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Article ID: 2566899 - Last Review: July 14, 2014 - Revision: 29.0

INTRODUCTION

This article describes scenarios in which the Microsoft Office 365 Desktop Setup Tool can't configure rich clients such as Microsoft Outlook, Microsoft Lync, and Microsoft SharePoint Online. You can use these scenarios to troubleshoot the issue that you're experiencing.

PROCEDURE

The following sections describe issues that may prevent a program from working as expected.

You can't configure Outlook, or Outlook doesn't appear

You may be unable to configure Outlook if one or more of the following are true:
  • The Office 365 Desktop Setup Tool doesn't create a new Outlook profile. To fix this issue, start Outlook, and use Autodiscover to create your mail profile. For info about how to manually set up Outlook for Office 365, go to the following Office 365 Help article:
    Connect Office 365 to your Outlook desktop application (http://onlinehelp.microsoft.com/en-us/office365-enterprises/ff637593.aspx)
    For more info about the scenario in which automatic configuration of Outlook fails, go to the following Microsoft Knowledge Base article:
    2404385  (http://support.microsoft.com/kb/2404385/en-US/ ) Outlook can't set up a new profile by using Exchange Autodiscover for an Exchange Online mailbox in Office 365
  • The user isn't licensed for Microsoft Exchange Online, or the user's location prevents access to Exchange Online. Here's the UI setting that prevents Outlook from being set up:

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    Screen shot of Outlook configuration page if the user isn't licensed for Microsoft Exchange Online
  • Outlook isn't up to date.
  • An incorrect version of Outlook is installed.
  • Microsoft Online Services Sign In Assistant isn't installed.
  • The user has limited permissions on the computer.

You can't configure the Lync client

You may be unable to configure Lync if one or more of the following are true:
  • The user isn't licensed for Lync Online, or the user's location prevents access to Lync Online. Here's the UI setting that prevents Lync from being set up:

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    Screen shot of the configuration page if the user isn't licensed for Lync Online
  • Microsoft Online Services Sign In Assistant isn't installed.
  • The user has limited permissions on the computer.

You can't configure SharePoint Online or Internet Explorer

You may be unable to configure SharePoint Online or Internet Explorer if one or more of the following are true:
  • The user isn't licensed for SharePoint Online, or the user's location prevents access to SharePoint Online services. Here's the UI setting that prevents SharePoint Online from being set up:

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    Screen shot of configuration page if the user isn't licensed for SharePoint Online
  • An incorrect version of Internet Explorer is installed.
  • The user has limited permissions on the computer.
For more info about related technical issues, go to the following Microsoft Knowledge Base article:
2637629  (http://support.microsoft.com/kb/2637629/ )   How to troubleshoot non-browser apps that can’t sign in to Office 365, Azure, or Windows Intune

Still need help? Go to the Office 365 Community (http://community.office365.com/) website.

Applies to
  • Microsoft Office 365
Keywords: 
o365 o365a o365e o365022013 kbgraphxlink o365m kbgraphic o365p KB2566899
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