Outlook keep asking for authentication - Password is required

Question

Hello Team,

I hope you're doing fine,

I have an issue on our outlook (Full Azure - M365), some users are experiencing an issue when opening outlook, it prompt them for authentication (Password or fingerprint), when they entrer password, it's working, but right after that it prompt them with another popup to authenticate.

Here is the actions done :

-Reset user password => not Working

-Clear windows stored credentials => No Working

-Verify if always prompt for logon credentials is not checked => it's not checked, but still doesn't work

-Outlook web access is working fine, the issue is only seen on outlook client

From my understanding, it's something related to SSO, it's seems like the credentials that outlook is getting from Windows to authentication to exchange online become invalid at a point of time, or the token expires or something like that.

In our tenant Modern authentication is configured, which mean that normally outlook connect to exchange online using secure web protocols such as Oauth, and that the credentials aren't stored locally on the outlook client.

Not that basic auth is not disabled in our tenant, but i'am assuming that all our users are connecting to exchange online using modern authent because when i check the account configuration on outlook, there is no trace of user/password, only email.

If please someone can help with that

Thanks

Answer 1

Hello Everyone,

Thank you for your help,

The issue was resolved, the root cause was a shared mailbox that had the feature outlook client MAPI disabled, issue was solved after enabling the feature

Thank you for your help

Answer 2

Same thing in my organization the last past few days... 1 to 3 users/day encounter that problem. Outlook, Word, OneDrive, Even Teams...
Did a sign out of all Office apps, restarted and continually trying to log on finally did work

But today one user didn't even get the "Password" window, she could only enter her email address.
Reported it to Microsoft, they found "no issue".

Another user just reported a sign-in problem with "AADSTS 140000 : request nonce is expired" error...
Can't find anything about that error...

Answer 3

Hi @Mohamed jihad bayali ,

The issue was resolved, the root cause was a shared mailbox that had the feature outlook client MAPI disabled, issue was solved after enabling the feature

Great to know that the issue has already been resolved and thanks for sharing the solution so that others experiencing the same thing can easily reference this! Since the Microsoft Q&A community has a policy that "The question author cannot accept their own answer. They can only accept answers by others", I'll repost your solution in case you'd like to "Accept" the answer : )

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[Outlook keep asking for authentication - Password is required]

Issue Symptom:

Outlook (Full Azure - M365), some users are experiencing an issue when opening outlook, it prompt them for authentication (Password or fingerprint), when they entrer password, it's working, but right after that it prompt them with another popup to authenticate.

Resolution:

The root cause was a shared mailbox that had the feature outlook client MAPI disabled, issue was solved after enabling the feature.

Answer 4

Hi @Mohamed jihad bayali ,

i think it can solve our issue, the fix accoring to the video is to switch the client from basic to modern authentication.

Agreed that in some cases the Outlook password prompt issues could be resolved by enabling modern authentication for Outlook clients using registry keys.

Just wondering which version of Outlook your users are using? If they are using Outlook 2013, aside from the "EnableADAL" registry key as mentioned in the video, you may also need to configure the other two registry keys listed in the table below:
(Important: Follow the steps in this section carefully. Serious problems might occur if you modify the registry incorrectly. Before you modify it, back up the registry for restoration in case problems occur.)

Reference: Enable Modern authentication for Office 2013 on Windows devices.

If you are using Outlook 2016 or later, Modern authentication is usually already enabled by default. You can follow the recommended way to force Outlook to use Modern Authentication by setting the DWORD value of the following registry key to 1 and see if it can help:

HKEY_CURRENT_USER\Software\Microsoft\Exchange\AlwaysUseMSOAuthForAutoDiscover

More details about the Modern Authentication configuration requirements on different versions of Outlook, see Modern Authentication configuration requirements for transition from Office 365 dedicated/ITAR to vNext.

In case the issue persists, could you collect the information below so that we can try assist further?

• How does the credential prompt look like? Is it a basic auth prompt or it's a modern auth prompt which looks more like the image below?
  
• Kindly check the “Authn” column of Outlook Connection Status (Hold down CTRL and right-click the Outlook icon in your system tray, choose "Outlook Connection Status"）. If Outlook is using Modern Auth, “Authn” column shows “Bearer*”:
  
• Does the issue affect other Office applications like Excel or Word?
• What's the detailed version of Outlook? To view the build number, you can go to File > Office Account > About Outlook.

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