Authentication failed error on Outlook application on Android device

Question

I am experiencing this same issue of the Outlook application on my Samsung Galaxy (Model SGH-T959V, Firmware Version 2.2.1).  I first encountered the issue when I updated my Hotmail application a couple of weeks ago.  That Hotmail update then provides no other option than to Upgrade to Outlook.  After installing the Outlook application, I sign in using my hotmail email and password.  The next step asks if I will "let this app access your info" at which point I press the Yes button.  Soon after that, I receive a message that "Authentification failed; Authentication was not successful" with a button to "Try Again."  I have tried again multiple times.  I have also tried uninstalling and reinstalling the Outlook application numerous times for the past two weeks and I run into the same result.

Please fix this issue soon or reinstate the previous version of Hotmail in the Play Store since the Hotmail application was working just fine.

I appreciate your time.

Peace be with you.

Original title: Authentication failed; Authentication was not successful

Sincerely,

Joseph Houser 

***Post moved by moderator to appropriate forum category***

Answer 1

Hi Joseph,

Thank you for informing us that you're encountering the authentication error when using the Outlook.com app. We are already aware of this issue and our Product Group is working on a fix. We don't have a timeframe when this will be resolved but we'll inform you as soon as we get an update. I'm sorry for the inconvenience that this problem has brought you.

The temporary workaround we can suggest is to access mail via phone browser at http://m.mail.live.com or to use a native Exchange ActiveSync client (default email app) on your phones to set up a Outlook.com account. It can be either “Hotmail” or “Exchange”.

Regands and peace be with you too,

Raymond

Answer 2

Hi There - any news on the fix for this?  It's causing me significant issues - if you can't fix it, then can you make the old Hotmail App available again?

Many thanks,

Mike.

Answer 3

Hi Mike,

Welcome to Microsoft Community and we are happy to assist you with this. Currently, we still have not received an update from our product specialists as to when this issue will be fixed. Since they are still working on a resolution, we advise that you temporarily log in your accounts through any of these options:

• Using your phone's default mail app (EAS)
• Your phone's web browser (m.outlook.com)

In order to hasten and add information to their investigation, we need you to follow these steps:

1. Start Outlook.com app.
2. In the message list view, click the ... at the bottom-right of the screen.
3. Tap the settings option.
4. Tap the general option at the top.
5. Scroll down and tap the support tools option.
6. Tap log level and choose fine trace.
7. Delete/Remove the account and sign back in.
8. Go back to support tools.
9. Tap the send logs option.
10. Email the logs to your email address.
11. Log in to that email address and download the attachment.

Please click on You have a private reply to this message link just above your post wherein you can provide the logs for privacy. Note that you need to be signed in to the Microsoft Community forum to view the link.

Thank you.

Answer 4

Hi Michelle,

I am unable to progress past step 1 of your 11 steps. Since I am not sure how to send you screenshots of the following 5 steps I am experiencing, please read the descriptions of those 5 steps below:

1. Start Outlook App (for me this means clicking on the Outlook.com icon from my smartphone)
2. Type in my e-mail address, my password, and tap on the "Sign In" button
3. Arrive at a screen asking if it is ok to "Let this app access your info?" (a screenshot would be helpful for you I am sure of it) and I tap on the "Yes" button...there is much more text on this screen than just the "Let this app access your info?" question listed above
4. A "Validating Account..." screen appears
5. A screen with the following three items on it appears

   5a) "Authentication failed"

   5b) "Authentication was not successful."

   5c) A "Try again" button that I tap on to bring me back to my step 2 listed above

I appreciate your time.

Peace be with you.

Sincerely,

Joseph Houser

Answer 5

Hi Joseph,

I’m sorry that you were not able to follow the steps provided on the previous post. I will forward this again to our Support Specialist for further investigation. Please wait for an update.

We appreciate your cooperation on this.

Thank you.