Error Opening Outlook on MAPI

Hello Manuel! A lot of the time when I see these errors it means Outlook ran into a problem while working with the autodiscover deployment for the user's domain. Modern Outlook versions require a functional autodiscover environment for each domain they communicate with over Exchange protocols because Outlook simplifies the account setup procedure by passing all of the autodiscover steps through their cloud environment. This can run into problems if a few key requirements aren't met:

- Does https://mail.customer-domain.com terminate at the SmarterMail web interface without errors?

- Does https://autodiscover.customer-domain.com terminate at the SmarterMail web interface without errors?

- Does the customer-domain.com DNS server contain an SRV record referencing mail.customer-domain.com on port 443?

- Do requests to https://customer-domain.com/autodiscover/autodiscover.xml get redirected to https://mail.customer-domain.com/autodiscover/autodiscover.xml?

Can you check to confirm all of the above items are true from the affected client PCs please?

Kyle Kerst

Lead Internal Network/System Administrator

SmarterTools Inc.

smartertools.com

Manuel Martins Replied

10/10/2023 at 8:48 AM

Hi Kyle,

Thanks for your reply but i don't think there's nothing to do with Autodiscover nor DNS.

The accounts with this situation belong to Domains that have other MAPI accounts that are working well (fortunatly ). If it was an Autodiscover or DNS problem it should aftect other accounts in the same Domain.

In outlook if I have 2 MAPI accounts from the same domain, AccountA with problem and AccountB without any problem, when I define the AccountA file as predefined in Outlook profile then Outlook does not open and I get the error. But if I define AccountB file as predefined in Outlook profile then Outlook opens correctly and both accounts works perfectly!

And if I configure only AccountA in a new Outlook profile I get the error on first Outlook open.

Kyle Kerst Replied

10/10/2023 at 10:24 AM

Employee Post

Thanks for your follow up on this Manuel. With these results in mind, it sounds like there may be a problem specific to that particular account. Can you get a ticket submitted on this one so we can take a look with you please? Please be sure to include the user details and other information and we'll get to the bottom of it for you!

Kyle Kerst

Lead Internal Network/System Administrator

SmarterTools Inc.

smartertools.com

Gabriele Maoret - SERSIS Replied

10/11/2023 at 5:39 AM

I have this same issue with 1 single account on a single onpremise server with local Outlook clients.

It's a small server (only 17 users on a single domain), 16 working like a charm, 1 started to have this issue a few days ago (previously it was working).

I have an open ticket, but no resolution...

Gabriele Maoret - Head of SysAdmins and CISO at SERSIS

Currently manages 6 SmarterMail installations (1 in the cloud for SERSIS which provides services to a few hundred third-party email domains + 5 on-premise for customers who prefer to have their mail server in-house)

Manuel Martins Replied

10/11/2023 at 6:11 AM

Hi Grabiele,

I opened a ticket to, waiting for reply...

Thanks.

Gabriele Maoret - SERSIS Replied

10/25/2023 at 1:35 AM

I would like to give an update on this issue.

It's strange, but it seems that after updating, downgrading and then updating again, the user I was having problems with started working properly again...

I'll give you a timeline of what I did:

1 - from v. 8664 I updated to the new BETA to see if the problem was solved: nothing

2 - from the BETA I downgraded to v.8629 to see if it improved by going back 2-3 versions: nothing

3 - After a couple of days the user started working well again...

4 - I updated again to 8664 --> now everything seems to work fine...

I do not understand why...

Let's keep an eye on this for a few days and see how it goes...

Gabriele Maoret - Head of SysAdmins and CISO at SERSIS

Currently manages 6 SmarterMail installations (1 in the cloud for SERSIS which provides services to a few hundred third-party email domains + 5 on-premise for customers who prefer to have their mail server in-house)

Brian Bjerring-Jensen - VonBjerring GmbH Replied

10/25/2023 at 2:03 AM

Did you update the original 8664 build from anything other than 8629? in the first place??

Manuel Martins Replied

10/25/2023 at 2:08 AM

Hi Gabriele,

We had 2 users that were experiencing this problem and after a some days with a new outlook profile the problem desapear without doing anything to SM, neither upgrade neither downgrade.

Very strange beahavior.

Thanks.

Gabriele Maoret - SERSIS Replied

10/25/2023 at 8:01 AM

@Brian: you ask "Did you update the original 8664 build from anything other than 8629? in the first place??"

This is a long running server, installed from v. 8517 and then updated periodically. These are the versions installed one after another:

Gabriele Maoret - Head of SysAdmins and CISO at SERSIS

Currently manages 6 SmarterMail installations (1 in the cloud for SERSIS which provides services to a few hundred third-party email domains + 5 on-premise for customers who prefer to have their mail server in-house)

Gabriele Maoret - SERSIS Replied

10/25/2023 at 8:01 AM

@Brian: you ask "Did you update the original 8664 build from anything other than 8629? in the first place??"

This is a long running server, installed starting from v. 8517 and then updated periodically.

The issue started a few days after the 8664 update.

These are the versions installed one after another:

Gabriele Maoret - Head of SysAdmins and CISO at SERSIS

Currently manages 6 SmarterMail installations (1 in the cloud for SERSIS which provides services to a few hundred third-party email domains + 5 on-premise for customers who prefer to have their mail server in-house)

14 Replies

Reply to Thread