Use the Microsoft Remote Connectivity Analyzer to Test Salesforce Exchange Sync Service Account Connectivity

This article explains how to use the Microsoft Remote Connectivity Analyzer to verify that your Exchange Sync service account is correctly configured to sync contacts and calendar events with Salesforce.
Exchange Sync is a Salesforce feature that synchronizes records — such as contacts and calendar events — between a Microsoft Exchange server and Salesforce, using a service account with Exchange Web Services (EWS) impersonation. The User Principal Name (UPN) is the sign-in format used to identify the service account user in Active Directory, typically in the format user@domain.com.
Use this test before providing your service account credentials to Salesforce, or when users report that their contacts or events are not syncing correctly.

Use the following steps to run the Microsoft Remote Connectivity Analyzer and test your Exchange Sync service account connectivity. This test confirms that Salesforce can access the specified Exchange mailboxes through EWS impersonation and helps identify configuration issues before they impact users.
Running the Microsoft Remote Connectivity Analyzer

Visit Microsoft's website and search for the Remote Connectivity Analyzer, or go to https://testconnectivity.microsoft.com.
On the Exchange Server tab, click the Service Account Access option.
Complete the test fields:
1. Target mailbox email address: Enter the email address of an Exchange user.
2. Service Account User Name (Domain\User Name or UPN): Enter the service account domain\username or UPN you have set up for Exchange Sync.
3. Service Account Password: Enter the service account password you have set up for Exchange Sync.
Select the Use Autodiscover to detect server settings radio button.
Select either Contacts or Calendar in the dropdown for Test predefined folder.
1. Choose Contacts to test sync connectivity for the user's contacts, or Calendar for the user's events.
Check the Use Exchange Impersonation radio button.
In the Impersonated User field, type the same Exchange email address you entered for Target mailbox email address in step 3.
Select SMTP Address in the Impersonated user identifier dropdown.
Check the box for I understand that I must use the credentials of a working account...acknowledgment.
Type the analyzer verification code and click Verify.
At the top or bottom of the page, click Perform Test. Running the test usually takes less than 30 seconds. When the test is complete, the analyzer displays a summary evaluating the sync connectivity for the Exchange user you specified.
Once the result is displayed, click Save as HTML or Save as XML next to the Expand All link on the right side. Attach the file to your case or email it to your Salesforce support representative.
Take action based on the test results:
If the test summary displays "Connectivity Test Successful" or "Connectivity Test Successful with Warnings," your service account is likely set up correctly and you are ready to provide your service account credentials to Salesforce.
If the test summary displays "Connectivity Test Failed," review the test details to troubleshoot setup issues. Return to the Exchange Sync setup instructions.
If you are still unable to set up Exchange Sync, or if setup completed successfully but users still cannot sync their records, run the test again and save the results as HTML. Provide these details to Salesforce Customer Support when filing a case.