At Turbo IT Solutions, we support one of our clients with their Office 365 environment, among other IT services. Smartphone support is typically excluded from their service agreement, as most employees don’t use company-issued mobile devices.
Last week, however, one user needed to set up her business email on an iPhone before heading off on vacation. She encountered an issue during setup—an error stating that her Microsoft account does not exist.
Although mobile support was out of scope, we applied an anatomy of troubleshooting to quickly assess and resolve the problem. By stepping beyond the standard agreement and using a structured, analytical approach, we ensured the user could access her email without delay.
At Turbo IT Solutions, our commitment to proactive support defines how we solve problems—methodically, efficiently, and always with the client’s needs in focus.
An Anatomy of Troubleshooting: A Real-World Email Setup Issue
As part of an anatomy of troubleshooting, we recently helped a user facing issues while setting up her Office 365 email on an iPhone. To isolate the cause, we first asked her to launch a web browser on her PC web browser, and sign in using the same credentials she was entering on her phone. This helped verify that the issue wasn’t due to a typo or incorrect login—her successful login confirmed that her username and password were correct.
With credentials confirmed, we turned our focus to the smartphone. We advised her to restart the phone to eliminate any interference from other apps. However, the issue still persisted after rebooting.
As part of a deeper analysis in this anatomy of troubleshooting, we requested screenshots of the exact error message. Upon reviewing the images, we discovered the root cause: the user had mistakenly selected the wrong email account type in the iPhone’s native Mail app—choosing Outlook.com instead of Exchange.
Thanks to a systematic approach and clear communication, we quickly guided her to the correct configuration. At Turbo IT Solutions, this is what smart, structured troubleshooting looks like.
Outlook.com is the free email service provided by Microsoft, people often mix it up with Outlook. Outlook is part of Microsoft Office Suite, it’s a commercial software. When adding Office 365 email account on iPhone’s email app, the category should be Exchange, because Office 365 is literally Cloud version of Exchange.
Knowing where the issue is, the user was able to add her work email account on her smart phone now.
Do you have IT issues as puzzling as this one? Call us today at (604) 757-9823, or send us a contact form.
