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Outlook keeps prompting for a password RRS feed

  • Question

  • Outlook 365 Business keeps prompting for a password.

    Here is the setup:  Everything is on premise (local private network with good connection), Exchange 2013 and Office 365 for business is installed on the client. Using AD locally.

    How did this happen?: The user change the password and ever since then Outlook prompts for a password. Everything was fine until the password was updated.

    We have entered the password multiple times but it continues to be prompted.

    We have used different user names such as: domain\username; username@domain.local; and username@domain.com
    Still nothing worked.

    On occasion it would go away. However, as soon as you restart Outlook you get prompted again.

    Please provide suggestions.

    Sunday, November 17, 2019 8:09 PM

Answers


  • What is happening now is all other delegated mailboxes that are connected to the owners box are requiring a logon and don't go away. What is the next step?

    What if we remove the delegated mailbox from Account Settings and re-add them again? Are there any improvements?


    Please remember to mark the replies as answers if they helped. If you have feedback for TechNet Subscriber Support, contact tnsf@microsoft.com.

    • Marked as answer by jackie.butler Monday, November 25, 2019 1:27 PM
    Wednesday, November 20, 2019 1:30 AM
    Moderator
  • For Office 365 client, we could use Microsoft Support and Recovery Assistant (SaRA) to run tests to resolve many different problems. It can gather the Outlook profile configuration information that's helpful when you troubleshoot problems. For more details, please refer to this link.

    After installing this tools, choose "Outlook" > "Outlook keeps asking for my password"

    Besides, to check if it's related with server settings, when issue occurs, please test Autodiscover via ExRCA. If any errors, please paste here for further research.

    Regards,

    Perry


    Please remember to mark the replies as answers if they helped. If you have feedback for TechNet Subscriber Support, contact tnsf@microsoft.com.

    • Proposed as answer by AnnieDs Monday, November 25, 2019 9:07 AM
    • Marked as answer by jackie.butler Monday, November 25, 2019 1:27 PM
    Friday, November 22, 2019 8:58 AM
    Moderator

All replies

  • Check firewall/Network communication level with Exchange 2016 and DCs. you can try disabling AVs, Firewalls

    http://msexchangeguru.com/2018/12/06/ex16-eventid-2080/

    https://support.microsoft.com/en-us/help/316300/event-id-2080-from-msexchangedsaccess


    https://social.technet.microsoft.com/wiki/contents/articles/51374.exchange-2016-troubleshooting-event-id-4127.aspx

    http://msexchangeguru.com/2018/07/10/e2016event4127/

    Before going everything, Check AD health check and verifiy DC are functioning without any issue.

    Check you communication between Exchange and DCs

    Sunday, November 17, 2019 8:27 PM
  • Hi Jackie,

    Does this issue happen to all users?

    Can you log on web mail with the new password correctly?

    Outlook will read cached password in Credential Manager to connect account. The previous password may be still used there. Let's clear the cached password to test the results:

    Open Control Panel > Credential Manager > Windows Credential. Find the items with your account name or 'Outlook' in the name and remove it. Restart Outlook client and re-enter the new password.

    If issue persists, some cached settings in the profile may be corrupted. Please create a new profile for one problematic user to see if it helps.

    Any updates, please feel free to post back.

    Regards,

    Perry


    Please remember to mark the replies as answers if they helped. If you have feedback for TechNet Subscriber Support, contact tnsf@microsoft.com.

    Monday, November 18, 2019 3:01 AM
    Moderator
  • Update:

    This is happening to about 10 employees now and growing.

    Some have not changed their password but it still happened.

    I did create a new profile but it still didn't resolve the problem.

    They did log on to webmail and it worked fine.

    I went into the Credential manager and removed everything that had office in it. To include some that had SSO_POP because they contained the email address.

    When I relaunched Outlook it asked for credentials as expected. It took about four times before the logon box went away using this:  domain\username

    Waiting on results and will post back.

    Monday, November 18, 2019 10:17 PM
  • Hi Jackie,

    >>Some have not changed their password but it still happened.

    In this case, the issue may not be related with the password. Would you mind share a screenshot of the password window for further research?

    I've also see some reports of this issue.

    If your issue continues after above steps, we can try adding the ExcludeExplicitO365Endpoint registry key to see if it helps:

    HKEY_CURRENT_USER\SOFTWARE\Policies\Microsoft\office\16.0\outlook\autodiscover
    DWORD: ExcludeExplicitO365Endpoint
    Value = 1

    (Important Follow the steps in this section carefully. Serious problems might occur if you modify the registry incorrectly. Before you modify it, back up the registry for restoration in case problems occur.

    Regards,

    Perry


    Please remember to mark the replies as answers if they helped. If you have feedback for TechNet Subscriber Support, contact tnsf@microsoft.com.

    Tuesday, November 19, 2019 1:50 AM
    Moderator
  • The outlook boxes seemed to work when I deleted the line with outlook in the cred manager.

    What is happening now is all other delegated mailboxes that are connected to the owners box are requiring a logon and don't go away. What is the next step?

    Tuesday, November 19, 2019 11:19 PM

  • What is happening now is all other delegated mailboxes that are connected to the owners box are requiring a logon and don't go away. What is the next step?

    What if we remove the delegated mailbox from Account Settings and re-add them again? Are there any improvements?


    Please remember to mark the replies as answers if they helped. If you have feedback for TechNet Subscriber Support, contact tnsf@microsoft.com.

    • Marked as answer by jackie.butler Monday, November 25, 2019 1:27 PM
    Wednesday, November 20, 2019 1:30 AM
    Moderator
  • They are all back again!!

     
    Here is a pic of the logon box.



    • Edited by jackie.butler Wednesday, November 20, 2019 7:30 PM pic
    Wednesday, November 20, 2019 7:29 PM
  • For Office 365 client, we could use Microsoft Support and Recovery Assistant (SaRA) to run tests to resolve many different problems. It can gather the Outlook profile configuration information that's helpful when you troubleshoot problems. For more details, please refer to this link.

    After installing this tools, choose "Outlook" > "Outlook keeps asking for my password"

    Besides, to check if it's related with server settings, when issue occurs, please test Autodiscover via ExRCA. If any errors, please paste here for further research.

    Regards,

    Perry


    Please remember to mark the replies as answers if they helped. If you have feedback for TechNet Subscriber Support, contact tnsf@microsoft.com.

    • Proposed as answer by AnnieDs Monday, November 25, 2019 9:07 AM
    • Marked as answer by jackie.butler Monday, November 25, 2019 1:27 PM
    Friday, November 22, 2019 8:58 AM
    Moderator
  • Glad to see that helps

    Here I will provide a brief summary of this post for your information.

      

    [Issue Symptiom]

    ====================

    Outlook 365 Business keeps prompting for a password from delegated mailbox.

       

    [Solution]

    ====================

    1. Use Microsoft Support and Recovery Assistant (SaRA) to run tests to resolve many different problems

    2. remove the delegated mailbox from Account Settings and re-add them again

         

    [Reference]

    ====================

    https://support.microsoft.com/en-us/help/4098558/how-to-scan-outlook-by-using-the-sara-tool

    Tuesday, November 26, 2019 12:54 AM
    Moderator