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User authenticated but not connected (outlook)

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  • Last reply by Dave

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Lately I'm having trouble with my connection with outlook. I use a free outlook email address. Sometimes (not always) when starting Thunderbird, I get the "user authenticated but not connected" warning. After a while it's working again.

I have tried several settings but can't figure out what solves this issue.

I'm using port 993 / SSL/TLS and authentication method is set to normal password.

Most of the times this works.

When I switch to OAuth2, I get the Microsoft screen to login to my work / school account which I do not have.

I've search the web to find a solution for this but I can't find it. Hopefully someone can help me out because it drives me "nuts" ;)

Lately I'm having trouble with my connection with outlook. I use a free outlook email address. Sometimes (not always) when starting Thunderbird, I get the "user authenticated but not connected" warning. After a while it's working again. I have tried several settings but can't figure out what solves this issue. I'm using port 993 / SSL/TLS and authentication method is set to normal password. Most of the times this works. When I switch to OAuth2, I get the Microsoft screen to login to my work / school account which I do not have. I've search the web to find a solution for this but I can't find it. Hopefully someone can help me out because it drives me "nuts" ;)

Modified by rasnijders

Chosen solution

david said

Just to share a thread. I do not use Outlook and cannot advise on a solution, but I noticed this similar thread that found a solution. That thread is at https://support.mozilla.org/en-US/questions/1400644 It's rather long, but interesting. They solved what appears to be the same issue by disabling ipv6 in config editor. I hope it may work for you. From their post, there seems to be a Microsoft problem with ipv6. Good luck.

That was the answer, I disabled IPv6 and can use Office 365 accounts again without issue. Thanks!! To do the same:

1. Menu > Settings 2. "Gear" tab > scroll to bottom > click "Config Editor" 3. Search for: IPv6 4. Toggle network.dns.disableIPv6 to true

Should start working immediately.

Read this answer in context 👍 2

All Replies (20)

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Hello

I have searched current source code of Thunderbird for the string "user authenticated but not connected" but no luck. So either you did not reproduce it correctly and in this case you could provide a screenshot, OR it's a message generated by your mail server. In this case it may be a problem over which the mail client software (aka Thunderbird) has no control. Searching the web, this message *can* be found on Microsoft forums, so the problem may be specific to this provider.

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Thanks for your reply :) The string is correct. I've searched the web for solutions but couldn't find any, that's why I posted here. It's annoying that Microsoft (outlook) isn't the best friend of TB. I would expect more users facing this "error" or am I the only one using a outlook mail address together with TB?

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rasnijders said

It's annoying that Microsoft (outlook) isn't the best friend of TB. I would expect more users facing this "error" or am I the only one using a outlook mail address together with TB?

Most mail providers don't care about third party software and Microsoft is not even the worst in this department. I have (mostly for test reasons) an outlook mail address and have never seen this problem. I am reasonably sure that there are thousands of other users of Thunderbird with Microsoft servers. I won't provide you with URLs I found of messages a quick search found on the subject (this forum is really annoying as any post with an URL has to be approved and it don't appear before a long delay), but the messages were not all concerning Thunderbird. It seems that Imap implementation by Microsoft may not be compatible 100% with all cases - to be fair, Microsoft is not especially interested in Imap (they are pushing their own proprietary protocol) and Imap is very complicated.

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The stupid thing here's sometimes it's working, sometimes not. Also with K9 which I've set to OAuth 2.0 has the same problem (sometimes it works, sometimes not). Anyways, I'm "stuck" with my outlook address for the moment and don't have the energy (for now) to switch to a more reliable and secure mail server. Will put it on my 2023 "to do list"

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gp said

rasnijders said

It's annoying that Microsoft (outlook) isn't the best friend of TB. I would expect more users facing this "error" or am I the only one using a outlook mail address together with TB?

Most mail providers don't care about third party software and Microsoft is not even the worst in this department. I have (mostly for test reasons) an outlook mail address and have never seen this problem. I am reasonably sure that there are thousands of other users of Thunderbird with Microsoft servers. I won't provide you with URLs I found of messages a quick search found on the subject (this forum is really annoying as any post with an URL has to be approved and it don't appear before a long delay), but the messages were not all concerning Thunderbird. It seems that Imap implementation by Microsoft may not be compatible 100% with all cases - to be fair, Microsoft is not especially interested in Imap (they are pushing their own proprietary protocol) and Imap is very complicated.

Well, I still found some energy and moved away from Outlook :) Started a paid account with Proton, problems solved!

Modified by rasnijders

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This is happening with my Office 365 account, unfortunately it's a paid business account and its not as simple as just "move to a different provider". My iPhone is still able to connect to the mailbox just fine, which strongly suggests its something Thunderbird is doing, please help!

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I have the same problem which just started just over the Christmas weekend. I can log into my office 365 account just fine via webmail on the Microsoft 365 website so at least I can retrieve my mail there but I don't want to have to log in separately every day. I'm thinking Microsoft changes something recently and Thunderbird has yet to adapt to whatever their new protocol is. My email does actually send through Thunderbird (although the error message still pops up and it doesn't save to my "sent" folder. I can't however, receive my office 365 email through Thunderbird. By the way, Thunderbird still works fine with my Comcast.net email addresses.

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The same thing happened to me over the holidays. Both Thunderbird and K9, give the same error message. The mail is from my university.

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Microsoft is disabling basic auth for IMAP/pop3, this is to be completed until 2022/12/31. My guess is probably it's not only creating issues with oAuth2 but also creating a lot of issues on rolling updates and restarting/recreating servers.

