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fixing the ADDriver error in Outlook

Jo West 0 Reputation points
2025-10-05T09:44:05.4433333+00:00

I have Outlook in 365/Copilot and Outlook license outside of Copilot. Trying to fix AD error by removing an offending credential. I see four credentials for Microsoft Account three of which are my email address - one with the imap extension, one with smtp extension and one without an extension. Then there is one without my email address and with just numbers for Personal Vault Vid. Not sure which one would be the offending credential - I assume it is either the one for Personal Vault or the one without an extension? I need to know which one I need to delete from Credential Manager - please help!This started I think because I have licensed Outlook outside of Copilot and I decided to open the Outlook from Copilot the other day. Can't run New Outlook - it won't open at all and errors. I can run Old Outlook outside of Copilot as Administrator, but slow to receive emails unless I switch folder and back to Inbox. Thanks.

Outlook | Windows | Classic Outlook for Windows | For home
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Jo West 0 Reputation points
2025-10-11T11:07:15.2133333+00:00

Thanks for the follow up Sin-D. Microsoft Outllook Support notified me that my problem is an issue with Outlook that Microsoft is currently working on. No eta as far as I've seen. I am waiting (impatiently) for the update to come. I am a little surprised that the External Staff hasn't been notified of this so that you and the users don't waste valuable time working on the problem from the user end. Here is what I received from Outlook Support :

Hello,

Thank you for the confirmation. As we got an update from our higher team, I would like to inform you that the issue is found as known issue in the product.

⮞ Our engineer team is actively working on it to get the issue resolved as there is no final ETA. Hence, I recommend you keep the outlook in update version.

⮞ The product team has been made aware, and they are actively working on it. We do not want none of our customer to face this kind of issue our sincere apologize. Hence, we only request your co-operation and bit of time from you so everything will sort out.

Since there are no further troubleshooting steps that can be offered, I will go ahead and archive this ticket.

We hope you continue to have a great experience with Microsoft, and if you have any Outlook related issues in the future, please do not hesitate to reach out to us again.

We value your support and appreciate you being a part of the Microsoft community.

Have a wonderful day and stay safe!

Regards,

Kiran

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  1. Jo West 0 Reputation points
    2025-10-14T12:28:19.0466667+00:00

    Please read my comment above. Microsoft notified me that the problem is a Microsoft problem and I am awaiting an update to fix it.

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  2. Sin-D 10,490 Reputation points Microsoft External Staff Moderator
    2025-10-07T01:43:01.56+00:00

    Hi Jo West,

    So, you tried my steps but they still didn’t work. You can try clearing it manually by pressing Win + R, typing %localappdata%\Microsoft, deleting all subfolders with Olk and OneAuth, then restarting Windows and trying to open the new Outlook.

    I’m really sorry for the inconvenience. If the issue persists, please provide me with some additional information so I can help you resolve it or find a workaround:

    Does this only happen when you open Outlook in Copilot? Do any other apps from O365 show similar issues?

    • For your Classic Outlook version that doesn’t open in Copilot, does it have a toggle to switch between the new and old Outlook versions?
    • You mentioned it ran into a problem, can you share more details about that? Or does it just shut down without showing anything?

    I truly apologize again. If I receive any official confirmation or updates about this, I’ll let you know and inform others with similar cases.

    Best regards.

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  3. Sin-D 10,490 Reputation points Microsoft External Staff Moderator
    2025-10-06T00:45:38.3666667+00:00

    Hi Jo West,

    Thank you for posting your question in the Microsoft Q&A Forum. I understand that your New Outlook cannot open, and your Classic Outlook can only be opened outside of Copilot as an Administrator. Based on your description, it seems you are using a shared mailbox, and I really appreciate your efforts to resolve this issue.

    Please try these steps:

    1, Press Window + R

    2, Type olk.exe --clearLocalState

    Note: Usually, the data is synced to the cloud, so it was safe to clear out the local state. But to make sure, you can go to C:\Users\[Depend on your device]\AppData\Local\Microsoft\Olk, find UserSettings.json and made a backup of that file.

    I hope you can try my steps. The initial response might not address the problem. So, if your problem persists or you need any assistance, feel free to ask me by clicking "Add Comment". Thanks for your effort.

    If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment". 

    Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread. 

    Best regards.

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