Outlook repeated prompt for password
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Working with several people of late with Outlook and their Office 365 account, having many report repeated issues with having the password prompt come up.
They are able to sign into the portal fine, so it's not a password issue. things done:
- cleared the cached creds
- recreated profile
- used the MS O365 SARA tool
Has anyone seen this of late? I have five going on more people dealing with this.
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@Dominica has dealt with this a bunch in the past.
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I dealt with this a lot in the past. I could never figure out why it happened. It always seemed to coincide with when they changed their O365 passwords. I did the steps you did as well but they didn't help at all.
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Did you clear the local .OST file out manually?? The SRA should do that but I ran into a couple where once I manually did it the password issue finally went away.
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I run into this currently but mine is a syncing issue. Although the logs don't reflect that, i know its the case because i can use their old passwords
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It's very frustrating.. Borderline insanity.
Forced changed the password again,.. this time a little different even thought it was reported as being strong.
Deleted the config / profile and running the MS Support and Recovery Assistant again.
Oddly once the SARA tool is finished it want to load Outlook. But it doesn't launch. I have to go into Task Manager to force close it. Then it loads in Safe mode, close it, and now in normal mode, and 'hung' at Preparing for first use (30%) Getting Mailbox settings.
And again.. prompting cycle.
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I've found the fix to be using OWA
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@scottalanmiller Users hate OWA though
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The last time I had to deal with this (we were in process to migrating to O365) was an issue with the system updates on the user PC's.
There a specific set of updates required for Outlook 2013/2016 to allow it to authenticate.
Have you confirmed that these systems are completely up to date?
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@scottalanmiller said in Outlook repeated prompt for password:
I've found the fix to be using OWA
Yep, we don't support Outlook desktop app here anymore. Reduced our ticket load by a lot from my understanding.
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@coliver said in Outlook repeated prompt for password:
@scottalanmiller said in Outlook repeated prompt for password:
I've found the fix to be using OWA
Yep, we don't support Outlook desktop app here anymore. Reduced our ticket load by a lot from my understanding.
Oh yeah, Outlook is a huge support cost. OWA is like zero.
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Well it would seem that a Domain Controlled FIrewall setting was the issue. Logging in as the admin and reseting the firewall settings cleared the issue.
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@gjacobse said in Outlook repeated prompt for password:
Well it would seem that a Domain Controlled FIrewall setting was the issue. Logging in as the admin and reseting the firewall settings cleared the issue.
Did you find what was being blocked?
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@coliver said in Outlook repeated prompt for password:
@gjacobse said in Outlook repeated prompt for password:
Well it would seem that a Domain Controlled FIrewall setting was the issue. Logging in as the admin and reseting the firewall settings cleared the issue.
Did you find what was being blocked?
I'll defer that answer to @Mike-Davis since we have spent the last two hours on it again.
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We used the SARA tool and then pored over the logs. We found this line:
="'15'" Title="Possible problems due to non-default values specified under \RedirectServers" Text="Non-default server entries found under the 'HKCU\Software\Microsoft\Office{2}.0\Outlook\AutoDiscover\RedirectServers' key. Please check with your administrator to make sure this is a desired configuration." GUID="620115" SSID="5f098891-0092-47b6-b3da-88599a1aaca2" P9="$CloudMbxRegistry_fCloudMbxDetected/Result" Cloud="{9}" SaraSvc="True" Weight="10000" Symptoms="Autodiscover" Pass="False" />We opened up the registry and deleted the value HKCU\Software\Microsoft\Office\15.0\Outlook\Autodiscover
The two keys that were in there were:
[HKEY_CURRENT_USER\SOFTWARE\Microsoft\Office\15.0\Outlook\AutoDiscover\RedirectServers]
"autodiscover-s.outlook.com"=hex(0):
"autodiscover.hotmail.com"=hex(0):With that said, it created the exact same values, but this time it worked when we created a profile. Not sure why that worked, but it did.
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It has been a lot of hours over the course of the last two months trying to isolate this issue. Even MS wasn't able to locate it, it seemed.
I am grateful to @Mike-Davis assistance on it.
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Nice find @Mike-Davis, I'll have a look at that the next time I get this issue.
I've been getting it a bit recently, not regularly but enough to "sigh, not again" .I've been doing is a slash & burn approach, which has worked but not 100% AFAIK as the issue has returned to a couple of users.
(With Outlook closed)
- Control panel --> mail --> delete mail profile
- Delete everything under C:\Users$user\AppData\Local\Microsoft\Outlook (some may prefer to simply tack .OLD onto the end of the users .OST file for safe keeping... [email protected])
- Control panel --> mail --> create mail profile
- Open Outlook
Also, in some cases, I've run a repair on the users installation of Office.
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@nadnerB said in Outlook repeated prompt for password:
Nice find @Mike-Davis, I'll have a look at that the next time I get this issue.
I've been getting it a bit recently, not regularly but enough to "sigh, not again" .I've been doing is a slash & burn approach, which has worked but not 100% AFAIK as the issue has returned to a couple of users.
(With Outlook closed)
- Control panel --> mail --> delete mail profile
- Delete everything under C:\Users$user\AppData\Local\Microsoft\Outlook (some may prefer to simply tack .OLD onto the end of the users .OST file for safe keeping... [email protected])
- Control panel --> mail --> create mail profile
- Open Outlook
Also, in some cases, I've run a repair on the users installation of Office.
Done most of that,... in some fashion.
My next idea is to nuke the (MS Surface) and reload it.
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@wirestyle22 As do mine.
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This tends to happen if you don't have AD FS for SSO setup with 0365. But if the problem should fix itself with time. Also are you checking the remember password box?
