mobile outlook app disconnect excahnge server

Question

When I set up my Exchange server on the Outlook mobile app and send a request, it fails before reaching the Exchange server. The error log says 'an error occurred during authentication.' Since I can't collect logs, I'm not sure what to focus on. My autodiscover DNS setting and mobile configuration are correct, but the request goes to Outlook, and no logs appear on my Exchange server. What could be the issue here? Where should I look and what should I adjust?

Answer 1

Hi, @İsmail Can ÜNSAL

From your description, I understand that you are experiencing authentication issues when connecting to Exchange Server using Outlook for mobile.

You can check the following areas:

1. Since you have few error messages and cannot accurately troubleshoot, you can use Microsoft Remote Connectivity Analyzer to help obtain error information. Microsoft Remote Connectivity Analyzer Tool - Connectivity Analyzer | Microsoft Learn
2. Make sure you're using the correct user credentials.
3. Make sure the account has the permissions it needs to access the mailbox. Accounts may be disabled by your organization for security reasons.
4. Verify that the Exchange ActiveSync policy restricts access from the mobile app.
5. Make sure the certificate is up-to-date and configured correctly.

There is a discussion about similar issues here Outlook Android App error occurred during authentication. Please try - Microsoft Community

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Answer 2

1. I can access the owa page and login without any problems. I can also log in via iOS Mail exchange account and Samsung Mail/Gmail application with the same credentials. As you can see, web and mail logins are successful, and requests are reaching the server. Issue only occurs with the Outlook mobile app, where it shows an error before the request reaches the Exchange server. USB debug log: "2024-09-11 16:56:51.863 510-3040 BufferQueueProducer surfaceflinger E [com.microsoft.office.outlook/com.microsoft.office.outlook.ui.onboarding.oauth.OAuthActivity$_14166#0] disconnect: not connected (req=1)" Mobile outlook app error shown on UI: "an error occurred during authentication" I also configured an exchange proxy, and I do not see any requests coming to the server backend. Are there any extra requirements or does Outlook Mobile App check extra stuff before authenticating?