"Something went wrong, and Outlook couldn't set up your account" , but the problem persists

Dear TomMoser1,

Thanks for choosing Microsoft community!

According to my research, every time Outlook tries to perform the Autodiscover process, it keeps suggesting the old account, which turns out to be in "Set up > account> access work or school", you need to remove this account and re-add the new account. This is seemly a known issue, so please kindly refer to this article: Something went wrong and Outlook couldn't set up your account

In addition, if you are using outlook desktop client, please try to login OWA(outlook web app) to check whether there is anything different. OWA(outlook web app)

Please also try to clear the local cache and try again.
Clear credentials.

1. File>Account>under User Information, sign out all the existing account and exit all Office apps.
2. Control Panel>User Accounts>credential manager>Windows Credentials, remove all Office 365 credentials that look like: MicrosoftOfficeXXData:XXXXXXXXX
3. Right click windows icon>Run>type "regedit" then press ENTER to open the redistry editor. Go to HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Common\Identity, delete the whole Identity folder
4. Restart computer.

Moreover, please use the Office 365 Support and Recovery Assistant (SaRA) tool that can diagnose the Outlook problems. For your reference: About the Microsoft Support and Recovery Assistant

Thanks for your previous time and hope you all the best!

Best regards,

Kerry

I had tried similar things such as deleting the stored accounts in the cred manager; Moving any pst or ost out of the Outlook folder; making recommended Registry changes to no avail. I still had the same issue.

Out of frustration, I reset the Windows 10 OS while keeping the data and software the originally came with the PC. Once reset and MS updates installed, I tried again to add the email account. This time it worked… yea!

Now I must reinstall all the other applications that I need. The pc is slowly getting restored, but this is do able.

Hi Kerry,

I followed the instructions changing the registries, but the issue persists.

Outlook client gives and error when I try to add the email address.

 Title:  "Something went Wrong"

  Description: Something went wrong and Outlook couldn't set up your account. .....

This account is being used on two other Outlook instances on other computers as well as my cell phone. There is an MFA log-in requirement (Microsoft Authenticator) but the MFA works on the other PCs.

I used the Office 365 Support and Recovery Assistant (SaRA) tool that you referenced and sent the log files in.

Thanks for your help.

We will see.

Tom

I got the same error and I noticed an account was created. Then I went to properties from that account and looked where it was located. Then I deleted the account inside Outlook and I went and deleted the PST file created. Then I closed and reopened Outlook and tried to add the new account and this time it was successfully created.

Another step I did in between but maybe was not needed was, I opened that email from a web email manager, then I saw the test email from Outlook was received. From there I sent an email to any email account inside my Outlook. I did it, trying to create a connection between an account inside Outlook.

Maybe this can help someone.

I will see what I can do and let you know.

Thanks for the response.