Outlook classic does not create profile fo on-premises exchange account

AlanV 0 Reputation points
2026-09-16T13:19:27.8233333+00:00

I am adding a user account to a new computer. I have installed Office apps and successfully activated. i am now trying to add the user's profile to Outlook (classic) but receive the massage "We couldn't find a work or school account with that email address". the user is on our domain and the Exchange server is on-premises. the user is currently actively using an existing computer (which is being replaced). this is not a new account and has existed for years.

i have also tried the manual setup with the same result

Outlook | Windows | Classic Outlook for Windows | For business
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  1. BabybooHN 3,210 Reputation points Independent Advisor
    2026-09-16T13:46:06.1733333+00:00

    Dear @AlanV

    Thank you for providing the details. Since the same account is working normally on the existing computer, I understand that the issue is specific to setting up the user’s Outlook profile on the new computer.

    To narrow this down, could you please confirm the following?

    1. Is the new computer joined to the same on-premises Active Directory domain as the existing computer?
    2. What version and build of Classic Outlook are you using on the new computer?
    3. Does the user have a Microsoft 365/Exchange Online account as well, or is the mailbox hosted exclusively on your on-premises Exchange server?
    4. When you select File > Add Account in Classic Outlook, are you entering the user’s normal company email address?
    5. Have you tried creating a completely new Windows/Outlook profile, rather than adding the account to an existing profile?
    6. On the existing computer, is the Outlook account shown as Microsoft Exchange under File > Account Settings > Account Settings?

    The most useful information would be whether the new computer is domain-joined and the Exchange mailbox is exclusively on-premises. This will help determine whether we are dealing with an Outlook profile issue or an Exchange Autodiscover/configuration issue.

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  2. AI answer

    2026-09-16T13:19:43.77+00:00

    For an on-premises Exchange account in classic Outlook, the most relevant next step is to create a new Outlook profile from Control Panel > Mail instead of relying on the in-app account flow.

    1. Exit Outlook.
    2. Open Control Panel and select Mail.
    3. Select Show Profiles > Add.
    4. Enter a name for the new profile and select OK.
    5. In the account setup wizard, add the user’s email account and complete the wizard.
    6. Back in Mail, select Always use this profile and choose the new profile.

    If Outlook still cannot create the profile, a documented cause for profile creation failures is cached Microsoft Entra broker account data. In that case:

    1. Delete all files from: %LOCALAPPDATA%\Packages\Microsoft.AAD.BrokerPlugin_cw5n1h2txyewy\AC\TokenBroker\Accounts
    2. Restart Windows.
    3. Re-create the Outlook profile.

    If the mailbox had been migrated from on-premises Exchange Server to Exchange Online, Outlook profile setup can also fail when all local Autodiscover options are disabled and connected experiences are also disabled. In that scenario, Autodiscover has no available path to retrieve account settings.

    Manual setup is not supported for Microsoft 365 or Exchange Server accounts in classic Outlook unless POP or IMAP is being used.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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