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Each week several of our users are prompted for a username and password while using Outlook 2007 with Office 365. We enter the username and password in the pop up box, check remember my password, and press OK. Outlook is reconnected for a few weeks, but eventually they will be prompted again.
We have 94 users and a there's usually 2-3 per day that are prompted for their credentials. This cauese a lot of frustration for our users and a lot of work loss each week.
Here are the details:
Does anyone else use Outlook 2007 without single sign on? Are they having the same issues?
The issue usually occurs if the BPOS sign in application wasn’t removed completed or Office 365 Desktop Setup wasn’t run properly.
To troubleshoot the issue, I suggest referring the following information.
In order to fix the random password popups with Outlook where BPOS was previously installed, navigate to this folder in Windows Explorer (the %userprofile% text will be replaced by Windows automatically with the correct path):
Then go into the subfolder that's named after the Outlook email address.
In that folder, rename or delete these two files:
Close (if open still) Outlook and then reopen it, and go to Tools menu (Outlook 2007) and click Account Settings. When viewing the account (should only be one), click the Repair button just above the account list. Click Next to go through the wizard which should be successful all the way through, then close out of the settings, restart Outlook and the password prompts should be gone.
If the issue persists, please run Office 365 Desktop setup again to configure it. To do so, you can refer the following steps:
1. Sign in to the Office 365 portal. In the right pane, under Resources, click Downloads.
2. Under Set up and configure your Office desktop apps, click Set up. The Microsoft Office 365 desktop setup tool starts.
3. Sign in using your user ID.
Office 365 desktop setup will check your system configuration. If the scan completes without detecting any problems, you’ll be presented with options to configure your desktop applications and learn more about the important updates Office 365 desktop setup will install. If a problem is detected, see Troubleshoot update and configuration issues for Office 365 for more information.
4. After you have selected the applications you want to configure, click Continue, review the service agreements, and then click I accept to begin installing updates and configuring desktop applications.
Some of the applications may have shaded checkboxes. This can occur if your account has not been provisioned to use this application with Office 365 or if your computer does not have the required applications already installed.
When the installation and configuration have completed, you may have to restart your computer to finalize the installation and configuration processes.
After running Office 365 desktop setup, a shortcut to the Office 365 portal will be added to the Start menu on your desktop.
If you couldn’t run Office 365 Desktop setup smoothly, you can manually install Office 365 desktop updates to troubleshoot the issue.
In addition, I understand that you have submitted a service request. I would like to get the service request number. To protect your privacy, I have sent you a private message on this. It was responded in a private message with a subject of "Information Request".
Please go to the Your details section on the right side of the community site.
Click Private messages.
Click the subject title of the response to read the message.
You can reply by using the form in that display to provide the information requested.
2 out of 2 people found this post helpful.
Thanks for the suggestions. Since switching from BPOS to Office 365 around a dozen users have gotten brand new computers. These users are also getting the username/password prompt. Is there somethings else that I can try for those users?
Today I noticed that after reentering the username and password a new server address was listed in the Windows Credential Manager. Is there a way to prevent Outlook from prompting for credentials when switching between server addresses?
Would manually configuring Outlook prevent the username/password prompt?
If you connected Office 365 via manually configuration, the Outlook may not connect well with the server name change. Therefore, we recommend adding Office 365 to Outlook via Auto Account Setup. With this configuration, Outlook will connect to Office 365 account automatically instead of typing username and password each time when server name changed.
We are not connected with a manual configuration; I was just asking if that would help. All of our clients were connected using the auto account setup instructions from that site.
I feel your frustration morphew because we did a fresh migration from exchange 2003 to Office365 and I have several users having this issue with XPSP3/WIN7SP1 with Office 2007 SP3. I haven't seen this issue with our Outlook 2010 users, but then we have only been running for a week.
Thanks for Svt’s efforts.
I understand that all of your clients added Office 365 account in Outlook via Auto Account Setup. To narrow down the root cause for your situation, I suggest capturing a screenshot of the message appears for server change and password prompt window.
Monica let me know if I should create a new thread, but I have noticed that when I looked in the credintial manager before these password pop ups started happening that I showed one server listed for office365 and on that pc's that had the password pop up in Outlook and I added the password again there are 2 office 365 servers listed.
I know that mailboxs can be shifted to others servers so are my users going to have to put the password in Outlook everytime their mailbox gets moved to a new server? I don't want this because our users don't have access to the office365 passwords.
Hey svt. Sounds like you have the exact same issue we do. We also get a new server address in the credential manager after entering the password. Our users don't have access to their passwords either.
Here's the most recent suggestion from a MS rep:
"On your portal you need to click on the 'Domain Intent' button and check the Exchange Online box. This will now allow you to see the DNS records needed to be put on your domain provider zone file. The MX and TXT records are necessary for mail flow to work properly. This more than likely is your issue with the prompting and disconnects. Also, they should run the desktop setup again from the portal. Those having the issue will need to add a new profile in order to connect correctly."
Today I updated our DNS records and I'll start recreating Outlook profiles tomorrow. I'm not sure if this will help or not. Here's what we had for our previous DNS records (during the migration we were told not to update the MX or TXT records):
Here are the screen shots:
These examples are on a brand new computer, Windows 7 Pro with Office 2007 SP3. Initial setup 6-13-12.
OWA Address: https://ch1prd0610.outlook.com/owa
Outlook Server Address: ch1prd0610.outlook.com
Prompted for credentials 6-18-12:
So we enter the user's password in the popup and they are reconnected in Outlook for a few weeks. After we've entered the password you can see there's a new entry in Windows Credential Manager:
My organization is having a the same issue. We have 250 seats and each day I get calls from different people getting prompted to login again. I didn't realize that it was due to mailboxes being moved to different servers until reading this thread. A resolution to this is needed badly.
How many times have you run the desktop setup? The Sign In Assistant should be installed from running this and should handle Outlook client re-directs to new servers when that happens. Can you check to make sure that the Sign In Assistant is installed? When running the desktop setup utility please confirm a before and after of the .xml file mentioned previously by Monica. We will start here because it is much easier than modifying registry keys. We must locate the source of the issue in order to find the solution.
Brandon KempmaOffice 365 Technical Support.
Office 365 Technical Support.
We ran the desktop setup a single time for each user. Microsoft Online Services sign-in Assistant is installed on each computer.
We also get this issue on brand new computers that never had BPOS installed and do not have an XML file to delete.
Are you referring to the registry settings at: HKEY_CURRENT_USER\Software\Microsoft\Office\12.0\Outlook\AutoDiscover If so, we have already deleted the old registry entries on stations that had them.
We have this issue on computers pucahsed after the migration so I do not think it is realted to any old BPOS settings.
Okay i have been keeping a log of all the computers that have had a password issue this week and everyone of those computers that has had this problem is due to the mailbox being moved to a different server. I have a feeling that until a users mailbox get's moved again the client will be fine, but this doesn't sit well with me because I don't need 300 people calling me one day saying they can't access their email because of these password prompts.
So the question here is why is it that Outlook works just fine until you move the mailbox? This sounds more like a MS issue than us not installing or setting up the clients correctly.