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How to resolve the issue if the Outlook shows disconnected


Posted Date: 04-Apr-2013  Last Updated:   Category: Software Issues    
Author: Member Level: Gold    Points: 150


In this article, I have outlined a very detailed troubleshooting procedure to fix the issue with MS Outlook whenever a user is unable to access and it shows disconnected at right bottom of the Outlook page.



MS Outlook is one of the most widely used email clients used in all the companies for internal and external communication purpose by e-mail because of its user friendliness, faster and efficient services. It is such an important application of an organization that if it stops working, the whole business gets impacted because it impairs the communication completely.

There are a lot of features in outlook which enable the users to compose their e-mails in desired formats, using colors, changing fonts, spell and grammar checks, etc. Apart from that, it also has other options like calendar which helps the users to manage time, reminds them of any meetings and appointments for the day, scheduling meeting and sending invites, etc.

As we know in a professional environment, effective communication is the most vital part and without outlook it's impossible to achieve. Outlook is hosted by the exchange servers installed in the company for smooth two way communication. It also helps the users in performing various daily activities apart from just sending or receiving e-mails.

It has features like Tasks and Notes for tracking and reminding daily activities for the users.

Please see my other articles on techulator which explain about the issues and troubleshooting steps of various features and options of outlook.

How to delegate the access of an Outlook Calendar to another person in Outlook 2003 and 2010

How to open a shared calendar in Outlook 2003 and Outlook 2010

How to fix the issue if Outlook calendar and task reminders do not appear in Outlook 2003 and 2010

How to schedule a recurring meeting in Outlook 2010

How to fix the issue when a user is unable to view free busy information in Outlook 2010

How to know on which Exchange server an email account is located in Outlook 2003 and Outlook 2010

How to synchronize P drive in Windows XP

How to add an additional or shared mailbox to Outlook 2003 and 2010

How to take print out of shared calendar in Outlook 2003

How to update Global Address Book in Outlook 2003 and 2010

How to recover deleted items in Outlook 2003 and 2010

Outlook calendar and task reminders do not appear as expected in outlook in 2003 and 2010


When outlook fails to work, it creates a chaos in an organization as without it, the employees can't proceed with their work. It's one of the most effective, faster and cost efficient application which has to be always active and running.

This issue is very important and common however there are quite an easy ways for fixing the issue if it's not global. That means if a single user is impacted, he can easily fix the issue by following the steps below. But if the issue is multi-user impact, then the service desk specialist will have to determine if there is any issue with the exchange server.

Quick troubleshooting check list (detailed explanations follow):



1. Is the issue affecting multiple users or only one?

Note: If multiple staff is affected, inform the manager and raise a
Severity 2 accordingly.

2. Try to 'ping' the Exchange server from the PC with the issue

3. Check network cable and confirm access to other network resources

4. Try restarting PC

5. Try setting Outlook to 'Work Offline' mode and then taking it out of 'Work Offline' mode again

6. Clear the PC's Local Security Log/ Logs and then restart the PC

7. Try an Active Directory (LAN) account password reset/ unlock/ status check. Make sure it hasn't expired or suspended.

8. Create a new Outlook profile via the 'mail' Control Panel and set it to the default.

Please see the detailed explanation of the methods above.

Method 1



Pinging the Server:



Ping' is a utility in an operating system for determining if a particular host/ server is reachable across the network or from the PC it's being run.

Please try to ping the Exchange server to determine if the issue is with server. For pinging the server, you would need to have the name of the Exchange server. Please see my below article to know about it.

How to know on which Exchange server an email account is located in Outlook 2003 and Outlook 2010

Once you have exchange server name handy, please follow the below steps to ping the server.

Step 1 - Click on 'Start' menu in your computer

Step 2 - Click on 'Run'

Step 3 – Type CMD and click on OK

Step 4 - A black window will pop up, it known as Command Prompt

Step 5 – Type 'ping' in the command followed by the Exchange Server name and then Hit Enter.

