If you see an error message when you connect your on-premise Exchange account or calendars, check the common causes below. Robin supports Exchange 2007 and higher.
You connect Exchange in Manage > Integrations. To open the Exchange connection window, select Connect next to Microsoft Exchange under Add Connectors. If Exchange is already installed, select Manage next to it in the Installed list, then select Edit.
Run the connection test first
Start with the connectivity test from Microsoft. It shows which issue below is the likely cause. Open the test in a separate window, then follow the steps to start a connectivity test.
Check that you did each of these:
- Capitalize the domain in
DOMAIN\username. It is case-sensitive. - Use a service (not user) account to connect with Robin.
- Add Robin's IP addresses to your firewall allowlist.
- Enable NTLM authentication on your Exchange server.
Calendar troubleshooting
If your calendars do not connect, check these:
Test your connectivity with Microsoft's tool
Exchange configurations differ a lot, so troubleshooting needs some background information. Microsoft has a diagnostic tool that finds connection issues: https://testconnectivity.microsoft.com
SSL verification
By default, Robin verifies your server's SSL certificates for added security. If you have a self-signed certificate or use an outdated cipher (for example, SHA1), clear SSL Verification under Advanced Options in the Exchange connection window. You can confirm your certificate is valid with this tool.
If you can connect with this tool, you should have no trouble connecting to Robin with the right configuration.
Start a connectivity test
- Open https://testconnectivity.microsoft.com in your browser.
- On the Exchange Server tab, under Microsoft Exchange Web Services Connectivity Tests, select Service Account Access.
-
Enter details about your service account, EWS URL, and room resource:
Field What to enter Target mailbox email address One of your room resource accounts, such as conference_room@yourdomain.com.Service Account User Name The service account as DOMAIN\usernameor a UPN, such asservice_account@yourdomain.com.Service account password and Confirm password The service account's password. Specify Exchange Web Services URL Select this option instead of Autodiscover. Enter the full EWS URL, such as https://webmail.domain.com/EWS/Exchange.asmx.Test predefined folder Calendar. Use Exchange Impersonation Check this box. You must check it to match Robin's connection. Impersonated user A room resource account. In most cases it is the same as the target mailbox. Impersonated user identifier SMTP Address. Ignore Trust for SSL Check this box only if you use a self-signed certificate. If you are not sure, leave it unchecked. - Run the test. The results show what worked and what did not.
- To share your results for troubleshooting, save a copy of the report with the button on the top right.
Check your capitalization
Your domain (the Target) is case-sensitive. For the user name, enter DOMAIN\username separated with a backslash (\) OR a valid UPN (for example, service_account@yourdomain.com).
The test works, but Robin still does not connect
If the Microsoft test works but Robin still fails to connect, check these differences:
| Cause | Fix |
|---|---|
| DOMAIN capitalization | Confirm that a capitalized DOMAIN\username or a UPN for the username also fails. |
| Stricter SSL verification | If you have a valid third-party certificate that uses an outdated cipher (for example, SHA1), you also need to skip SSL verification in Robin to connect. Clear SSL Verification under Advanced Options. |
| NTLM authentication | Microsoft's connectivity tool uses Basic authentication, but Robin encrypts through NTLM. Confirm that NTLM is enabled and lets outside services authenticate with it. |
Contact the Robin support team
If Robin still does not connect, email the Robin support team with:
- A screenshot of Microsoft's connectivity test above, with the form filled out.
- The diagnostic log for the Exchange Integration in Robin. To copy the results, select Diagnostic Log in the Exchange connection window.
In most cases, the team can point you in the right direction within one email.