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First step: Setup profile for Office 365

Second step:  Close Outlook, press Windows key + R and type Control Panel and confirm with ENTER.

Select "Mail (Microsoft Outlook) 32bit".

If that doesn't show up directly, but instead you get a view by category, it's under "User Accounts".

Select Show Profiles...

Set the flag at Prompt for a profile to be used and

click on Add to create a new profile and confirm with OK

go forward with Next

If it shows up, unset Setup Outlook Mobile on my phone too and confirm with Finish

Step two: use new profile

Now run Outlook and select the new profile at the beginning and go to Options

Make sure that the new profile is selected and set the flag at Set as default profile and confirm with OK

It will take some time until the mails are loaded from the server. 

Important: Do not import old data from the backup.pst . This may result in doubled folders and data in contacts and calendars!


  1. Hi IT Team,

    I'm having some difficulty restoring my mails from before the server breakdown. When I try and follow the steps listed above, I simply do not have the option to select 'Mail (Microsoft Outlook) 32bit' under user accounts. Additionally, I primarily use the web interface for my emails, is it possible to restore emails from before the server crash to outlook online? 

    1. If you don't have Outlook installed, you won't get the option.

      Emails are being restored into the mailbox, which is independent of which tool you use to look at it, be it web interface or Outlook or other mail client. So, yes, you'll see the emails from before the incident as soon as they are imported to Office 365 (which is still ongoing).

      1. Thanks Torge,

        I have outlook 2016 installed on my desktop, and was able to follow the first couple of steps. I will try the suggestion recommended below and search directly for Mail (Microsoft Outlook 2016) (32-bit) in the control panel. 

    2. I do not know if it helps but for me, the Mail (Microsoft Outlook 2016) (32-bit) was not located in the User Accounts but directly in the control panel. Opening it from there worked perfectly fine for me.

      1. Okay, thanks! I will try that (smile) 

  2. Hi IT-Team, 

    Thank you for your continued support since this infection. How would I set up mailboxes in shared use again, such as qapm? I am able to access it online but when trying to add the account in Outlook, it will ask me multiple times to enter the password until it says "We are having trouble connecting to your account. Verify the settings below and make changes if necessary". What would be the appropriate server information to add there? 

    Many Thanks 

    1. There is currently still an issue with shared mailboxes (and consequently, shared calendars) in Outlook, which we are working on.

      Workaround for now is to use the O365 web interface. You can either click on your profile icon on top right, select "Open Another Mailbox" to have it opened in a separate window; or in the tree panel on the left, right-click on "Folders" and select "Add shared folder" to have it as another folder in your default view.

      1. The issue is resolved, shared mailboxes now work in Outlook, too.

        Mailboxes you have full permission on show up automagically in Outlook.

        1. Thanks, Torge. 

          I restarted the computer and Outlook but the mailbox qapm did not show up automatically. Trying to add it as another account received the error message "an encrypted connection to your mail server is not available". What magic should I apply? 

          Many Thanks, 

          1. Added as Ticket#2019101611000861

            1. Just to put it on public record as well: Thanks for solving this. 


  3. How can I use the Outlook App on Windows - especially to use Outlook offline? The guide above does not help/work - as I am struggling with the first step.

    > I can't open Outlook with "Use Old Data". After serveral clicks it says "Cannot start Microsoft Outlook. Cannot open the Microsoft Outlook window. The set of folders cannot be opened. The attempt to log on to Microsoft Exchange has failed".

    1. Page amended and continued as Ticket#2019101811000277