Honestly I do not understand how a company like Microsoft does not have a handle on basic functionalities and features, Teams is the worst chat client I have ever worked with, works badly, super heavy and missing core/basic function, exchange has these issues once in a while, it's odd and frustrating.

https://techcommunity.microsoft.com/t5/exchange-team-blog/exchange-online-email-applications-stopped-signing-in-or-keep/ba-p/3641943

Modified by rudiservo

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Microsoft is disabling basic auth for IMAP/pop3, this is to be completed until 2022/12/31. My guess is probably it's not only creating issues with oAuth2 but also creating a lot of issues on rolling updates and restarting/recreating servers.

Honestly I do not understand how a company like Microsoft does not have a handle on basic functionalities and features, Teams is the worst chat client I have ever worked with, works badly, super heavy and missing core/basic function, exchange has these issues once in a while, it's odd and frustrating.

https://techcommunity.microsoft.com/t5/exchange-team-blog/exchange-online-email-applications-stopped-signing-in-or-keep/ba-p/3641943

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Microsoft is disabling basic auth for IMAP/pop3, this is to be completed until 2022/12/31. My guess is probably it's not only creating issues with oAuth2 but also creating a lot of issues on rolling updates and restarting/recreating servers.

Honestly I do not understand how a company like Microsoft does not have a handle on basic functionalities and features, Teams is the worst chat client I have ever worked with, works badly, super heavy and missing core/basic function, exchange has these issues once in a while, it's odd and frustrating.

Anyway search for "Exchange Online email applications stopped signing in, or keep asking for passwords? Start here."

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This is a problem with Thunderbird triggered by recent changes at Microsoft as the retire "app passwords" (or simple authentication) in favor of "modern authentication" that supports MFA via OAuth2. I've also started seeing this as of yesterday with two work email accounts hosted on Office 365.

On a clean install on a freshly reset Windows PC, Thunderbird will auto-configure the account to OAuth, show the web login form / MFA, and correctly prompt for permissions. However, when trying to use the account it then fails and gives the "User authenticated but not connected" error message. Based on testing, both accounts work fine in:

  • Outlook desktop app
  • Outlook web app
  • "Owl for Exchange" add-in for Thunderbird (which uses Outlook web interface)
  • "TbSync + Provider for Active Sync" add-in for Thunderbird which use direct OAuth2

I'm an admin for both of the work emails effected, and found no config changes within Office 365 / Azure AD to make this work. Given the above, I'd guess it's something that needs to be fixed within the Thunderbird code base :(.

UPDATE: there is a bug report on this https://bugzilla.mozilla.org/show_bug.cgi?id=1797951

Modified by Qwidget

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Ok Qwidget, so how do you get Mozilla to correct the Thunderbird code base? The program is essentially useless if I can't connect to my business email.

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Same here - the only work around I've found is to use the "Owl for Exchange" add-on. That uses the Exchange web interface which bypasses the issue, but it's not free: https://www.beonex.com/owl/

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Same issue here, On Dec 27 both my home systems running latest T-Bird 102.6.1 (one Win7, one Win10) started to give the Authenticated, not connected error. Mail server is Outlook.office365 as provided by Godaddy, Was working OK under OAuth2 until then. Called Godaddy support - no help there but that may be an issue with the Tier One support desk - and they do not support third party S/W.

In the interim I can access via webmail using FireFox browser, and also via my Android phone. Hopefully this will resolve quickly.

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GP's 'Chosen Solution' doesn't really help, as you can't just change an organisation's mail provider just like that. I have been using Thunderbird to access two Outlook email accounts hosted on my organisation's Azure server I changed Authentication in Thunderbird to OAuth2 some weeks ago, when I lost access, but now I am getting this mysterious "authenticated but not connected" message. I tried removing the two accounts from Thunderbird and putting them back, but cannot now sync with the Outlook mail servers at all! (Fortunately I can still see my up to date email via the MS Outlook app.)

The information on the MS website about withdrawal of support for POP/IMAP (due for completion tomorrow!) is extremely technical and aimed at corporate IT professionals.

May I suggest that Mozilla and Microsoft people talk to each other urgently and produce a fix for this. You do run a leading mail client and a leading webmail service between you, after all!

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I've been using Thunderbird for a couple of years with my O365 personal email without an issue. Today I faced the same problem as explained above and was presented with the error message "User is authenticated but not connected".

I found a solution that solved my problem on https://learn.microsoft.com/en-us/answers/questions/1144723/office365-email-imap-user-is-authenticated-but-not.html

The solution was to disable ipv6 in via the Config Editor in Thunderbird settings. I restarted Thunderbird after changing the value and all my new emails were downloaded by Thunderbird

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I seem now to have sorted my own problem with this issue. I removed both the offending accounts from Thunderbird without removing the message data. I then added them back into Thunderbird as MS Exchange accounts; at this point I found my Beonex Owl subscription had expired (the Owl extension is needed to make Thunderbird talk to Exchange servers). Having handed over the requisite €10, all is now working.

I really do think Microsoft ought to have provided more guidance to ordinary users in small organisations about this.

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Just to share a thread. I do not use Outlook and cannot advise on a solution, but I noticed this similar thread that found a solution. That thread is at https://support.mozilla.org/en-US/questions/1400644 It's rather long, but interesting. They solved what appears to be the same issue by disabling ipv6 in config editor. I hope it may work for you. From their post, there seems to be a Microsoft problem with ipv6. Good luck.

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