Mail problem with Microsoft Outlook LTSC 2024

E-mails
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1

Hello,

We are experiencing crashes with the OVH accounts we have set up in Microsoft Outlook LTSC 2024.

When Microsoft Outlook crashes, we restart the application, but it remains stuck at the step “Loading the mail profile”. It is then no longer possible to proceed any further, except by deleting the mail profile.

However, even after deleting and recreating the profile, the problem eventually recurs.

Do you have any leads or recommendations to identify the cause of this issue and resolve it permanently?

Thank you in advance for your help.

2

Hi @support1

The most likely cause is a Microsoft feature called 'Direct Connection to Office 365', which tries to connect to Microsoft’s servers instead of OVHcloud’s, causing Outlook to hang while loading the profile.

Try the following:

  1. Completely close Outlook.
  2. Open the Registry Editor (regedit) on the affected machine.
  3. Navigate to the following path. If the AutoDiscover key does not exist, create it:
    HKEY_CURRENT_USER\\Software\\Microsoft\\Office\\16.0\\Outlook\\AutoDiscover
  4. Within AutoDiscover, create a new DWORD (32-bit) value named:
    ExcludeExplicitO365Endpoint
  5. Double‑click it and set the value to 1.
  6. Restart Outlook and try setting up the account again.

:spiral_notepad: Sometimes a PC restart is necessary.

This tells Outlook to ignore the Office 365 endpoint and use OVHcloud’s autodiscover.

Let me know, cheers.
Sergio Turpín

3

Hi Sturpin,
Thanks for your feedback,
I applied your tips but it doesn't work; the mailbox stays at “profile loading”.
And yet everything was working perfectly two days ago.
And this affects all mailboxes hosted on OVH Exchange

4

The problem is that the ExcludeExplicitO365Endpoint key is sometimes not enough after an update :thinking:

In addition to the one you already have, try adding these in the same path (HKEY_CURRENT_USER\\Software\\Microsoft\\Office\\16.0\\Outlook\\AutoDiscover):

  • ExcludeHttpsRootDomain = 1
  • ExcludeHttpsAutoDiscoverDomain = 1
  • ExcludeScpLookup = 1
  • ExcludeHttpRedirect = 1
  • PreferLocalXML = 1

Now that I think about it, some users have also had to create ExcludeExplicitO365Endpoint in a different "Policies" path:

HKEY_CURRENT_USER\\Software\\Policies\\Microsoft\\Office\\16.0\\Outlook\\AutoDiscover

If this doesn't fix it, the most reliable solution that has worked for many users is use Thunderbird as the mail client for OVHcloud Exchange accounts, at least temporarily, until Microsoft or OVHcloud resolve this incompatibility :smirking_face:

Let me know how it goes, cheers.
Sergio Turpín