Step 6 - The 'ping' utility will run for a few seconds and show the results in the form of Responses.

Step 7 – If the response received shows "Request timed out", it shows that the issue is with network connectivity or Exchange server.

Contact Server team, manager on the floor and raise a high Severity Ticket.

Step 8 - If the responses are summed up at the end with "Packets: Sent = 4, Received = 4, Lost = 0", that means server or network connectivity is good and you can skip the step pf checking LAN cable, network connectivity, etc.

Method 2



If the ping result shows "Request Timed Out" and a single user is impacted, you can do the following:

Check network cable and confirm access to other network resources. If network cable is fine and other resources are also accessible, please reboot the machine. It must fix the issue.

If it doesn't resolve, you can perform Outlook level troubleshooting.

Method 3



Check if the outlook is in offline mode. Please see the following steps to check the mode and make it online if it's in offline mode.

Step 1 – Open the Outlook

Step 2 - Click on 'Disconnected' at the bottom right corner of Outlook.
Note: You should do it as a first troubleshooting step.

Step 3 - A context menu list appears

Step 4 - If 'Work Offline' option is checked, click on it to uncheck it and make it online. This should solve your problem immediately.

Step 5 – If the option is not checked, please check and uncheck it once, it resolves too.

If the issue is still not resolved, please the next method.

Method 4



You can clear the PC's Local Security Log/ Logs and then restart the PC. Please follow the steps below to clear logs.

Step 1 - Close Outlook

Step 2 - Locate your 'My Computer' icon, you can find it either on your desktop or in the Start menu.

Step 3 - Right-Click on your 'My Computer' icon and click 'Manage'

Step 4 – It will open the Computer Management Console

Step 5 - In Computer Management, expand 'System Tools' by clicking on + sign.

Step 6 - Expand out 'Event Viewer' by clicking on + sign

Step 7 – Right click on 'Security'

Step 8 - Select 'Clear All Events

Step 9 - Agree to the prompts in the process.

Step 10 - Close 'Computer Management' and re-open Outlook

It should fix the issue, if not please follow the next method.

Method 5



Try an Active Directory (LAN) account password reset/ unlock / status check. Make sure it hasn't expired or suspended. Follow steps below:

Step 1 - Check with the Domain account is it locked or the password has expired.

Step 2 - If Client agrees do a password reset for Domain, please do it.

If the issue is still not resolved, please follow method 6

Method 6



Create a new Outlook profile via the 'mail' Control Panel and set it to the default. Please see the below steps for creating a new profile.

Step 1 - Close Outlook (and all other MS Office apps)

Step 2 - Open Control Panel

Step 3 - Open the Mail Control Panel

Step 4 - Click on Show Profiles

Step 5 – Click on 'Add'

Step 6 - Choose a name for your new profile, then follow the on screen prompts to create a new profile.

Step 7 - Select it as the default (check 'Always use this profile and then select the newly created profile from the drop down)

Step 8 - Re-open Outlook

It must resolve the issue, if it's not, you can uninstall and reinstall MS Office and if possible upgraded version in the PC.

Conclusion



Hence the above procedures and troubleshooting steps are widely used in corporates and in both private and public sectors to resolve the issue with outlook. As we know, Outlook is a very important application for effective communication across organization all over the world.

By using these steps, technical support engineers can fix the issue reported by their clients and gain better client experience. Job seekers can also have a look at these steps because there are various other steps in this article for fixing various types of issues resolution.


Related Resources:


Read related articles: Exchange Server    

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Responses to "How to resolve the issue if the Outlook shows disconnected"
Guest Author: Sukhjinder Singh     13 Aug 2013
Very accurate and detailed information....

Finally i fix the problem with method 6...Thanx to the author.

Keep it up.



Guest Author: Doug     22 Jul 2014
Could it be a power-management problem? This seems to have fixed it for me:
http://www.ehow.com/how_12027293_outlook-continuously-disconnects-reconnects.html



Guest Author: David     04 Sep 2014
No. 5 fixed it for me. Thanks


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