Problem with autentication mail on outlook desktop

Francesco Russo 170

Good morning,

I have some users who on Outlook Desktop occasionally and randomly get the login screen popping up and it goes into a loop for a few minutes. Has this happened to anyone else? Do you have a fix?

I have already run the troubleshooting tools from the Microsoft website and it seems that the problem is with the client. I tried to follow the advice, but the problem has returned

1 answer

ChristyZhang-MSFT 21,826 Reputation points Microsoft Vendor

2024-06-12T02:29:52.9533333+00:00

Hi @Francesco Russo ,

Welcome to our forum!

I have some users who on Outlook Desktop occasionally and randomly get the login screen popping up and it goes into a loop for a few minutes.

According to your description, i understand that you encounter the issue where passwords keep popping up, right? If so, please first check if the users have updated their passwords recently. If they didn't, please refer to this official article to troubleshooting: Why does Outlook keep prompting for password.

If not, would you please provide a screenshot of it for our better research? (In order to avoid privacy leakage, please remember to hide your personal information.)

I have already run the troubleshooting tools from the Microsoft website and it seems that the problem is with the client.

Which tool did you run? And are there any analysis results that can give you tips on how to troubleshoot?

It's suggested that you could try to use the Microsoft Support and Recovery Assistant, which works by running tests to figure out what's wrong and offers the best solution for the identified problem.

Hope the above help!

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.
Please sign in to rate this answer.
Francesco Russo 170 Reputation points

2024-06-12T14:13:46.5133333+00:00

I went through the verification tool again and it continues to tell me that modern authentication is not active on the Outlook Desktop Client.

How is it possible that modern authentication is not active on the latest version of the Outlook client installed from Office 365?

the tool is this: https://learn.microsoft.com/it-it/outlook/troubleshoot/performance/how-to-scan-outlook-by-using-microsoft-support-and-recovery-assistant

Deleted

This comment has been deleted due to a violation of our Code of Conduct. The comment was manually reported or identified through automated detection before action was taken. Please refer to our Code of Conduct for more information.

Deleted

This comment has been deleted due to a violation of our Code of Conduct. The comment was manually reported or identified through automated detection before action was taken. Please refer to our Code of Conduct for more information.

ChristyZhang-MSFT 21,826 Reputation points Microsoft Vendor

2024-06-14T08:51:52.48+00:00

Hi @Francesco Russo ,

Thanks for your reply!

What's the version of Outlook? (File>Office>About Outlook)

Please check if your Outlook client supports Modern Authentication:

More information: Modern Authentication Methods now needed to continue syncing Outlook Email in non-Microsoft email apps.

ChristyZhang-MSFT 21,826 Reputation points Microsoft Vendor

2024-06-17T05:48:07.01+00:00

Hi @Francesco Russo ,

Just checking in to see if above information was helpful. If it is useful, would you mind marking the helpful post as an answer? Which would benefit others who also has similar issues in forum.

Francesco Russo 170 Reputation points

2024-06-17T13:44:41.7833333+00:00

the version installed on the PC is the latest one installed by 365 (I don't know exactly), but the diagnostic tool says that modern authentication is not active, I tried to force it from regedit, I'm waiting for feedback from the user.

Francesco Russo 170 Reputation points

2024-06-18T13:07:13.7066667+00:00

today a new event was collected from the logs and it is this:

Nome registro: Application

Origine: Microsoft-Windows-AppModel-State

Data: 18/06/2024 12:45:18

ID evento: 10

Categoria attività:Nessuna

Livello: Errore

Parole chiave:

Utente: DOMAIN\user.user

Computer: CAPO-RDM-PC.USER.local

Descrizione:

Impossibile caricare le impostazioni dell'applicazione per il pacchetto Microsoft.AAD.BrokerPlugin_cw5n1h2txyewy. Codice di errore: -2147024864

XML evento:

<Event xmlns="

http://schemas.microsoft.com/win/2004/08/events/event">

<System>

<Provider Name="Microsoft-Windows-AppModel-State" Guid="{bff15e13-81bf-45ee-8b16-7cfead00da86}" />

<EventID>10</EventID>

<Version>0</Version>

<Level>2</Level>

<Task>0</Task>

<Opcode>0</Opcode>

<Keywords>0x8000000000000000</Keywords>

<TimeCreated SystemTime="2024-06-18T10:45:18.0336900Z" />

<EventRecordID>31724</EventRecordID>

<Correlation ActivityID="{d94dead8-c147-0001-cf3b-4fd947c1da01}" />

<Execution ProcessID="9692" ThreadID="6740" />

<Channel>Application</Channel>

<Computer>CAPO-RDM-PC.USER.local</Computer>

<Security UserID="S-1-5-21-2298894963-1370255437-3019372095-1182" />

</System>

<EventData>

<Data Name="ErrorString">Microsoft.AAD.BrokerPlugin_cw5n1h2txyewy</Data>

<Data Name="Error">-2147024864</Data>

</EventData>

</Event>

ChristyZhang-MSFT 21,826 Reputation points Microsoft Vendor

2024-06-21T09:17:33.2733333+00:00

Hi @Francesco Russo ,

Thanks for your reply!

Considering that several users encounter the same issue, please check if there're any same programs installed in their computer which may impact the issue. Considering the impact of some third-party programs on your computer, please try to perform a clean boot for windows and check if the issue still occurs.

On the other hand, i found a similar thread which mentioned that it may be related to Anti-virus. Please check if you are running some Anti-virus.

ChristyZhang-MSFT 21,826 Reputation points Microsoft Vendor

2024-06-26T05:15:03.55+00:00

Hi @Francesco Russo ,

Just checking in to see if above information was helpful. If you have any further updates on this issue, please feel free to post back. If you think my reply is helpful to you, please remember to mark it as an answer. Warm thanks.
Sign in to comment

Share via

Problem with autentication mail on outlook desktop

1 answer