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JimS_57's avatar
JimS_57
Copper Contributor
Oct 01, 2024

Outlook: Adding Gmail Acct. Error: "We couldn't log on to the incoming (POP/IMAP) server...

Running Office 365 Outlook on a Lenovo laptop and Windows 11.

 

Hey All,

 

I have successfully installed multiple Gmail accounts to Outlook on two different personal computers [Computer#1 (C#1) and Computer#2 (C#2)].  I am trying to install Gmail account #3 (GM#3) on my new computer (C#2) but failing.  It  is already installed on C#1. As a test, I just uninstalled and reinstalled on C#1 without a problem.  Both computers are Lenovo laptops.   I have tried the advanced options "set up my account manually", including both Gmail the and IMAP options with the same result:

 

I get the Error Message: "We couldn't log on to the incoming (POP/IMAP) server.  Please check your email address and password to try again."

The troubleshooter says "Outlook desktop (MAPI) is disabled for this user's mailbox."  (My little bit of research into gmail indicates that MAPI does not support MAPI.)
 
Where I think the trouble started:  In the process of installing GML#3 on C#2, I flubbed up.  I had a Chrome window open under a GM#2 account and during the installation I opened a Chrome window logged into GM#3.  I think (but am not positive) the Chrome's Outlook verification procedure seemed to start in the GM#2 Chrome window and finish in the GM#3 chrome window, but it was not successful in Outlook.  
 
Most solutions I have found involve deleting the account from Outlook and starting over.  However, the GM#3 account has not been installed in outlook so there is no account to delete.
 
Each time I go to install GM#3, it searches for accounts and provides GM#3 as an email address for me to select.  Either automatically or manually, it does not prompt me for a password and there is nowhere I can find to confirm the password is properly entered or change it.  Because Outlook seems to be holding on to information about the account and password, I conclude it has some information on GM#3 in cache or somewhere in the system.  I did a complete delete of all the local Outlook cache (the process I followed indicated this would not delete information that has already been moved to the server--appended to the end of this message).
 
On C#2, I have also deleted all the email accounts and the Outlook profile and reinstalled them but it still seems to hold onto the GM#3 email address and I assume the password (since it never prompts me for the password).
 
As near as I can tell the settings for the GM#3 account on the corresponding Google Chrome account are the same on C#1 and C#2 -- but I have not checked every single one of them (checked "Labels" and "Forwarding and POP/IMAP" settings)
 
Grateful for any solutions/clues/thoughts!
 
Jim
 
INSTRUCTIONS I FOLLOWED TO CLEAR THE LOCAL CACHE
 
  1. Exit Outlook and Skype for Business.
  2. From the Start menu, choose Run.
  3. In the Run window, type this path in the Open box  "%LOCALAPPDATA%\Microsoft\Outlook\"
  4. Click OK
  5. Find the .ost file and rename or delete it (you may need to Show Hidden Files and Show Extensions to see the file)
  6. Remove the following files:  any .xml files, any .nst files
  7. Open the RoamCache folder and delete all items
  8. Open the HubAppFileCache folder and delete all items
  9. Open the Offline Address Books folder and delete all items
  10. Open the 16 folder and delete all items
  11. Restart Outlook
 
 
 
office 365
outlook
windows 11
  • Seaaaa's avatar
    Seaaaa
    Nov 14, 2024

     The problem was solved by this method

    https://support.microsoft.com/en-us/office/unable-to-add-a-gmail-account-to-classic-outlook-4d9530c5-3f40-4e6d-9b45-4477f160828f

  • Seaaaa's avatar
    Seaaaa
    Copper Contributor
    Nov 14, 2024

     The problem was solved by this method

    https://support.microsoft.com/en-us/office/unable-to-add-a-gmail-account-to-classic-outlook-4d9530c5-3f40-4e6d-9b45-4477f160828f

  • KamranR's avatar
    KamranR
    Copper Contributor
    Nov 12, 2024

    As others have reported, my issue start the week of November 4, 2024.  I have various Google Workspace accounts that all work in Outlook 365 but the one with @gmail.com does not work.  

    I keep getting the following message.  I have cleared all the cache files, as instructed but still no luck.

    Nothing had changed but it just stopped working.  Only way to ensure Outlook Send/Receive works was to delete the account.  None of the settings in Gmail has changed and IMAP is allowed.

    Not sure what is going on but it appears to be a universal problem.

