A few months ago, we encountered a peculiar issue with a client who needed to reconfigure their email account on the Outlook mobile app after changing phones. For reasons unknown at the time, the setup repeatedly failed. Initially, we assumed it was a phone-specific issue. However, as similar cases arose (e.g., users changing phones or resetting their passwords), a pattern emerged: existing users of the Outlook mobile app were unaffected, but anyone trying to reconfigure or set up their account from scratch was unable to do so.
To investigate further, I submitted a support ticket to SmarterTools. Interestingly, they confirmed experiencing the same issue. Their response (Ticket 30D-2ED93A29-002B, for reference) aligned with what our customers have reported.
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I am able to set up the account without any issues within eM Client, Outlook for Desktop, Thunderbird and several mobile mail applications but I am also having the same issue with Outlook for mobile. Unfortunately because of the way this is set up, my suggestion would be to update to our latest build and see if you still have the same issue.
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SmarterTools has requested that we upgrade our server to the latest build for testing. However, my main concern is that currently, only a small number of users have reported the issue. I'm worried that upgrading might introduce problems for existing users who are not currently experiencing any issues.
Since I don’t have access to a SmarterMail server running the latest build, would anyone be able to kindly create a test account for me to use for further testing?