Troubleshooting and support information

Exchange Online

Applies to: Exchange Online, Exchange Online Protection

Topic Last Modified: 2013-12-05

This topic describes troubleshooting steps for end users and administrators, and provides information about how to contact technical support for assistance.

Occasionally, you may experience trouble with Microsoft Office Outlook after adding the Junk Email Reporting Add-In. Following are problems that you may encounter, along with tips for resolving these issues.

  • Nothing happens when you click Report Junk

  • Outlook stops responding after you select an email message

  • Reported junk mail cannot be delivered due to an "undeliverable" reply

Troubleshooting tip
  1. Close and restart Microsoft Office Outlook.

  2. Verify that you are able to create and send a test message. To do this, you can send a test message to another email account that you are responsible for, and then verify that the email message is received.

If the problem persists, contact your IT administrator.

You can also submit spam messages directly to Microsoft by using the email address, and false positive messages by using the email address. For more information, see Submit spam, non-spam, and phishing scam messages to Microsoft for analysis.

As an administrator, you might experience issues with users using the Junk Email Reporting Add-in for Microsoft Office Outlook. Following are some tips for resolving problems that you might encounter.

Problem: An error message asking users to contact their system administrator continually appears.

Troubleshooting tip
  1. Set the following registry key value to “Verbose”:

    • 32 bit Outlook installed on a 32 bit operating system:

      HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Junk Email Reporting\Addins\LoggingLevel

    • 32 bit Outlook installed on a 64 bit operating system:

      HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Junk Email Reporting\Addins\LoggingLevel

    • 64 bit Outlook (always installed on a 64 bit operating system):

      HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Junk Email Reporting\Addins\LoggingLevel

  2. Restart Microsoft Office Outlook and ask users to report back when they see the error message.

  3. Collect the log information found at the following location:

    %LOCALAPPDATA%\Microsoft\Junk Email Reporting Add-in\SpamReporterAddinLog.txt

  4. Contact Exchange Online Protection Technical Support and provide them with the log information.

Problem: Users choose not to receive a confirmation when they submit an email as junk and now they want the option back.

Troubleshooting tip
  1. Set the following registry key value to “True”: HKEY_CURRENT_USER\Software\Microsoft\Junk E-mail Reporting\Preferences\ConfirmReportJunk

  2. Restart Microsoft Office Outlook.

If you need help with the installation, configuration, or uninstallation of the add-in, please contact technical support using the new service request link on the support page in the Office 365 admin center. For additional options including submitting a service request via the telephone and self-support options, see Help and support for EOP.