Last Updated: June 1, 2011

Basic Troubleshooting for Outlook Autodiscover Issues

Users may experience the following Autodiscover issues in Outlook:

If the user cannot successfully access the Autodiscover URL:

  1. Have the user close all open Internet browsers.

  2. Re-open Internet Explorer and navigate to one of the following addresses, based on their data center location:

Is the user signed correctly signed into the Sign In Client?

  1. Have the user sign-out of the Sign In Client, even if they have previously signed in correctly.

  1. Have the user sign back into the Sign In Client.

  2. Now, have the user open Outlook from the Sign In Client; they should not be opening Outlook in any other method.

Can the user successfully access the Autodiscover URL?

  1. The following information should be displayed within the browser:

  1. If the user is prompted for a certificate, user name and password, or a different page, have the user perform the following steps:

Is the e-mail domain listed in the Autodiscover registry key?

NOTE: The user name and their e-mail address may be different. For example, a user name may be jsmith@contoso.com and the default e-mail address for the same user is jsmith@exchange.contoso.com; therefore the e-mail domain is exchange.contoso.com.

  1. In the Registry folder under Outlook, open: HKCU-Software-Microsoft-Office-12.0-Outlook-Autodiscover.txt and verify the user's e-mail domain is present in the list.

  1. If the e-mail domain is not listed, perform the following steps:

For example, if the user’s name is jsmith@contoso.com, then look for the contoso.com key and copy the value. If the user’s default e-mail address is jsmith@exchange.contoso.com, then create the string value exchange.contoso.com and paste the value into the key of exchange.contoso.com.

  1. Look for the outlook-autodiscover.xml file referenced in the Registry Key (previously) in the following folder of the MOSDAL report:

Are the Autodiscover registry keys applied?

  1. Run the following registry key to import the appropriate autodiscover values into the user's registry:

Keep in mind, all of the previous troubleshooting steps are for basic Autodiscover issues and should resolve most scenarios. As part of troubleshooting Autodiscover issue, users should ensure the latest Sign In Client and all Windows Updates are installed.

Has the Autodiscover CNAME record been added?

NOTE: Creating a CNAME record is only for customers who have their domain set as the Authoritative domain in Microsoft Online Services. This could potentially affect on-premise Exchange services.

  1. Contact your DNS administrator or registrar to make these changes.

  2. Edit your domain’s DNS and add the following CNAME record:

CNAME Target:

NOTE: Creating a CNAME record is only for customers that have their domain set as the authoritative domain in Microsoft Online. If not set appropriately, the CNAME record could affect on-premise exchange services.

Keep in mind, all of the previous troubleshooting steps are for basic Autodiscover issues and should resolve most scenarios. As part of troubleshooting Autodiscover issue, users should ensure the latest Service Client and all Windows Updates are installed.