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Cannot create a new Outlook mail profile – using the Office 365 Support and Recovery Assistant

One of the most common troubleshooting scenarios in Office 365 and the Exchange Online environment described as – cannot create a new Outlook mail profile.

Technically speaking, there are pre-requirements and best practices that need to be implemented before we try to configure a new Outlook mail profile for Office 365 users.

In a scenario in which we are not aware of this requirement or in scenarios in which, although we implemented the required requirements, we still cannot complete the task of creating a new Outlook mail profile, we can use the help of the Office 365 Support and Recovery Assistant.

In this scenario, we can use the Office 365 Support and Recovery Assistant for locating for us a possible problem that prevents the task of creating a new Outlook mail profile + download the require software update or fix the problems that were discovered + create for us a new Outlook mail profile.

The Office 365 Support and Recovery Assistant tool is a wizard based tool, provide by Microsoft for troubleshoot and fix Outlook client problems of Office 365 customers.

Using the Office 365 Support and Recovery Assistant tool are implemented in a two phases.

  • Step 1 – Download and install to Office 365 Support and Recovery Assistant tool
  • Step 2 – Activate the Office 365 Support and Recovery Assistant wizard and optionally create a new Outlook mail profile for the user

Step 1 – Download and install to Office 365 Support and Recovery Assistant

To download Office 365 Support and Recovery Assistant, use the following link: Microsoft Office 365 Support and Recovery Assistant (pre-release build for customer feedback)

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Click on the Run option

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Click on the Install option

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Click on the I Agree option

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Step 2 – Activate the Office 365 Support and Recovery Assistant

The Office 365 Support and Recovery Assistant tool perform the Troubleshooting process by simulating the access of Office 365 users to his Exchange Online mailbox.

In our example, we will implement the test by using the credentials of Office 365 user named: john@o365info.com

In the E-mail address text box, enter the E-mail address of the Office 365 recipient (john@o365info.com in our scenario) + the user password.

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Choose the option: I can’t set up Outlook with my Office 365 account

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In our example, we want to fix an Outlook connectivity problem in a specific desktop, for this reason, in the option box- is this affected machine?   We will choose the option of- Yes

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The Office 365 Support and Recovery Assistant tool start the troubleshooting process looking for a possible problem or issues that he can fix

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The Office 365 Support and Recovery Assistant tool “offer us” the option of creating a new Outlook mail profile – Would you like to setup Outlook with Office 365 for you?

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For creating the Office 365 mail profile, we will need to provide the E-mail address of the specific recipient, in our example: john@o365info.com

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In the next step, we will need to provide the user credentials.

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To finish the process click on the Close option

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In the following screenshot, we can see that a new Outlook mail profile was created for John.

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The o365info Team

The o365info Team

This article was written by our team of experienced IT architects, consultants, and engineers.

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