Thunderbird IMAP responded: User is authenticated but not connected

Anonymous
2022-12-27T12:29:12+00:00

Since yesterday, my Thunderbird client cannot connect to the outlook.office365.com IMAP server and other users at my university are also having this problem. I have deleted the stored token and redone the connection procedure but it does not work. I get two error messages:

The current operation on 'inbox' did not succeed. The mail server for account ... (IMAP) responded: User is authenticated but not connected.

Server outlook.office365.com has disconnected. The server may have gone down or there may be a network problem.

This does not work on any platform: Windows, Linux or Macos. Via the browser, we can access the emails but it is a workaround because it does not support openPGP. We need Thunderbird

Outlook | Web | Outlook.com | Account management, security, and privacy

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Anonymous
2022-12-28T22:03:29+00:00

Hi Glenn,

Which version of Thunderbird are you using.

I have 102.6.1 which is the latest one. Can you try updating it if its not and then check.

Also under Thunderbird --> Click on the gear icon on the bottom left bar --> General --> Config Editor --> Show All

Type network.dns.dis in the search field

Select the very first option and click on the toggle arrow on the right, make it true

Close and reopen Thunderbird.. See if this helps

Let me know how it goes

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Anonymous
2022-12-28T21:34:14+00:00

Yes, it is worked for me too!

I just disabled ipv6 netwotking in thunderbird advanced configuration editor (network.dns.disableIPv6 = true)

and it is works again like a charm!

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  1. Anonymous
    2023-01-10T18:04:31+00:00

    We were effected too, the IPv6 workaround worked, and now the service is back to normal without the workaround. Here is the response from our tickets (which we didn't get until the bug was fixed, lol:

    "I’m Cristal, one of the supervisors from the Microsoft 365 Support Team. I’m writing to you regarding your case# xxxxxxx which was assigned to my Engineer.

    I have reviewed your case# xxxxxxx logged with us and found out that this case was affected by a bug. We apologize if this has caused you inconvenience. "

    Had confirmation from my user base today that it's sorted in my tenant too. Have requested the following on my ticket:

    Why was such a widespread incident not published on Service Health?

    What was the root cause of the incident?

    What did Product Group do to resolve it, and the resolve time/date?

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  2. Anonymous
    2023-01-09T23:06:31+00:00

    We were effected too, the IPv6 workaround worked, and now the service is back to normal without the workaround. Here is the response from our tickets (which we didn't get until the bug was fixed, lol:

    "I’m Cristal, one of the supervisors from the Microsoft 365 Support Team. I’m writing to you regarding your case# xxxxxxx which was assigned to my Engineer.

    I have reviewed your case# xxxxxxx logged with us and found out that this case was affected by a bug. We apologize if this has caused you inconvenience. "

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  3. Anonymous
    2023-01-09T22:36:49+00:00

    Could you ask him Eric to stop hijacking this thread?

    Short answer - if the copying of sent mail issue Eric had proves to be nothing to do with the IPv6 fault, AND there is anything of significance to still be done on the former, we can start a separate thread - if those posts are causing anyone a load of grief.

    Unfortunately, it has made it harder to find the posts at the end of this thread where people are reporting that the issue seems to have been silently resolved by Microsoft. I’m convinced that his issue is not the one reported in this thread. However, I cannot prove that.

    This forum itself doesn’t support threading. If you and Ian could create a new post and collaborate there, that would work better with how this forum works.

    Back to the IPv6 issue, the latest update I have from Microsoft on my ticket is from this morning "We are checking with our escalation team for further plan of action". I still haven't been able to make contact with any of my affected users to do further testing - so has anyone out there backed the IPv4 workaround out, and found they still have the fault?

    All I can say is that I stopped using the workaround since the moment I reported I no longer needed it and that I have not had an issue since then. I have yet to see a counter-report here, so I am convinced that means that this particular incident was resolved globally and has not (yet) recurred.

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