Update fails, Exchange email incorrect

For the incorrect Exchange email address, verify that the primary email address is correct in Microsoft 365.

1. Open the Microsoft 365 admin portal and locate the user in Users.
2. Select Edit next to User name / Email Aliases.
3. Check that the Primary email address is the correct one.
4. If this email is also used in Dynamics 365, make sure the Primary Email value in the Dynamics 365 user record matches it.
5. After changing the Exchange Online address, close and reopen Outlook.

If Outlook setup shows “The connection to Microsoft Exchange is unavailable”, one documented cause is that a third-party account is using the same email address and password as the Microsoft 365 account. In that case, use one of these fixes:

• Create a new alias in Exchange admin center:
  1. Go to recipients > mailboxes.
  2. Open the user mailbox.
  3. Select email address > Add > SMTP.
  4. Add a new alias using the .onmicrosoft.com domain.
  5. Use that alias to set up Outlook, and when prompted again for credentials, use the actual Microsoft 365 email address.
• Or change the user name or password on either the Microsoft 365 account or the third-party account so they are unique.

For the Microsoft 365 update issue in Outlook, documented first checks are:

1. Run Windows Update to make sure Outlook and Windows are fully updated.
2. If available to an admin, run Run Tests: Outlook User Connectivity.
3. If multiple users are affected, have an admin check Exchange Online in Microsoft 365 Service health status.

References:

• Cannot access Microsoft Dynamics 365 App for Outlook due to email address is not recognized
• Connection to Microsoft Exchange is unavailable error when a Microsoft 365 user tries to set up Outlook
• Fix Outlook connection problems for Microsoft 365 account