Constant Microsoft "Add a Service" account pop-up that will not stop

Question

Having an issue with 1 user where they are constantly getting a "Add a Service" O365 pop-up box.

The account that comes up here is not the user's O365 account info but their domain account. They close this box and Outlook flashes the pink circle with the exclamation mark and they have to click on Need Password at the bottom of Outlook to sync their mail. Once they do this everything works for about 10 mins or so until the pop-up comes up again.

Signed out of O365 from within Outlook and then signed back in and the issue is still occurring.

Removed the machine from their O365 account completely and then we re-added it back and the issue is still occurring.

Even went as far as uninstalling removing all of the user's credentials from Windows Credential Manager and reinstalling O365 and signing back into everything and the issue is still occurring.

Checked the file location of the pop-up from task manager and it is showing the following files as the culprit. Not really sure what these files are though.

Last update from the user was the pop-up kept coming up and actually locked out their network account.

Network account is only used to authenticate with the exchange server for email and is separate from their O365 account due to our environment.

Any help to get this pop-up to stop would be greatly appreciated.

Answer 1

Dear CMD_5,

Thank you for posting to Microsoft Community. We are happy to assist you.

ased on the description you have shared; we understand that   It's important to know the type of account you're using, because each account has a different process and a different support category. However, to better understand the problem and provide a solution, we need more details from you, please provide us with the following information. Thank you.

1-Please, can I know the type of the affected account? Is it IMAP, POP or exchange account? 

 Sometime you can have some issue like  External email accounts cannot communicate with the IMAP server, plus an off-the-wall pop-up appears quite often:  Microsoft "Add a Service".  An error message within that pop-up says my email account can't be found. So let me know if it is the issue.

2-Please may i know the domain provider? 3- Is it happen for all user or one user? it can be also temporally issue

4-Please let me know if you are in hybrid environment?

5-Check if the user's domain account is locked out or has any issues with authentication. You can do this by logging into the domain controller and checking the event logs.

6. Try resetting the user's domain account password and see check the issue.
7. Check if there are any group policies or security settings that could be causing the pop-up to appear. You can do this by running the Group Policy Results wizard on the user's computer.

We look forward to your reply. This requested information will help us narrow down the scenario and find the right troubleshooting. We will continue to assist you based on the information you provide. I sincerely appreciate your patience and cooperation.

Sincerely,

Libeamlak | Microsoft Community Moderator

Answer 2

Hi Libeamlak,

1- This is an exchange email account.

2- Domain Controller - Active Directory

3- This is only happening for 1 user

4- The environment is not a hybrid environment. We have 2 domains. Exchange is on prem which is on 1 domain and then our O365 accounts are on a different domain.

5- User's account is not locked out and there are no issues with authenitcation.

6- We reset the password when the user first had the issue.

7- No group policies or security settings causing any issues.

Thanks,

Answer 3

Hello CMD_5,

Thank you for your helps,

Hybrid environment refers to a setup where an organization integrates both on-premises Microsoft Exchange Server and cloud-based Exchange Online (part of Office 365). In a hybrid environment, some mailboxes are hosted on the on-premises Exchange servers, while others are in Exchange Online. Since you have both it is hybrid environment. (2- Domain Controller - Active Directory, we have 2 domains. Exchange is on prem which is on 1 domain and then our O365 accounts are on a different domain.)

Per the information you have shared; your query is related to our hybrid Team. It will be best if you reach out to them so you can be assisted accurately. Please contact them via Microsoft Exchange Hybrid Management - Microsoft Q&A

We don't have hybrid environment to make a test from our end and more we have our expert for any issue in hybrid environment. It will be the best if you contact them.

Please feel free to let us know if there are any questions or if we got you wrong. We will continue to assist you based on the information you provide. We sincerely appreciate your patience and cooperation. 

Sincerely  

Eben Ezer Tres | Microsoft Community Moderator

Answer 4

Hi,

I had exact same issue.

Fixed by removing useless services in O365 admin center of the account like :

Microsoft Power Automate Free

Microsoft Teams Exploratory

Hope this will help you

Regards

Antoine

Answer 5

I tried this suggestion but it didn't help