Authentication Failed.Check your account information and try again

Question

Hi Guys

I just linked my domain to office 365. Everything went well but now I'm trying to configure an outlook 2016 client for mac and I'm getting Authentication Failed.Check your account information and try again"

Regards

Answer 1

Hi Richard,

Based on your description, the issue seems caused by the Mac OS update and the update made some config files relate to Outlook client corrupted. Please try the steps below and see if there is any improvement:

1. Go to KeyChain Access.
2. Search "Exchange" under Login --> All Items and delete everything.
3. Search "Office" and delete everything.
4. Search "ADAL" and delete everything.
5. Launch Outlook.
6. You will get the activation prompt and then If account is already added you will see the password prompt for app and ADAL again. Please do 2-Factor Authentication if asked to.

If this doesn’t help, we need to collect some information below for troubleshooting:

1. Can you add your Office 365 account on other Office suites such as Word on your Mac?
2. Can you configure other types of email accounts such as outlook.com email accounts on your Outlook for Mac client?
3. Your detailed Outlook for Mac version.

@Craig, please try the steps as well to check if there is any improvement. In addition, I noticed you’re using Outlook for Mac 15.31 (161220) which is our Office Inside program. Actually, we have a dedicated support channel (Help menu > Contact support) to copying with Office Inside program related issues. If the issue persists after performing the steps above, please seek professional assistance there.

@Morgan, have you updated your Mac OS as well? You can also try the steps I mentioned above. Let us know the followings if it doesn’t work:

1. Can you add your Office 365 account on other Office suites such as Word on your Mac?
2. Can you configure other types of email accounts such as outlook.com email accounts on your Outlook for Mac client?
3. Try to create a new Mac OS user profile to check the result.

Regards,

Larry

Answer 2

I solved it by downgrading to November update (15.28.0) 

https://support.office.com/en-us/article/Release-notes-for-Office-2016-for-Mac-ed2da564-6d53-4542-9954-7e3209681a41?ui=en-US&rs=en-US&ad=US

I had to delete Outlook, reinstall it and then patch it with 15.28.0

Thank for the tips. Unfortunately none of those worked for me.

Answer 3

I have the following set up in my "Internet Accounts":

• 2 Exchange accounts
• 2 iCloud Accounts
• 1 Google account

Answer 4

hi denzel,

please provide us with the following information to better understand the problem.

• which outlook 2016 for mac version are you using? please provide us with the detailed information about this.

• can you login to owa (outlook web app) using the same credentials?  

• have you tried to troubleshoot this issue via using the default "onmicrosoft.com"-based email address to see whether the problem still occurs? (for example: specify your default office 365 email address in the form of <user>@<domain>.onmicrosoft.com)

• could you please provide us with the email domain (e.g. @contoso.com) via the private message?

• regarding “authentication failed.check your account information and try again", could you please provide us with a screenshots about the detailed error message for further analysis?

to post the screenshots, please refer to the following steps:

1. click use rich formatting to post your reply.

2. on the top ribbon, click on insert /edit media button, and then browse the picture to upload.

3. click insert.

 

i have sent you private message and here is the link to access it: https://community.office365.com/user/conversations

best regards,

shyamal

Answer 5

Hi Denzel,

Could you please provide the information at your convenience?

Regards,

Larry