  • cullenrp00's avatar
    cullenrp00
    Copper Contributor
    Oct 01, 2024
    Experiencing the same issue. Contacted both Google Workspace and Outlook 365. G Workspace (formerly GSuite) told me its an Outlook problem. Outlook installed Google Sync which supposedly is no longer supported. Both entities remoted into my computer and neither fixed the real problem. I'm not especially IT savvy but I generally get by. All I know is that the IMAP settings have not changed that I am aware of, and I have a entirely separate Google Workspace account (Gmail) that is still fully integrated to Outlook 365 without any issues. I've compared the side-by-side Google Workspace settings for both accounts and there is no discernable difference. I tried clearing the cache as per the initial post - no help. Google has this warning when I searched for instructions on IMAP settings for Outlook 365: "f you're using an email client that accesses your Google Account with only a username and password, upgrade to the latest version of your existing email client, use Sign in with Google, or set up your client to use IMAP with OAuth before September 30, 2024. Learn more about the change in Google Workspace Updates."

    Anyone else having these issues? It's effected both my laptop and desktop.
  • Kidd_Ip's avatar
    Kidd_Ip
    MVP
    Oct 02, 2024

    JimS_57 

     

    Please check on credential manager, app passwords as well as cached credentials in Outlook, even re-adding the account and make sure imap.gmail.com for Incoming while smtp.gmail.com for Outgoing, lastly check on Google Account Security Setting.

    • cullenrp00's avatar
      cullenrp00
      Copper Contributor
      Oct 03, 2024
      I just completed the third service request with BOTH Google AND Microsoft Office 365. The senior technician with MS confirmed that classic Outlook 365 is no longer supporting IMAP because MS wants users to migrate to the new Outlook. I think its a travesty as I think that the new Outlook is awful, but that's the final word on it.
      • JimS_57's avatar
        JimS_57
        Copper Contributor
        Oct 03, 2024

        cullenrp00 

         

        Thanks for sharing all that info.  I agree that last I used it, the new outlook sucked.  Hopefully, they are making improvements!!  How do you get an appointment with a MS technician?

  • TylerMTech's avatar
    TylerMTech
    Copper Contributor
    Nov 13, 2024

    I am experiencing the same issue. This computer is running Windows 11 with a Personal 365 Outlook account and Gmail.

    I have attempted the same troubleshooting steps mentioned previously, but they did not resolve the issue. Interestingly, I was able to add this account to another PC without any problems. The 365 account on the problematic computer is a Personal 365 account, whereas my test was conducted using a Business 365 account.

    Currently, the New Outlook is functioning, allowing basic operations. However, the user is not pleased with the switch to the New Outlook.

    I hope a solution can be found soon.

  • Supagrunt's avatar
    Supagrunt
    Copper Contributor
    Dec 05, 2024

    I am having the same problems as everyone else on this page is having. 

    When trying to create my email account it says: "We couldn't log in to the incoming (POP/IMAP) server. Please check your email address and password and try again."

    Mine happened right after being forced by gmail to change my password. As soon as I did, I was locked out through Outlook 365 Classic only. The gmail address works fine from my phone, and from other apps, as well as Outlook 365 New Version from another computer. It still doesn't work from the New Version on this computer. After this happened, I couldn't get into any settings to check my password. I deleted the gmail account, and tried to put it back in, and the gmail address comes right into the box by itself and gives me the error message above. I've retried, and done all the advanced, and manual settings and they are all correct. I too have other gmail accounts that work fine. 

    I have also tried the cache clearing instructions above to no avail. I have it checked to show hidden files, but there are no .xml files, or .nst files.

    There is no HubAppFileCache folder, and no Offline Address Books folder. 

    I took out the other gmail accounts and wiped everything else that was there, restarted Outlook, and the other gmail accounts came right back on their own, still working as before, but when I tried to add the problem account, it still pops the account in the window when I click to add account, and everything is same as before. No way to check or change the password other than in advanced manual settings I put it in there.

    I too hate the New Outlook. Just before all this started, I paid for another year of Microsoft 365 and I really wish I had not. The only thing I got it for is the Outlook. I could care less about all the other apps that come with it. 

    Tech Support has been crap. No way that I have found to get in touch with a real person to straighten this out. 

    Ok, Microsoft, you got me this time! But there won't be a next time because I will NOT be upping the subscription anymore! 

    This was a total wasted of my money and I wish I could just get a refund!

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