Outlook Troubleshooting Steps before Escalation

  1. Start with the Microsoft SARA diagnostic tool.
  2. Make sure to try Outlook on the Web; Go to https://exchangeonline.unh.edu and see if you can send/receive email using the online version of Outlook. If the web version works, you might be able to access what you need without troubleshooting. Try different browsers if the first one doesn't work.
  3. Flush DNS. To do this, go to Start and type "cmd". Right click Command Prompt then select Run as Administrator. Type "ipconfig /flushdns" then press Enter. A command box will flash on the screen for a split second and the DNS Resolver cache is cleared.
  4. Enable TLS 1.1 and 1.2 for Windows
  5. Remove non-work account from access work and school (Keep the AD account).
  6. Clear the Outlook cache. To do this, go to File > Account Settings > Account Settings again. Double click on the exchange account in question and change cached mode from checked to unchecked or vice versa. Close the dialog box and try re-opening Outlook. Note: Make sure Cached Mode gets turned back on.
  7. If clearing the cache doesn't solve your problem, try building a new Outlook profile. For Windows. For Mac. To do this, go to Control Panel > Mail > Profiles > Add Profile . Test out the new profile before deleting anything old. Note: rename the old .ost or create a new profile with a different name, this forces outlook to recreate the .ost file.
  8. Run Office and system updates then reboot your computer.
  9. Check another computer on your Network, or another user profile.
  10. Check your Network.
  11. Reach out to your Department IT or the service desk. If the above steps have not resolved your issue, please contact the IT Service Desk at 603-862-4242. Please be ready to inform the consultant of your Operating System and Version, Browser being used and Version, and MS Office Version.
  12. If none of the processes work, create a support ticket.

If you are on a Mac, check your time. The automatic clock might be incorrect which can cause issues.

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Article ID: 2143
Tue 2/4/20 2:31 PM
Thu 8/12/21 1:46 PM
Applicable Institution(s):
Granite State College (GSC)
Keene State College (KSC)
Plymouth State University (PSU)
University of New Hampshire (UNH)