SAP Knowledge Base Article - Public

2912513 - Error ISA-013: Current Microsoft Exchange Account Doesn't Match With the User on Outlook Server Side Integration

Symptom

While you are provisioning the users on Outlook Server Side Integration you receive the following error:

"ISA-013: Current Microsoft Exchange account doesn't match with the User"

Environment

SAP Cloud for Customer

Cause

This error message may occur, if user is trying to update Office365 Oauth refresh token for a different mailbox.

Resolution

Please, ask the user to confirm their settings:

  1. Go to E-mail Integration Workcenter.
  2. Go to User Settings.
  3. Select Sync Settings.
  4. Click on Detailed settings.
  5. And select Change E-Mail Account or Server and logs on into user mailbox. 

If the steps are correct and the error message still persists, ask the user to provide detailed screenshots with the steps performed (or record a short video) and open an incident to component LOD-CRM-GW-SCC.

Keywords

ISA-013, Outlook, Server Side,  , KBA , LOD-CRM-GW-SCC , Invisible CRM - Smart Cloud Connect Solution , How To

Product

SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications 2002