IMAP is not working correctly on Outlook Office365. Error: "User is authenticated but not connected"

Anonymous
2019-04-01T17:16:04+00:00

Hello

Since a couple of weeks I get the problem that IMAP services are not working correctly.

Problem:

I have a GMail client on an Android phone, and a Thunderbird client. Both using IMAP to reach my emails.

From time to time the IMAP service responds with the error "User is authenticated but not connected" and denies the synchronization of the emails, for around 15-30 minutes. In this time I can not access nor answer my emails from the clients.

I have tried from mobilenet and from fix wifi, but I get the same results. So it is independent from the connection.

I have found some hints that this is due to the "chatty client policy" of the cloud.

However this is not an excuse. I need my two clients for work, and I have a business package.

How can I overcome this problem?

Thank you in advance.

r

Outlook | Windows | Classic Outlook for Windows | For home

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

0 comments

43 answers

Sort by: Newest
Most helpful Newest Oldest
  1. Anonymous
    2019-09-18T19:15:06+00:00

    Microsoft should hire you, Robert. You know their service better than they.

    My plan is the following:

    1. Switch off gmail on my mobile for 24 h.

    1a. Check if Thunderbird works fine

    1b. Check if your last link works fine, during working and non working time of thunderbird.

    1. Switch on gmail

    GOTO 1a

    GOTO 1b

    Give me two days, tomorrow is really very busy.

    best regards,

    karl.ranseier

    Was this answer helpful?

    0 comments
  2. Anonymous
    2019-09-18T18:39:34+00:00

    Hi,

    Sorry for spamming, it just came into my mind: there is also a page by Microsoft where you can check the IMAP interface:

    https://testconnectivity.microsoft.com/

    You can select IMAP connection, set the server address, login name and password.

    It tries to create a simple IMAP communication. Prints also the details of that communication.

    You get a detailed test log of your run.

    If you get the same error message here, that means that the problem is on the backend side.

    Regards,

    Robert

    Was this answer helpful?

    2 people found this answer helpful.
    0 comments
  3. Anonymous
    2019-09-18T18:29:05+00:00

    Hi Guido,

    I think Karl's crystal ball is quite good. Would agree with that...

    Do you have the same error message as I have?

    Just to rule out. In Thunderbird there is password cashing, and I think it is independent from the account. So removing the account might leave the old password in place. You might try to clean the password via Preferences / Security / Passwords / Saved Passwords... 

    There was somewhere an article that somebody changed the password and Thunderbird sent the old password and it did not work...Here it is:

    https://unix.stackexchange.com/questions/164823/user-is-authenticated-but-not-connected-after-changing-my-exchange-password

    "The message “User is authenticated but not connected” is due to a bug in the Exchange server's IMAP implementation. If the client presents a valid user name but an invalid password, the server accepts the login, but subsequent commands fail with the aforementioned error message."

    The IMAP interface has several problems...

    The above password story is one reason why I did my own IMAP script, to be able to have full control over the communication.

    So in my case this is ruled out as a root cause, but maybe you are lucky and need only to flush the cash.

    Tell mi if it works...

    Regards,

    Robert

    Was this answer helpful?

    0 comments
  4. Anonymous
    2019-09-18T15:45:32+00:00

    Dear Guido:

    my look in the crystal ball says:

    1. Your message will be split to another topic.
    2. You will be asked to describe your problem.
    3. There will be a private message, where it is said your admin should create a ticket somewhere else, because they cannot help you.

    See here:

    Other Split message

    Best regards,

    karl.ranseier

    Was this answer helpful?

    0 comments
  5. Anonymous
    2019-09-18T15:11:02+00:00

    Hi

    I experience a similar problem. Got a business Office365 account with a default password. Logged in through webinterface, chanced my password. Configured IMAP in Thunderbird/Linux and e-mail/Android, both worked like a charm.

    Then, for some reason, my password had to be changed (SSO at the business). From then on webinterface works (with the new password of course), but the IMAP's don't work anymore, not with the new password, not with the old password. Removing en re-adding the account in Thunderbird didn't change anything.

    I remember I had a similar problem with an account which forced to change the password every 3 months.

    IMHO, MS doesn't maintain their IMAP access properly. There is some interface which doesn't update.

    Regards

    Guido

    Was this answer helpful?

    0 comments