Outlook Showing Wrong Profile Picture

We got a call from a customer who had sent themselves an email as a test and the profile picture was someone else’s photo. This would happen as soon as the user typed in there email address and Outlook recognized it the photo of the other person would show up. We changed his profile picture in Outlook to be a white blank, but we still had the issue.

The problem was in the person’s contacts. They had a person in their contacts who picture was showing as the unwanted profile picture. We discovered the user had somehow had our customer’s email address not as the email address, but as the second email address. So when our user went to type in their email address it was associated with the person in their contacts.

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Outlook 2013 Can’t Create Signature

We got a call from a user that just got their laptop upgraded to Windows 10 using Office 2013. When the user tried to create their signature Outlook would freeze. Found a couple of links with suggestions, but this one did the trick.

https://support.office.com/en-us/article/outlook-freezes-clicking-the-signature-button-c70b36c2-66ca-401c-ab45-f29a46495d02

The trick was to Settings >> Search for Apps. Click on “Apps and Features”, and uninstall “Microsoft Office Desktop Apps” and uninstall it. It did require a reboot, but everything was working after that.

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Office 365 you weren’t recognized as a valid sender

Had a user who started to get this message. “Your message couldn’t be delivered because you weren’t recognized as a valid sender”. Logged into their Office 365 Admin account and went to Protection >> Action Center. Saw the user there and clicked “unblock” them. It took a minute, and came back with the user still in the list. I tried to send an email at the user and got the same error. In the Admin panel >> Action Center the user was still listed. I clicked “unblockagain and this time the user wasn’t listed. I tried to send another email, and got the same error again. I see a alert on the Action Center page to go to the new “Restricted Users page“. This page didn’t show the user being blocked.

I looked at the error in the Non-Deliverable Report in the returned email. The error in the message is “550 5.1.8 Access denied, bad outbound sender“.

This page was a help to let me know it could take a few hours for the email to resume.

https://support.office.com/en-US/client/results?Shownav=true&lcid=1033&ns=O365ENTADMIN&version=15&omkt=en-US&ver=15

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Outlook Contacting:\\googleads.g.doubleclick

Had a customer with an issue of Outlook “Not Responding“, and a dialog box would popup saying: Microsoft Outlook Contacting: \\googleads.g.doubleclick.net\pagead\viewthroughconversation\877065211”.

Running Outlook in safe mode would stop this from happening. Go to run and type in “outlook /safe” and hit enter.

The following article lead us to possible Malware. There were no obvious browser add-ins or extensions that could be causing this. We found the following article which prompted us to install and run RougeKiller.

Click here to see article.

RougeKiller found 3 items that we didn’t really see as a threat. One was just a shortcut, but one was a registry entry. We recreated the short and let RougeKiller Quarantine the three items. We restarted the machine and the issue didn’t popup again. We uninstalled RougeKiller and restarted the machine and Outlook was working properly.

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Outlook a program is trying to access e-mail address

We had a customer who’s Outlook keep popping up the following dialog box.

Here is the link we used to understand the issue.

https://support.office.com/en-us/article/i-get-warnings-about-a-program-accessing-email-address-information-or-sending-email-on-my-behalf-86cc5ece-379e-45e3-b8eb-3fefba09946b

This location uses Vipre Antivirus. We logged onto their server and went into the Vipre console. The customer’s machine appeared up-to-date with the client; however, the definitions were slightly behind. Not by much. We pushed “Definition Upates”, and this resolved the issue right-a-way.

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Outlook Keeps Asking For My Credentials

We were having this issue with one of our employees. He would login using his network password. He could access our Outlook Web App (OWA) which requires his same network password; however, when we entered that password into his Outlook we would get “Wrong username or password“.

The solution came with the “Credential Manager“.  There was a long “MicrosoftOffice15_Data:orgid:….“.  I click on this to expand and hit “Remove from vault“, and this fixed the issue.

Although this worked for several customers we had one that required us to create a new profile in the Mail portion of the Control Panel.

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Migrating Email From Rackspace To Office 365 Godaddy Domain

We have been moving some customers over to Office 365.

Here are some of the steps required to do this.

  1. Setup the account in Office 365.
  2. Use the migration tool
  3. In Office 365 go under Setup >> Domains >> give it a second and it should populate the 3 records you will need to update.
    MX
    TXT
    CNAME
  4. We removed all the older record pertaining to SecureServer.net which was POP, SMTP, CNAME, TXT, and the MX record.
  5. Added the 3 records shown above.
  6. Sent a test and received the email. Replied back and was able to verify the customer could receive the email.

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Find Office 365 Partner Relationship

We needed to find a new customer’s reseller account for Office 365. It is easy…

  1. Log into their Office 365 account.
    If you are locked out of the admin account start the process to correct as soon as you can.
  2. Our accounts show an “Admin” button on the dashboard/splash screen, click the “Admin” button.
  3. On the left-side menu expand “Settings” by clicking on “Settings” and select “Partner relationships

The following article got me headed on the right path.

https://support.office.com/en-us/article/find-your-office-365-partner-or-reseller-b6c18a9b-2aed-4c84-9d75-af709160258c

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Outlook Not Opening Excel Document – EMET

Had a customer who was having issues opening Office attachments from Outlook. EMET was popping up and preventing Excel and Word from opening attachments in Outlook.

I found this article which got me started.

https://social.technet.microsoft.com/Forums/office/en-US/deeb260d-96c5-4cb4-80a0-f5242d33095b/emet-55-simexecflow-blocking-excel-amp-other-office-opening?forum=emet

This didn’t fix the issue because Excel and Word were still blocked by EMET.  This also messed up the Office 2013 install, so I ran a repair on Office 2013 from Add and Remove Programs. When Excel opened up I had to re-activate the Office programs. I got this repaired.

I removed EMET and re-installed the latest EMET 5.5. This still didn’t resolve the issue. I found this this next link that lead me down a good path.

https://forums.malwarebytes.com/topic/144762-emet-simexecflow-problem-now-appears-fix-on-my-system/

I removed MalwareBytes, restarted the machine, and everything was working now.

I imported the three .XML files mentioned in the link above as well.

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