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

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  1. Anonymous
    2019-04-07T21:41:28+00:00

    Hello Galambos,

    Thanks for your prompt reply. In order to narrow down the issue, I will send you a test account via private message, which works fine on my side. Please add this test account to the affected desktop client via IMAP and see if there is any difference. Note: The test account will be deleted after the test. Please do not leave any personal information in the test account.

    Besides, I noticed that you mentioned it is due to the “chatty client policy”. Would you mind please provide an article for reference?

    Regards,

    Rick

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  2. Anonymous
    2019-04-08T06:30:27+00:00

    Hello Rick,

    I can only provide some forum information what I have found:

    https://github.com/mscdex/node-imap/issues/689

    "...It is a Microsoft's mechanism to shut down chatty clients. The solution would be to login to this account less frequently..."

    It could be that the server thinks that this is a chatty client, because I have more clients operation mostly from the same public IP address. (either mobile net, or through wifi)

    I will try the test account soon. But I have to configure it to both clients to produce the same environment.

    Regards,

    r

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  3. Anonymous
    2019-04-08T21:37:39+00:00

    Hello Galambos,

    Please feel free to post back after you try the test account. 

    Regards,

    Rick

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  4. Anonymous
    2019-04-10T21:39:52+00:00

    Hello Galambos,

    I'm writing to follow up the thread. May I know if the test account works fine? 

    Regards,

    Rick

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  5. Anonymous
    2019-04-12T09:23:36+00:00

    Hello Rick,

    I have tested 3 accounts simultaneously.

    A) My original account where the problem occurs.

    B) Your test account.

    C) A test account created in our domain (like ******@mycompany.hu)

    All of these accounts are configured the same way in the client.

    My A) account produced the problem as earlier. (sometimes working sometimes not)

    I have found that sometimes only some IMAP folders are not synchronized. For example Inbox is working fine, but for the Sent I receive the given error.

    In your B) test account which you have provided, I have never encountered any problem.

    For the newly created C) account which is in our domain. I never encountered any problem.

    (However there is a strange thing. For all of the accounts that in our domain (...@mycompany.hu) there is a strange behavior. The messages are automatically copied into the Sent folder by the server, and if configured in the client they appear there twice. This bug/feature just appeared earlier without any server modification, and as far as I know it is not settable on the server by us.)

    So the result of my test is that, the problem seems to be account specific.

    However we need to keep in mind that my account has a lot of emails, and the test accounts are quite empty.

    My configuration is the same for all accounts, so the client seems to handle the IMAP correctly.

    How can we further narrow down the problem?

    What possibilities do we have to find what causes this?

    Regard,

    Robert

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