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Fix Exchange Online Shared Mailbox Access Error (WrongServerException)
Question details
Authorized users are unable to access a specific shared mailbox via Outlook on the web, receiving backend server exceptions despite having the correct permissions.
- Product
- Exchange Online
- Device & OS
- not provided
- Scenario
- Attempting to open a shared mailbox using the 'Open another mailbox' feature in Outlook on the web.
- Observed behavior
- Users encounter 'WrongServerException' and 'ErrorMailboxFailoverWithoutRedirection' errors across multiple computers.
Verify that the affected users actively hold 'Read and manage' and 'Send as' permissions for the shared mailbox in the Microsoft 365 admin center before proceeding with backend diagnostics.
Wait for Automatic Mailbox Failover Resolution
Use this approach as an initial step, as Exchange Online backend routing failovers often resolve themselves automatically within a short timeframe.
The errors WrongServerException and ErrorMailboxFailoverWithoutRedirection typically indicate a temporary backend server sync issue within Microsoft's infrastructure. In many cases, the failover process completes on its own.
Wait approximately 1 to 2 hours for the Exchange backend to complete its mailbox failover and server redirection processes.
Ask the affected users to refresh Outlook on the web and try selecting 'Open another mailbox' again to see if the connection has been restored.
Open a Microsoft 365 Service Request
If the shared mailbox error persists, escalate the issue to Microsoft Support for a backend investigation.
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Frequently Asked Questions
What does WrongServerException mean in Exchange Online?
This exception typically occurs when Exchange Online's backend routing directs a user's connection request to a mailbox database server that is not currently active or is in the middle of a failover process.
Can I fix ErrorMailboxFailoverWithoutRedirection without admin rights?
No. If the error does not resolve automatically within a couple of hours, a Microsoft 365 Global Administrator must contact Microsoft Support to investigate the backend service logs.
Why does the error only happen on one specific shared mailbox?
The issue is localized to the specific database server hosting that shared mailbox. If that particular server experiences a sync or failover glitch, only the mailboxes stored on it will trigger access errors, while others function normally.
