Troubleshoot the Outlook integration

This guide covers the most common problems with the Outlook integration and how to resolve them. For how the integration is set up in the first place, see the "Outlook integration: personal vs organization-wide accounts" article.

Admin consent is missing

Symptom: An "admin consent not granted" or "permissions denied" message when connecting, or shortly after.

Fix: An organization-wide connection requires a Microsoft 365 administrator to grant tenant-wide consent. Check that all required permissions are configured, have an administrator grant consent again, and then click Reconnect in Tekst. See Connect an organization-wide Outlook account.

The integration shows Unhealthy or Disconnected

Symptom: The integration was working but now shows Disconnected or Unhealthy, and emails stop syncing.

Common causes:

• For a personal account, the saved authorization can no longer be refreshed. This usually happens when the user changed their password, or your organization introduced or enforced MFA. The user must reconnect to re-authorize with the new sign-in.
• An administrator revoked or changed the permissions in Azure AD.
• The connected user account was deleted from Microsoft 365.

Fix:

• Click Reconnect in Tekst to re-authenticate.
• Confirm the connected account still exists and still has the required permissions.
• Check your Azure AD audit logs for recent permission or account changes.

An organization-wide account is not affected by password or MFA changes, because it does not rely on an individual user's sign-in. If you frequently lose personal connections to password or MFA changes, consider switching to an organization-wide account.

A shared or child mailbox shows Disconnected

The connected account does not have access to that mailbox. See Add shared and child mailboxes for how to verify access.

Emails are slow to open or process

If shared mailboxes feel slow, the cause is usually local Outlook caching rather than Tekst. See Slow shared mailboxes - cause and solution.

Still stuck?

Contact us at support@tekst.com and we will help you troubleshoot.