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Outlook 2010 and Lync Online 2010 keep prompting for credentials

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i'm the IT de facto of a small organization - we have around 10 mailboxes at Office365 (P1 Plan).

we're using office 2010 Standard SP1 with latest updates, on a Win 7 Pro SP1 + latest updates.


i have a couple of office branches on different locations. at one of them from yesterday, my user can't sign in - we keep getting a credentials prompt.


i review extensivley a lot of related threads but no one has the problem that i have.

it is a specific Machine and a specific account that have this problem.


all other accounts in other brnaches works perfectly.


i tried a lot of solution (including changing the internet to cellular based in order to rule out Firewall/hardware rules that might block it)


i erase the OL profile, readded it, created a new Windows Profile to no avail.


testing autodoscovery with the tool at got Failed result.


i have no idea which of the settings or what to change in the machine in order to get it to work.







All Replies
  • Hello Jesse,

    Thank you for your post.

    As I understand, the autodiscover test is failed and user keeps getting credentials prompt in one location.

    Based on my experience, the problem the user keep geting credential prompt can occur when the autodiscover service does not work well.

    To troubleshoot the problem, please try the steps below and check if the issue can be fixed.

    1. Please make sure you have added all the required dns records (MX, CNAME, etc) for your domain on dns server first. You will be able to get the DNS information for your domain when you click DNS settings in MOP.

    2. And then, configure an exception for Microsoft Online Services URLs and applications from your firewall referring to article below.

    Office 365 URLs and IP Address Ranges

    3. Re-run the "Set up and configure your Office desktop apps" on client computer by clicking Download in MOP at

    4. Create a new outlook profile by clicking Control Panel -> Mail -> Show Profiles -> "Add" and add your Office 365 account.

    If the issue persists, please post back a screenshot of error when test your environment settings with Microsoft Exchange Remote Connectivity Analyzer to allow us to understand the problem in more details.

    How to troubleshoot computer issues that limit Office 365 rich client authentication

    Thank you.
    Jack Sun


    0 out of 1 people found this post helpful.

  • ok. so now the problem extended to another branch on another account.

    this is a SOHO case.

    have no idea what's a federated bla bla or all that stuff.

    all my infrastracture is clod based and i have P1 Plan.

    the only thing i can think of is that the mailboxed were converted lately to shared mailboxes. but the problems started only a couple of days later.

  • Hello Jesse,

    Thank you for your update. To help to further troubleshoot this problem, would you please post back the of error when testing your environment settings with Microsoft Exchange Remote Connectivity Analyzer tool?

    Thank you.
    Jack Sun

  • Hello Jesse,

    Just checking if things are going well now. If you need additional information on this problem, feel free to let us know.

    Thank you.
    Jack Sun