I cannot access my outlook mail on MS 365 It just stopped working without any error

Question

I had my email open when my PC went to sleep.

When I logged back onto my PC, my Outlook was still showing open and then it suddenly asked for a password. None of the passwords seem to work. When I do get it to open it's a blank account with none of my mail so it seems to have disconnected from my Xfinity email (]moderator's note: PII removed]@comcast.net)

Answer 1

Dear Christian Muller, 

Thank you for your question and for sharing the details into Microsoft Q&A Forum. 

I understand the inconvenience since the PC wakes from sleep, New Outlook may prompt for sign-in again and the mailbox view may appear blank. Before trying the steps below, please check the AI-suggested answer in this thread and try those recommendations first. 

1. Confirm the Comcast account itself can sign in 

• Open a browser (Edge) and sign in to your Comcast/Xfinity webmail using the same email address. 
• If you cannot sign in on the web: the password may have changed, the account may be locked, or additional verification may be required. In that case, resetting/confirming the password with Comcast/Xfinity is the next step. 
• If you can sign in on the web: please proceed to next step to refresh the connection in New Outlook. 

2. Remove and re-add the Comcast account in New Outlook 

• Open New Outlook. 
• Go to Settings (gear icon) > Accounts > Email accounts. 
• Select the Comcast/Xfinity account > Remove. 
• Close New Outlook completely (also check the system tray and quit it). 
• Re-open New Outlook and add the account again: Settings >  Accounts >  Add account 
• Enter the Comcast email address and complete sign-in prompts. 

3. Clear stored credentials in Windows 

• Close New Outlook. 
• Open Control Panel > Credential Manager > Windows Credentials. 
• Remove entries: Outlook, Office, MicrosoftOffice, MSAL/ADAL, IMAP, SMTP, or anything that clearly relates to your comcast/xfinity sign-in. 
• Restart the PC. 
• Open New Outlook and try adding/signing into the Comcast account again. 

4. Check whether Comcast requires an “app password” or additional verification 

• In your Comcast/Xfinity account security settings, check whether: 
  • Two-factor authentication is enabled, and/or 
  • There is an option to create an app password for email apps. 
• If an app password is provided by Comcast, try using that app password when New Outlook asks for the password. 

This depends on Comcast’s security configuration and policies for third‑party email clients. 

5. Reset New Outlook app 

• Go to: Settings > Apps > Installed apps 
• Find Outlook (new) > Open Advanced options > choose Repair first. 
• If Repair doesn’t change the behavior, return and select Reset (note: Reset clears local app data, so you’ll need to add the account again). 

6. Quick checks that can affect sync/display 

• Ensure Work Offline is not enabled (if you see that option). 
• Confirm you’re viewing the correct account/folders in the left pane. 
• Check if the account was accidentally added as a different type (for example, a Microsoft account sign-in instead of the Comcast mailbox). 

I hope the guidance above helps you sign in successfully and restore your Comcast email in New Outlook. Wishing you a smooth experience getting your mailbox back in place and continuing your day-to-day work without interruption. 

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Answer 2

It sounds like you're experiencing connectivity issues with your Outlook account after your PC woke from sleep. Here are some steps you can take to troubleshoot the problem:

1. Check Your Internet Connection: Ensure that your PC is connected to the internet. Sometimes, connectivity issues can prevent Outlook from accessing your email.
2. Remove Stored Credentials: Go to Control Panel > User Accounts > Credential Manager > Manage Windows Credentials. Remove any entries related to Outlook or Microsoft 365, then restart Outlook and re-authenticate.
3. Enable Modern Authentication: If you are using Basic Authentication, switching to Modern Authentication can help resolve persistent credential prompts.
4. Create a New Outlook Profile: Open Control Panel > Mail > Show Profiles. Create a new profile and set it as default. This can help bypass any corrupted profile settings.
5. Use Outlook Web Access (OWA): If the issue persists in the desktop application, try accessing your email through Outlook on the web to ensure you can still access your mailbox.
6. Check for Office Updates: Make sure that you have the latest updates for Office installed, as updates can fix bugs and improve performance.

If these steps do not resolve the issue, you may want to run the Microsoft Support and Recovery Assistant for Microsoft 365, which can diagnose and fix several common Outlook connectivity issues.

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References:

• Fix Outlook connection problems for Microsoft 365 account
• Outlook continually prompts for your password when you try to connect to Microsoft 365