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
    2019-04-18T09:25:39+00:00

    Hello Galambos,

    May I know if you need more help on our side? 

    Regards,

    Rick

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  2. Anonymous
    2019-04-18T09:45:40+00:00

    Hello Rick,

    Yes I do. Please help to solve the problem that is caused by the cloud.

    I have stress tested the test accounts, and loaded them with around 200-300 test emails, and 7-10 IMAP folders.

    In this situation the problem did occurred in every account. That means that your test account also produces this problem.

    I have checked the Thunderbird logs, and found everything OK from client side.

    I have tested the IMAP interface without the client, based on the RFC 3501 standard.

    I managed to get a working connection:

    > openssl s_client -connect outlook.office365.com:993 -crlf -quiet

    depth=2 C = US, O = DigiCert Inc, OU = www.digicert.com, CN = DigiCert Global Root CA

    verify return:1

    depth=1 C = US, O = DigiCert Inc, CN = DigiCert Cloud Services CA-1

    verify return:1

    depth=0 C = US, ST = Washington, L = Redmond, O = Microsoft Corporation, CN = outlook.com

    verify return:1

    * OK The Microsoft Exchange IMAP4 service is ready. [VgBJADEAUAAxADkANQBDAEEAMAAwADcAOQAuAEUAVQBSAFAAMQA5ADUALgBQAFIATwBEAC4ATwBVAFQATABPAE8ASwAuAEMATwBNAA==]

    1 capability

    * CAPABILITY IMAP4 IMAP4rev1 AUTH=PLAIN AUTH=XOAUTH2 SASL-IR UIDPLUS ID UNSELECT CHILDREN IDLE NAMESPACE LITERAL+

    1 OK CAPABILITY completed.

    2 authenticate PLAIN

    + 

    <base64stringwithauthenticationdata>

    2 OK AUTHENTICATE completed.

    3 namespace

    * NAMESPACE (("" "/")) NIL NIL

    3 OK NAMESPACE completed.

    And also to reproduce the given problem with the same commands:

    openssl s_client -connect outlook.office365.com:993 -crlf -quiet

    depth=2 C = US, O = DigiCert Inc, OU = www.digicert.com, CN = DigiCert Global Root CA

    verify return:1

    depth=1 C = US, O = DigiCert Inc, CN = DigiCert Cloud Services CA-1

    verify return:1

    depth=0 C = US, ST = Washington, L = Redmond, O = Microsoft Corporation, CN = outlook.com

    verify return:1

    * OK The Microsoft Exchange IMAP4 service is ready. [VgBJADEAUABSADAAOQBDAEEAMAAwADgANQAuAGUAdQByAHAAcgBkADAAOQAuAHAAcgBvAGQALgBvAHUAdABsAG8AbwBrAC4AYwBvAG0A]

    1 capability

    * CAPABILITY IMAP4 IMAP4rev1 AUTH=PLAIN AUTH=XOAUTH2 SASL-IR UIDPLUS ID UNSELECT CHILDREN IDLE NAMESPACE LITERAL+

    1 OK CAPABILITY completed.

    2 authenticate PLAIN

    + 

    <base64stringwithauthenticationdata>

    2 OK AUTHENTICATE completed.

    3 namespace

    3 BAD User is authenticated but not connected.

    3 namespace

    3 BAD User is authenticated but not connected.

    * BYE Connection closed. 14

    read:errno=0

    As you can see the cloud is sometimes answering correctly and sometimes returning "User is authenticated but not connected".

    Could you please resolve the problem in the IMAP interface, or at least tell me why this is happening to avoid the problem?

    My guess is that the cloud does puts me on some kind of a black list if a connection is broken, or I do connect too often in a certain time period. (The "chatty client" case)

    Can you confirm or add any information about the mechanism run in the cloud that produces this problem for me?

    Thank you in advance.

    Regards,

    Robert

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  3. Anonymous
    2019-04-22T08:18:19+00:00

    Hello Robert,

    Sorry for the late reply due to off duty. Regarding to this problem, I need to consult our related team so that I can help you better. Once there is any update, I will post back in the forum in 3 days. Thanks for your understanding and cooperation. 

    Regards,

    Rick

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  4. Anonymous
    2019-04-25T09:39:33+00:00

    Hello Robert,

    I have contacted our related team but haven't got any update now. I will let you know the results once they reply to me. Thanks for your understanding and patience. 

    Regards,

    Rick

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  5. Anonymous
    2019-04-29T07:10:37+00:00

    Hello Galambos,

    Thanks for your patience. I have consulted the senior members. Due to privacy, I have replied you via private message.

    Regards,

    Rick

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