authentication error on Outlook Android app

Question

Hey there.

I'm trying to add my personal e-mail account (@hotmail.com) one Outlook app (version 4.2231.1, downloaded from Google Play Store) on Android 9, but I get the error "An error occourred during authentication. Please try again later"

In phone settings for Outlook app I have set Battery = Don't Optimize, Data usage: Wifi data = On, Cellular data = On, Background data = On, VPN data = On, Unrestricted data usage = On.

I've tried using a different wi-fi network and also mobile data, but nothing changes.

I've tried clearing cache and data of the app and also re-installing it, but nothing changes.

I'm not having any issue with all other apps and that e-mail account is working fine on my computer

What can I do?

Thanks.
Luigi.

Answer 1

It is your VPN being enabled. Outlook and other email providers want to ensure that you are the one using the app. This is a security feature. So, if they see that you are accessing your account from a different country, they believe that someone else has hacked your account. I have had this happen several times. I no longer use a VPN for this reason.

Oh this is interesting.

I do use a VPN (TorGuard) on my pc and I have no issue using Outlook web on it.

While I don't have VPN on my phone, so it surely looks like I'm accessing my Outlook account from different countries.

I've just tried turning VPN off, logging out Outlook web on pc, logging on again, add that account on Outlook android app but I still get the same error.

How I should make it work?

Thanks.
Luigi.

Answer 2

You wrote "On, VPN data = On". That's why I believed it was your VPN on.

Answer 3

You wrote "On, VPN data = On". That's why I believed it was your VPN on.

This is what I meant:

I only have this option set to on in phone settings, but I don't use VPN on phone (while I use it on pc, so for accessing to Outlook web).

Thanks.
Luigi.

Answer 4

Well, then, sorry. I will keep thinking about what this could be.

Answer 5

Hey again.

I've updated Outlook app, but I keep facing this issue.

Here's what I see in android logcat (I wanted to attach it but it seems I can add images only):

10-15 23:02:53.650 21856 21989 I OneAuthLog: [MSAL:0004] INFO SendHttpRequest:64 Completed HTTP request to '(pii)' with status code 200, downloaded 3327 characters and 19 headers.

10-15 23:02:53.650 21856 21989 I outlook.oneauth: [OneAuth] [MSAL:0004] INFO SendHttpRequest:64 Completed HTTP request to '(pii)' with status code 200, downloaded 3327 characters and 19 headers.

10-15 23:02:53.652 21856 21989 I OneAuthLog: [MSAL:0004] INFO AADTokenResponse:342 Successfully parsed AAD response and got a token!

10-15 23:02:53.653 21856 21989 I outlook.oneauth: [OneAuth] [MSAL:0004] INFO AADTokenResponse:342 Successfully parsed AAD response and got a token!

10-15 23:02:53.680 21856 21916 I outlook.oneauth: [OneAuth] [Common:Info] [2022-10-15 21:02:53 - thread_name: Thread-11, correlation_id: UNSET - Android 28] Found [0] Accounts...

10-15 23:02:53.681 21856 21916 I outlook.oneauth: [OneAuth] [Common:Info] [2022-10-15 21:02:53 - thread_name: Thread-11, correlation_id: UNSET - Android 28] No account found for the passing in homeAccountId: 00000000-0000-0000-c0e6-15185d4473f2.9188040d-6c67-4c5b-b112-36a304b66dad environment: login.windows.net realm:

10-15 23:02:53.693 21856 21916 W outlook.oneauth: [OneAuth] [Common:Warning] [2022-10-15 21:02:53 - thread_name: Thread-11, correlation_id: UNSET - Android 28] Failed to decrypt with key:KEYSTORE_KEY thumbprint : awaO-bhBv1wX7FmA_uGSrPJTb9zLTcDvP7xRR6Hx6Qo

10-15 23:02:53.694 21856 21916 W outlook.oneauth: [OneAuth] [Common:Warning] [2022-10-15 21:02:53 - thread_name: Thread-11, correlation_id: UNSET - Android 28] Tried all decryption keys and decryption still fails.

10-15 23:02:53.695 21856 21916 E outlook.oneauth: [OneAuth] [Common:Error] [2022-10-15 21:02:53 - thread_name: Thread-11, correlation_id: UNSET - Android 28] Failed to decrypt value

10-15 23:02:53.695 21856 21916 E outlook.oneauth: com.microsoft.identity.common.java.exception.ClientException: Tried all decryption keys and decryption still fails.

...

10-15 23:02:53.695 21856 21916 W outlook.oneauth: [OneAuth] [Common:Warning] [2022-10-15 21:02:53 - thread_name: Thread-11, correlation_id: UNSET - Android 28] Failed to decrypt value! This usually signals an issue with KeyStore or the provided SecretKeys.

10-15 23:02:53.696 21856 21916 I outlook.oneauth: [OneAuth] [Common:Info] [2022-10-15 21:02:53 - thread_name: Thread-11, correlation_id: UNSET - Android 28] Removing cache key

10-15 23:02:53.696 21856 21916 W outlook.oneauth: [OneAuth] [Common:Warning] [2022-10-15 21:02:53 - thread_name: Thread-11, correlation_id: UNSET - Android 28] Deserialization failed. Skipping Credential

10-15 23:02:53.710 21856 21916 W outlook.oneauth: [OneAuth] [Common:Warning] [2022-10-15 21:02:53 - thread_name: Thread-11, correlation_id: UNSET - Android 28] Failed to decrypt with key:KEYSTORE_KEY thumbprint : awaO-bhBv1wX7FmA_uGSrPJTb9zLTcDvP7xRR6Hx6Qo

10-15 23:02:53.710 21856 21916 W outlook.oneauth: [OneAuth] [Common:Warning] [2022-10-15 21:02:53 - thread_name: Thread-11, correlation_id: UNSET - Android 28] Tried all decryption keys and decryption still fails.

10-15 23:02:53.711 21856 21916 E outlook.oneauth: [OneAuth] [Common:Error] [2022-10-15 21:02:53 - thread_name: Thread-11, correlation_id: UNSET - Android 28] Failed to decrypt value

10-15 23:02:53.711 21856 21916 E outlook.oneauth: com.microsoft.identity.common.java.exception.ClientException: Tried all decryption keys and decryption still fails.

...

10-15 23:02:54.996 21856 22849 E ExceptionStackTrace: The exception is Keystore operation failed

...

10-15 23:02:55.745 21856 22849 E ExceptionStackTrace: com.microsof

10-15 23:02:56.119 1515 1515 W WindowManager: removeWindowToken: Attempted to remove non-existing token: android.os.Binder@f4cd03d

10-15 23:02:56.352 21856 22822 W System : A resource failed to call response.body().close().

10-15 23:02:56.353 21856 22822 I chatty : uid=10201(com.microsoft.office.outlook) OkHttp Connecti identical 1 line

10-15 23:02:56.353 21856 22822 W System : A resource failed to call response.body().close().

10-15 23:02:56.367 21856 22833 E HxAuthDelegate: GetAccessToken for 73 00000000-0000-0000-fe0f-000000000000 that no longer exists

10-15 23:02:56.439 21856 21925 E HxCreateAccountActorDelegate: Authentication failed for the createAccount actor for OutlookMSA with the error type: INVALID_TOKEN

Is there anything useful?

Thanks.
Luigi.