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I am having a problem in Microsoft Office 2016 application…

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I am having a problem...
I am having a problem in Microsoft Office 2016 application on MAC , i am not able to send and receive e-mails (work e-mail account) if i am connected to my home connection or cellular Data, however if i am inside the work building at the office, it is totally fine and working. any suggestions! what might be the issue?
P.S: the problem prevailed after system administrator made an upgrade for theexchange server.
Submitted: 4 months ago.Category: Microsoft Office
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Answered in 4 minutes by:
2/14/2018
Microsoft Office Technician: Justin Johnson,
 replied 4 months ago
Justin Johnson
Category: Microsoft Office
Satisfied Customers: 2,345
Experience: Training and Development at Scientifically Speaking
Verified

Hi! Welcome to JustAnswer.com, my name is ***** ***** I'll be assisting you with your question about Outlook. I've only just come online now and would like to assist you with your question.

Is the the same for all wireless signals outside the building?

If you would like remote support please select the Secure Remote Assistance option. If you do not want remote support please ignore the prompt.

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Customer reply replied 4 months ago
hey Justine am able to access with not problems in all my working place, however from home no
Microsoft Office Technician: Justin Johnson,
 replied 4 months ago

Right, those are two networks. Have you tested a third?

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Customer reply replied 4 months ago
i have tested it using my cellular data, and gain no access
Microsoft Office Technician: Justin Johnson,
 replied 4 months ago

Is that the same way you access it at home?

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Customer reply replied 4 months ago
in my home i have a dsl connection and cellular data, two separate networks, on both i have no access
Microsoft Office Technician: Justin Johnson,
 replied 4 months ago

Ok. Then the likely issue is the server you are connecting to is internal only. Have you talked to your IT department?

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Customer reply replied 4 months ago
last year in 2017, 3 months ago i was using it and it was working. Suddenly after new year, it stopped working.
i contact the IT department, they checked my account settings with no problem found.
Customer reply replied 4 months ago
I suspect the problem resides in the settings on my outlook application, there is something not right! a server path or something, done.. any help ?
Microsoft Office Technician: Justin Johnson,
 replied 4 months ago

Do you have a VPN?

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Customer reply replied 4 months ago
no
Microsoft Office Technician: Justin Johnson,
 replied 4 months ago

Does your employer offer one?

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Customer reply replied 4 months ago
yeah they do
Customer reply replied 4 months ago
you suggest asking the IT to put a vpn client on my MacBook ?
Microsoft Office Technician: Justin Johnson,
 replied 4 months ago

yes for testing purposes.

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Microsoft Office Technician: Justin Johnson,
 replied 4 months ago

chances are good the servers you are trying to connect to off site won't ping offsite either.

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Customer reply replied 4 months ago
i know other employees have there accounts set up on their private laptops and they are working with ease
Customer reply replied 4 months ago
from home off course
Microsoft Office Technician: Justin Johnson,
 replied 4 months ago

Have you checked their settings against yours?

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Customer reply replied 4 months ago
setting up a VPN will not solve the problem, it is a way around the problem and sure will work because i will be virtually connecting from work, when i am off or on holidays
Microsoft Office Technician: Justin Johnson,
 replied 4 months ago

Yes I am aware. Mail is simple though. It is likely you are not connecting to the outside server which would work internally and externally.

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Customer reply replied 4 months ago
how to troubleshoot the problem? step by step plz
Customer reply replied 4 months ago
i want to understand if possible, how the outlook application speaks with the responsible servers to retrieve mails..
Microsoft Office Technician: Justin Johnson,
 replied 4 months ago

If you are using Outlook on a Mac, to access these settings from the primary Exchange Accounts preferences dialog box, in Outlook click File > the Advanced button, and then click the Server tab.

Let me know what the servers are.

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Customer reply replied 4 months ago
it's showing the exchange server link, and the directory service link
Microsoft Office Technician: Justin Johnson,
 replied 4 months ago

What are those links?

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Customer reply replied 4 months ago
i cannot tell you, it is confidential
Customer reply replied 4 months ago
tell me what should i do in it and i will
Microsoft Office Technician: Justin Johnson,
 replied 4 months ago

On your mac open terminal and run "ping *server address*"

If it responds then it works outside the building. Obviously do that when you are not at work.

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Customer reply replied 4 months ago
ok i see, but the server address is not showing an IP. it shows as name.example and it is not resolved when i ping it
Microsoft Office Technician: Justin Johnson,
 replied 4 months ago

addresses can be hostnames

if it does not resolve it is not accessible on the outside. Your settings need changed.

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Customer reply replied 4 months ago
how do i change it ?
Microsoft Office Technician: Justin Johnson,
 replied 4 months ago

Did it auto setup when you added it before?

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Customer reply replied 4 months ago
i did not do anything else than entering my e-mail account and password
Customer reply replied 4 months ago
maybe the organization i am working for is disabling ICMP
Customer reply replied 4 months ago
in that case ping won't give me any clue
Microsoft Office Technician: Justin Johnson,
 replied 4 months ago

That is not it. Your best option really is to remove the account and add it back offsite.

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Customer reply replied 4 months ago
i have already did that, and still same problem
Microsoft Office Technician: Justin Johnson,
 replied 4 months ago

You did this remotely?

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Customer reply replied 4 months ago
i am taking this day off, i am at home
Microsoft Office Technician: Justin Johnson,
 replied 4 months ago

Did it setup the account when you added it?

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Customer reply replied 4 months ago
It setup automatically
Microsoft Office Technician: Justin Johnson,
 replied 4 months ago

The auto discovery is turn on. That makes no sense that it wouldn't.

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Customer reply replied 4 months ago
it is auto
Microsoft Office Technician: Justin Johnson,
 replied 4 months ago

Does it do the same thing in mac mail?

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Customer reply replied 4 months ago
Yess
Microsoft Office Technician: Justin Johnson,
 replied 4 months ago

Then it is not outlook or your computer. Something is either wrong on your account or the have auto discovery setup wrong.

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Customer reply replied 4 months ago
Others i mean colleagues are able to access from their home, so i don’t think it is an autodiscovery setup
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