Outlook won't start and cannot log on

Question

Hi,

i'm having some issues with mi Outlook for Windows app... In fact.. i tried to change the "long" and "ugly" email adress like for example: "outlook_22FJSBNN*********@outlook.com", but it's actually linked to my Microsoft account as an other alias. No idea?

After started the Outlook for Windows app, i added my account and after googling some issues, i made some changes in the account settings, because my outlook address has this ugly name, but i wanted to connect it also with my gmail account. I clicked on some buttons related to some Microsoft Exchange services, no idea about that at all... :/

NOTE: My Microsoft account has the same name as my Gmail account, with the same extension (@gmail.com)

Then the app restarted, and won't log on.. showing me these few windows... (BUT, when i'm logging through the Chrome browses, i have access to the Microsoft Outlook Account)

![](https://learn-attachment.microsoft.com/api/attachments/feb8db91-807c-452b-90c0-95d705707cd9?platform=QnA"https://learn-attachment.microsoft.com/api/attachments/e21986cb-7e4e-46ef-a719-d8b1a27b1408?platform=QnA" rel="ugc nofollow">![](https://learn-attachment.microsoft.com/api/attachments/e21986cb-7e4e-46ef-a719-d8b1a27b1408?platform=QnA"https://learn-attachment.microsoft.com/api/attachments/503bb31a-047d-44e7-a098-a24eaa42dfb6?platform=QnA" rel="ugc nofollow">

I thought about to reinstall my Office 365, and then start Outlook again?! What do you think?

Thanks in advance.

Answer 1

Hi MBARTWORKS.

>> outlook_22FJSBNN*@

This "outlook_ugly@" address indicates the primary address on the account is an address hosted on another mail server.

If you want to add the account to Outlook app, you need to add an outlook.com alias to the account. (You do not need to delete the gmail address from the Microsoft account.)

Add the alias at https://account.live.com/names/Manage

If you send mail through the account, you need to select the outlook.com alias or set it as the primary address.

Answer 2

Hi, thanks for your feedback..

According to your reply, i know this now.. but the main problem is, now i don't have access to the Outlook app, and can't log on at all, and changing the primary address didn't helped either, in addition to that, i can't change my primary alias until a week!

In the end, this is totally confusing...

Answer 3

It sounds like you changed the primary address twice - they do limit the # of times you can change it. You can still log in with either address on the account - but as long as the outlook.com alias is set as default, you won't have the outlook_ugly address. You will need to remove the account from Outlook.

For the 3 dialogs, according to Microsoft, you need to set excludelastknowngood reg key and then create new profile. Eliminating the outlook_ugly and removing that account from the profile, then setting up the account with the alias should fix it without setting the key.

One user who had a lot of accounts avoided creating a new profile by repairing the imap and pop accounts (in File > Account Settings, select the account then click Repair) and removing then adding the outlook.com and office 365 accounts back.

HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Outlook\Autodiscover

DWORD: ExcludeLastKnownGoodUrl

Value: 1

If the key does not exist, you need to add it. https://support.microsoft.com/kb/3073002 has info on setting the key.