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Outlook MS365 Mailbox Setup with Smarter Mail Beta
Problem reported by TK - 12/10/2022 at 7:02 AM
Submitted
While the operation of the existing demo mailbox within Outlook is fine - setting up a new mailbox with smartermail beta and outlook MS365 Version seems broken. It runs through just fine and at the end reports an error. 

6 Replies

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Andrea Free Replied
Employee Post
Hi TK, 

Thank you for your participation in the BETA! You're the first person to post your feedback, and we really appreciate it. 

I tested out this functionality, and i'm afraid I wasn't able to replicate this issue. I created a new SmarterMail account and added it to Outlook (MS365 version) successfully. 

As the first troubleshooting step, can you please check the user in SmarterMail to ensure they have MAPI & EWS enabled? If this setting isn't enabled in User Defaults, the new user would have been created without this feature enabled. To check the user:
  1. Log into SmarterMail as the System Administrator.
  2. Click on the Domain and go to the Accounts tab.
  3. Edit the user. On the Service Access card, enable MAPI & EWS, as seen below:

If MAPI & EWS was already enabled, please attempt the Outlook connection, and provide a screenshot of the error your receive. 

Finally, you can also look in the Administrative logs for more information:
  1. Log into SmarterMail as the System Administrator. 
  2. Click on the Manage icon, then select Troubleshooting from the navigation pane. 
  3. Click on View Logs. 
  4. Change the log type to Administrative and Search the logs. You should see a line like this: 
    [2022.12.12] 08:45:47.216 [IP REDACTED] MAPIEWS Attempting to login user: newaccount@domain.com
    • Successful connections will show this log line next:
      [2022.12.12] 08:45:47.216 [IP REDACTED] MAPIEWS Login successful: With user newaccount@domain.com
  5.  Please provide this log entry for your Outlook connection attempts. 

Kind regards,

Andrea Free
SmarterTools Inc.
877-357-6278

www.smartertools.com

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TK Replied
i've replied as pm. 
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Andrea Free Replied
Employee Post
Hi TK, 

In the interest of allowing others to participate in this discussion, I'll respond here as well. Since MAPI & EWS is indeed enabled for the user, and because the Administrative logs aren't showing the authentication attempts, I'd like to get a support ticket started for a direct review. 

I've started a support ticket with you, and I will keep this thread updated as that evolves. 

Kind regards,

Andrea Free
SmarterTools Inc.
877-357-6278

www.smartertools.com

1
TK Replied
Andrea,

I've now updated the ticket. For all:
- When adding an account from within outlook > File > Add Account > no success
- When adding the same account from within control panel > mail > profiles > emailaccount > works without problems

How are the 2 ways different?
0
Kyle Kerst Replied
Employee Post
Just wanted to add some possibly helpful items here in case it helps, or helps others. Because your administrative logs aren't referencing those authentication attempts - its possible that Outlook's autodiscover process could be breaking down. What is the domain name you're trying to set up? (Feel free to PM me this.) When you add a MAPI account to modern versions of Outlook it will probe a few items via Microsoft's middle-man service, and if they can't reach these, account setup will fail:

- Does https://mail.customer-domain.com terminate at SmarterMail and without security or other errors?
- Does https://autodiscover.customer-domain.com terminate at SmarterMail and without security or other errors?
- Is there an SRV record on the customer-domain.com DNS server pointing to mail.customer-domain.com on port 443?

If any one of these fails when probed from Microsoft, the Microsoft service will either return what it can (EAS or IMAP usually) or will outright fail to establish the account in Outlook. 
Kyle Kerst
Technical Support Specialist
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
Andrea Free Replied
Employee Post
Hi TK, 

We never received an update on the support ticket, so it ended up being closed. If you're still experiencing this issue in the latest BETA build, please submit a new support ticket so we can help get to the bottom of this. 

Thank you! 

Andrea Free
SmarterTools Inc.
877-357-6278

www.smartertools.com

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