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Issues using Microsoft Outlook 2010 SP2 with NHSmail [Outlook 2010 Out of Support]

Summary

If using Microsoft software to access NHSmail, only access from Microsoft software in mainstream or extended support is assured. NHSmail does not support access from products that have ended extended support, even where an organisation may have taken out a custom support agreement.

Supported Browser, Outlook, OS and Mobile Versions (HIGH IMPACT)

Pre-requisite

Older client systems will need to be upgraded to access NHSmail. A full list of supported Browsers, Outlook client versions, Mobile and Desktop Operating systems is shown below. These are accurate at the time of writing.

Impact

The following clients won’t be supported with NHSmail once users have moved to Office 365 which starts in Summer 2020:

IE 8,9,10

Older versions of Chrome, Firefox and Safari

Outlook client versions prior to 2013 with SP1

Windows XP and 7

Older Versions of Android and iOS

NOTE

Support for Windows 7 ended on January 14, 2020. This means Microsoft will no longer provide technical support or software and security updates from that date. Microsoft will not take any active measures to block Windows 7 clients from connecting to Office 365 services however clients may encounter performance and/or reliability issues over time. If you haven’t already begun to upgrade your Windows 7 environment, we recommend you start now.

What action do I need to take?

Make sure systems used to access NHSmail are using supported software versions.

Supported Browser Versions

Table 1 – Minimum browser versions
Windows: Microsoft Edge, Internet Explorer 11 (with latest update), latest version of Mozilla Firefox, or latest version of Google Chrome
Mac OS X: Apple Safari 10+ or latest version of Google Chrome

Supported Outlook Versions

Table 2 – Supported Outlook Versions
Outlook 2019
Outlook 2016
Outlook 2013 with SP1 (until extended support end date – (11/04/2023)
Outlook for Macintosh – Office for Mac2019

Supported OS Versions

Table 3 – Supported OS Versions
Windows 10
Windows 8.1
Mac OS X 10.10 and later

Supported Mobile Devices

Table 4 – Minimum Mobile Device OS Requirements
A phone or tablet with Android 5.0 or later
An iPhone, iPad, or iPod touch with iOS 10.0 or later
IMPORTANT

If your organisation users a third party Mobile Device Management (MDM) solution, you may be required to follow additional steps to reconfigure your organisations mobile devices following the Refresh. Please contact your MDM supplier for guidance on allowing managed devices to connect to Exchange Online.

Support and Troubleshooting for Outlook 2010 [Out of Support]

Microsoft Support

  • Support for Office 2010 ends on 13th October 2020. If you haven’t already begun to upgrade your Office 2010 environment, we recommend you start now.

Troubleshooting Steps

  • Ensure Local IT have followed the pre-requisite checks as detailed in the below document.

https://support.nhs.net/knowledge-base/technical-pre-requisite-tasks/

  • If you are experiencing a “Not Responding” error in the title bar when you open Outlook, please contact your Local Administrator. LAs can seek guidance via the following Support Site guidance.
  • To ensure there is no proxy authentication for traffic, it is required that Office 365 traffic avoids SSL break and inspect. Please follow the guidance in the below document.

https://docs.microsoft.com/en-us/microsoft-365/enterprise/managing-office-365-endpoints?view=o365-worldwide#proxy-server-bypass-processing-of-office-365-network-traffic

  • If you have Multi Factor Authentication enabled, please follow the guidance in the below document.

https://support.nhs.net/knowledge-base/multi-factor-authentication-guidance/

  • Run the Microsoft connectivity tool following the instructions below;
  1. Navigate to: https://connectivity.office.com/
  2. “”In the In Enter your city or click the locate me icon:”” dialogue box use the “”locate me icon””
  3. In “”Optionally enter your tenant name”” add nhs.onmicrosoft.com
  4. Click Run tests
  5. It will download and then run a file named similarly to: Connectivity.ab123456-aaaa-1234-bbbb-1a1b1c1d1e1f.nhs.exe
  6. Click “”Details and solution”” – review and the output and send to Local IT
  • If the above Connectivity Test fails, please send the results to your local IT
  • Apply the following registry key fix;
  1. Click Start, click Run, type regedit in the Open box, and then click OK.
  2. Locate and then select the following registry subkey: HKEY_CURRENT_USER\Software\Microsoft\Office\14.0\Common\General
  3. On the Edit menu, point to New, and then click DWORD (32-bit) value.
  4. Type DoNotQueryUserNotificationState, and then press ENTER.
  5. Right-click DoNotQueryUserNotificationState, and then click Modify.
  6. In the Value data box, type 1, and then click OK.
  7. Exit Registry Editor.

Please find further information in the below “Microsoft Knowledge Base” Articles

  • Recreate the Outlook Profile

Microsoft Knowledge Base

Depending on your circumstances, we suggest either of the following articles;

Updated on 03/12/2020

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