This article describes the steps for troubleshooting connectivity issues in Outlook 2011 for Mac.
Before proceeding check if you can log in to Webmail (OWA). That will allow you to determine if your connection to the server works fine.
- If you cannot log in to OWA and get one of these messages:
Login or password incorrect. Verify your email address and reset password, then try again.
Server is unavailable. Clear browser cache, restart OWA and try again. If the server is still unavailable, run traceroute command and provide Support with the results.
- If you can log in to OWA, proceed with the following steps:
Go to Outlook > Tools and switch it to Online mode if it is Offline.
Open Outlook and go to Tools > Accounts, select the existing Exchange account, and click the Advanced button in the lower right-hand corner of the window.
For more information read the article on Outlook 2011 For Mac Setup Instructions.
This troubleshooting step allows you to determine if your connection to the Exchange server is lost, and also shows where exactly that happened.
Go to Applications > Utilities > Terminal to run the command.
- If timeouts happen at the very beginning of the route, reboot your network equipment or contact ISP.
- If you see asterisk signs at the end of the route contact Support. Note that some servers might reject ping requests so timeouts on one particular hop do not indicate an issue.
Read the Knowledge Base article What Is A Trace Route (tracert)? How Do I Run One? for detailed instructions.
If you receive the error Mail could not be received at this time clear credential entries from Keychain:
Go to Applications > Utilities > Keychain Access and find entries for Exchange credentials. Right-click an entry and click Delete, then confirm deletion.
After you do that run Outlook and enter your password to create a new entry in Keychain.