Error: "We had trouble sending your email. Please reconnect your email account from the Einstein Activity Capture settings in your personal settings."

This section explains how to resolve Einstein Activity Capture (EAC) disconnect errors that occur when a user's mailbox is hosted on a different Exchange Online tenant or a guest tenant than the one used for the EAC connection.

Cause

EAC does not support mailboxes hosted on Exchange Online tenants or guest tenants that are not connected to the original tenant used for the EAC connection.

Steps to Resolve

1. Verify the user's primary Exchange email address and ensure it matches the UPN (User Principal Name) format on the Exchange side.

2. Collaborate with the Microsoft/Exchange team to investigate mailbox configurations and tenant-level settings. Use tools like the Microsoft Remote Connectivity Analyser to test Exchange Sync Parameters.

3. If the issue persists, consider using user-level connections as a workaround for affected users.

If the Issue Persists

4. Engage Microsoft support to address this issue, as it is related to the Exchange Server configuration.

See related Microsoft documentation: Understand and manage the properties of B2B guest users