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Muhammad Ali Khan's avatar
Muhammad Ali Khan
Copper Contributor
Dec 10, 2018
Solved

Outlook (365) Need Password - Issue

Hi,   We are using E3, outlook 365 in our company. Some of our users' outlook stop sync with exchange and ask for password, as shown in below image:     to fix the issue, I clear entries i...
exchange
office 365
  • ChrisHoardMVP's avatar
    ChrisHoardMVP
    Dec 13, 2018
    Hi Muhammed,

    Add the Registry key as advised in the article

    We've been seeing this for more than 6 months sporadically and again same for one computer today. There was no recent password change but suddenly behavior as described here. Adding this key and setting it to 1 fixed the issue with no reboot. We're seeing this reported by a very small number (half or a quarter percent maybe?) of the clients that we manage.

    Best, Chris
ChrisHoardMVP's avatar
ChrisHoardMVP
MVP
Jan 22, 2019
Hi Neil Rabbitts,

Did you redo the whole Outlook profile after adding the registry entry as I don't believe it will apply if the existing profile is there (even with a restart of Outlook.

Best, Chris
Neil Rabbitts's avatar
Neil Rabbitts
Copper Contributor
Jan 23, 2019

ChrisHoardMVPHi Chris,

I'm afraid I can't remember the exact sequencing, but I think I added the registry entry, then when it didn't work, created a new profile as a last resort (may be wrong).  The new profile worked and I thought 'great, I wonder if I can reinstall the account on the existing profile?" (to avoid reinstalling everything below...) which I did, and it worked there too... for a week.  Clearly I don't understand the influence of the registry entry on any given profile, or indeed cause and effect between all this...  So I'm now in the situation where neither profile works for that email address (O365 Business Essentials), so I have one profile just with that mailbox (not working) and the original profile showing mailboxes from:

  • The broken O365 Business Essentials account
  • An O365 Education account (I think EES)
  • A Microsoft 365 account (SBP+EMS)
  • 2xoutlook.com free accounts and
  • an IMAP account.

All are working except the one mentioned.  Perhaps I should also throw into the mix that when I emptied Credential Manager, there were lots of entries from Microsoft Teams, which I use for 4 of the above.  I think I'm working the credentials system quite hard...

  • ChrisHoardMVP's avatar
    ChrisHoardMVP
    MVP
    Jan 23, 2019
    Hmmm, that's quite complex.

    From experience after applying the registry entry you have to remove every profile on Windows under Mail and then re-add profiles again otherwise it tends to not work. So if you have other profiles there, even legacy ones, you would need to remove them.

    I would also look into whether the MSoid CNAME is on the domain you are using Office 365 Business Essentials account as I have heard this can fix it in cases too. You will be able to get this from the Domain section of the Admin Portal.

    Best, Chris
    • SeansPCPowerIT_Service's avatar
      SeansPCPowerIT_Service
      Copper Contributor
      Jan 31, 2022

      I have this problem ongoing for months. Tried the registry hack that didn't work. Ran online repair and received error screen "Something went wrong".  

      Are you for real or just pulling our leg? Why on earth are we required to hack the registry then delete entire Outlook and Windows profile then recreate it all? That's a lot of work. Microsoft is required by law to correct these issues. Billions of people and businesses pay for their products hence Microsoft is required by law to provide an acceptable level of service. Not provide long and detailed workarounds for faulty software dirty coding or whatever. Of course they blame third party apps or someone and/or something else. In the meantime the end users are the ones left to troubleshoot and fix these issues themselves. Who pays for my time to fix this? Not MS that's for sure. ChrisHoardMVP 

      • gmaurissen's avatar
        gmaurissen
        Copper Contributor
        Jan 31, 2022
        SeansPCPowerIT_Service 
        Are you using multiple organisations?
        If so, this helped for me, so no need to do fancy stuff.

        Quit outlook, re-logon in Teams with your correct organization and restart outlook.

        I currently use the other organisations in an InPrivate window to overcome 'life' switching.
        Here I do miss the alerts I would like to have and certainly if I'm mentioned somewhere but at least it is a 'workaround' for the other issues you get when switching organisations.

        This is of course no excuse for MS not to solve this and to come up with a solution that helps us to switch organisations without problems.
    • Neil Rabbitts's avatar
      Neil Rabbitts
      Copper Contributor
      Jan 31, 2019

      Hi ChrisHoardMVP , An update.   So, I put off the 'nuclear' option of rebuilding my multi-account profile from scratch due to needing to do some work, spent a couple of days logging onto that email via browser and phone, and.... today, after signing out of the profile on my Android phone (Coincidence?  Possibly), the next time I logged in on my PC I got the magic 'enter password' box, put it in, and all is well again.  Go figure...  Thank you for your patience and guidance, but nothing more to see here! :-)

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