns with the login screen. Here a screenshots of our steps:

Step 1
Step 2 - Select Exchange
Step 3 - Enter email account credentials
Step 4

Step 5 - Returns to login screen
Step 6 - After cancelling out of Step 5
Because this is a new laptop there are no Profiles in Outlook. I've read the article at https://portal.smartertools.com/kb/a3496/outlook-for-windows-always-attempts-to-connect-to-office-365.aspx, but there is no AutoDiscover at HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Outlook\AutoDiscover 

In Step 3, the set-up attaches MicrosoftAccount\[email address] to the username, but even removing MicrosoftAccount\ we are unable to set-up the email account.

The email account we are trying to set-up is working on a desktop using Outlook 2019. and Windows 11.

Any suggestions how we can set-up the account in Outlook 2019?


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Kyle Kerst Replied
Employee Post
Hello Albert, I hope you're doing well today. I'm sorry to hear you're having issues with getting MAPI setup in Outlook, and I'd be happy to help point you in the right direction. The behavior you are seeing indicates Outlook failed to discover the account/server settings for this MAPI user, and this is usually caused by a missing or misconfigured DNS record. When Outlook attempts to automatically add a MAPI account it will probe a few criteria pertaining to the user in question. So, if the username is username@domain.com, Outlook will check the following: 

https://mail.domain.com should be reachable from client PC without security warnings or errors. 

https://autodiscover.domain.com should be reachable from client PC without security warnings or errors. 

SRV record should be reachable via DNS lookup and should reference mail.domain.com on port 443

If you can confirm these three items are in good shape from the client PC this might indicate something is blocking the connectivity to those records. Once those are in good shape though, this user should be able to successfully add their MAPI account without trouble! Please give that a shot and feel free to submit a ticket with us if you need a hand. Have a good one!
Kyle Kerst
Technical Support Specialist
SmarterTools Inc.
(877) 357-6278

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