This article describes the causes for the issue with Outlook 2016/2019 connecting to Exchange mailbox and ways for resolution.

Possible reasons for Outlook 2016/2019 issues with connecting to Exchange are:

Exchange 2007 mailbox is not supported by Outlook 2016/2019

If your mailbox is hosted on Exchange 2007 platform and you try to create Outlook 2016 profile for your mailbox it will not be successful. Outlook will display the following error message: The resource that you are trying to use is located on an unsupported version of Microsoft Exchange. Contact your e-mail administrator for assistance.

Outlook 2016/2019 connection to Exchange 2007 mailboxes is not supported by design. There are following ways to resolve it:

  • Downgrade your Office 2016/2019 back to Office 2013 following the steps below:
    1. Use instructions from Microsoft or Fix it tool to remove current Office 2016/2019
    2. Download and install Office 2013 or Office 365 from your vendor. If you are an Office 365 subscriber with Microsoft you can find download links on the following Microsoft community page.
    3. Disable automatic updates to prevent Office from automatically updating to Office 2016 version 
  • Upgrade to Exchange 2010/2013. You can initiate In-Place Migration procedure for your Exchange account to be migrated to a more recent platform. Contact your Smarsh Hosted Services sales representative for the Upgrade.

There is no AutoDiscover record created for your Domain

Outlook 2016/2019 can be setup to connect to Exchange only if there is a valid AutoDiscover information for your domain. A special DNS record has to be configured for your domain.

To resolve the issue:

  • Contact DNS hosting provider for your domain and create a CNAME record for autodiscover hostname. Read the Knowledge Base article on What Is An Autodiscover Record And Why Do I Need It? for more information.
  • As a temporary solution (quick fix) you can modify the HOSTS file on the workstation adding a line for autodiscover service location. Read the Knowledge Base article on How Do I Find And Modify Entries In The HOSTS File? for instructions on locating and updating the HOSTS file. You would need to add the following line:
    To find out IP_for_AutoDiscover_service for your account navigate to CONTROL PANEL > Home > Exchange servers and settings > Autodiscover. You would need to ping the hostname you find there from Windows command prompt to get the IP.

AutoDiscover points to your Website

If you have the website running on, check how your website deals with .XML files. When Outlook is looking for the autodiscover record it checks the link below:

Some websites are configured to process requests to… with the particular response. If Outlook receives the response with any .XML file, it considers autodiscover is found when actually it does not.

To resolve the issue, contact your web developer and request to make appropriate changes, for example, set website responses with Page Not Found.