Forum Discussion
User experiencing strange login issue with Outlook 2016 / modern authentication
Hello,
We recently turned on modern authentication for Outlook desktop users for our tenant and one of our users let us know that he's now unable to authenticate in Outlook 2016 for Windows. I was able to look at the issue first-hand, and it appears that when he adds the account in Outlook 2016, it tries to authenticate and then the "Work or school account" window pops up for a split second which is blank, then disappears, and it tells him there was a problem. This is what we see come up in task manager on the affected computer when it happens:
Has anyone else seen this problem, and if so, what did you do to fix it on the machine?
26 Replies
Did you try the following:
Not sure my reply too late but just found the way.
To push Outlook desktop to prompt for the new password right on modern sign-in
- In Internet Option , Tab Connent , Certificates , please remove the cert issued by “communication Server” that expiration same date as issue date. “communication Server” that expiration same date as issue date.
- In registry editor , go to "HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Common\Identity\Identities" and delete it.
- re-run Outlook again and the modern sign-in will pop up to input user/pass
Too bad.. That didn't work..
Have been running MFA for over year now and have had the same problem twice (two different Windows 10 machines) and have found that disconnecting the Office365 account from Windows fixed the issue.
Click Start -> Manage your account -> Access work or School -> Select the 'Work or school account' (**not the AD domain account**) -> Click Disconnect
Once it's complete then try and open Outlook again and you should now get the authentication window... and it will stay open. Once you've signed in it will ask you if you want to add it to Windows. You can click 'yes' and it will still continue to function.
Don't know what the actual cause is yet, but the above fixes it.
Have you tried to create the account in another profile?
Does it work?
Hi,
We did nuke the profile (and profile folder, even) and recreate it and it didn't solve the issue. The user also tried uninstalling/reinstalling O365 ProPlus.
if SaRA doesn't point you to the problem, and you only uninstalled/reinstalled instead of completely cleaning office from the system - run the clean up tool and reinstall. Option 2 here: https://support.office.com/en-us/article/Uninstall-Office-from-a-PC-9dd49b83-264a-477a-8fcc-2fdf5dbf61d8
This will remove profile, custom templates, customized options etc.
