Troubleshooting: Microsoft Exchange Accounts

This article presents useful information and troubleshooting steps for connecting a Microsoft Exchange email Account to SalesforceIQ.

If you know your Exchange email address and password, we recommend first trying to connect by following the steps in Connect a Microsoft Exchange email Account. If you are unable to connect or need more information, read this article to learn about the following:

Need help finding your Exchange account information?

Supported Versions of Exchange

SalesforceIQ supports Microsoft Exchange 2010 and 2013, as well as Office365. If you are unsure which Exchange version your office uses, please ask your IT department.

Required and Optional Information

Exchange settings vary widely across organizations. Because of this, the information you need to connect depends on your organization.

The following information is required for connection:

  • The Exchange email address you are connecting to
  • Your password for the Exchange email account

The following information may be needed for connection, depending on your organization:

  • The domain and/or username you have in your organization. If you don't have either of these, you won't need them to connect. If you do have one or both, note the following:
    • Even if you have a domain name and/or username, you should first try to sign up for SalesforceIQ without them. They might not be needed to connect to your Exchange account.
    • Your domain could be an abbreviation such as nc.
    • You may use a domain\username combination such as europe\myusername when logging in to your work computer, where europe is the domain and myusername is your username.
  • Your Exchange server address, also known as EWS ("Exchange Web Service") server address. If you are unable to connect, ask your IT department to provide you with a link to your organization's EWS server address, for example: https://connect.myorganization.com/ews/exchange.as.... Note the following:
    • The address must begin with https:// and end in /ews/exchange.asmx.
    • This address is not the link you use to access your email online.
    • If the server name uses only letters and numbers in the form of an email address, use that text instead of the EWS server address.

Find Your Microsoft Exchange Information in Outlook for Mac OS

Note: If you use Outlook on Windows, click here.

  1. In Outlook, click the Outlook menu item and select Preferences.
  2. Click Accounts.
  3. Click Advanced.
  4. Click the Server tab.
    The Server field under Microsoft Exchange shows your Exchange server address.

Find Your Microsoft Exchange Information in Apple Mail for Mac OS

  1. At the top of Apple Mail, click Mail and select Preferences.
  2. Click Accounts.
  3. The External Server fields shows your Exchange server address. Enter this into the Server Address field on the left.

Find Your Microsoft Exchange Information in Outlook for Windows

  1. Open Outlook and click File.
  2. Click Info, and then click Account Settings > Account Settings.
  3. Select the email account you want to connect to SalesforceIQ.
  4. Click Change.
  5. Under Server Settings, the Server field shows your Exchange server address. Enter this into the Server Address field on the left.

How to Find Your Domain and Username

The format for your domain and username varies depending on how your IT department has configured Exchange. There are two formats:

  • A combination of domain\username such as europe\johndoe, where europe is the domain and johndoe is the username
  • Just the username, such as \johndoe

The most common way to find your domain and username is to enter the text that appears between @ and .com (or .org, .net, etc.), followed by a backslash (\), followed by the text that appears before @.

Example: john@abccompany.com = abccompany\john

If you can't sign in with the information above about Exchange server and your domain\username, ask your IT department for your credentials. If you still can't sign, as your IT department the following:

  • Do you have auto-discovery enabled?
  • Do you need to allow self-signed certificates? If so, click More Options, check the Trust unverified servers box, and try again.

Test Your Account Information Within Your Organization

The following test is completely external to SalesforceIQ, ensuring that the information you provide is correct within your own organization.

Note: An EWS server address is required for this test. Skip this test if you don't know your organization's EWS server address.

  1. Open a browser and enter the EWS server address into a browser. A screen similar to the following appears: Note: If an error appears instead, the EWS server address is incorrect. If an empty screen appears, either try again later (you may already be logged in), or try a different browser.
  2. Enter your username and password. Your username is usually your Exchange email address, but could be your domain\username. You may need to try each separately.
  3. Click Log In. If successful, you will see output similar to one of the following, depending on your organization's Exchange version.
  4. If nothing happens or the login screen reappears, then some or all of your information is incorrect. Contact your IT department and try again.

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