unable to add another o365 email address to my desktop Outlook profile

Paul Garcia 1

When working from home, I'd like to be able to open my work o365 email from my personal desktop Outlook client. I added the first email address with no issue. When I tried to add the second one, which is a different domain, it refuses.

I have been able to access both on my desktop Outlook client on my work laptop. I'm also able to access both on my mobile device. But it will not add the second o365 email account on my home desktop computer.

I tried creating a new Outlook profile and starting over, but it still won't add that last email address.

Paul Garcia 1 Reputation point

2022-06-04T22:47:33.77+00:00

I also used SARA and that found nothing wrong.

12 answers

Faery Fu-MSFT 17,386 Reputation points Microsoft Vendor

2022-06-06T02:42:37.037+00:00
Hi @Paul Garcia ,

Welcome to our forum!

In order to better understand your issue, could you provide some related information?

What detailed version of Outlook are you using?(File > Office Account > About Outlook)

Does the problem occur suddenly?

Did you encouter specific error message like "something went wrong and outlook couldn’t set up your account. please try again. if the problem continues, contact your email administrator."?

If in this this case, you may use the following troubleshooting:

First, check your Outlook version and upgrade it to the latest via File > Office Account > Update Options > Update Now and see if the issue continues.

Besides, How did you create a new profile? Please try creating a new profile from control panel and re-add your account to test, you can refer to the following steps:
Go to Control Panel > Mail > Shows Profiles > Add

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Faery Fu-MSFT 17,386 Reputation points Microsoft Vendor

2022-06-07T06:02:07.807+00:00

Hi @Paul Garcia ,
Is there any update on this thread? If the issue has been resolved, please mark the helpful replies as answers, this will make answer searching in the forum easier and be beneficial to other community members as well. Thanks for your understanding.

Paul Garcia 1 Reputation point

2022-06-08T01:05:36.27+00:00

Microsoft Outlook 2019 MSO version 2205 (Build 16.0.15225.20204) 64-bit

I don't know what you mean by "suddenly." The problem was only noticed when I attempted to add two different o365 email accounts. The first one worked immediately. The second did not. I removed the first one, tried the second one, in case for some reason it would only pick up one o365 account and not two, still no luck. I re-added the first o365 account, no issue. Tried the second one again, won't add.

There are no updates to Outlook available. I have the latest version.

I ran SARA to see if there was a Microsoft repair that would solve the problem. It did not find errors or improve after running.

I followed the steps provided by MS Knowledge Base to create a completely new profile, re-add all my email accounts, and still when I get to the one troublesome o365 email account, it will not add it. I am logged into that email account on Outlook for Web on the same PC, so I know I have the right access. I was able to add both o365 accounts to Outlook on my laptop. I added them both to my mobile phone with no issue. It is only my desktop PC that will not let me add the second o365 email account.

The error just says "something went wrong" and then asks me to change options or retry.

Faery Fu-MSFT 17,386 Reputation points Microsoft Vendor

2022-06-08T06:57:36.267+00:00

Hi @Paul Garcia ,
Thanks for you rreply.

Please check if the autodiscover is configured and working for the domain you are trying to configure outlook.
So you need to run a Test E-mail autoconfiguration via Outlook to check if the autodiscover is working proprely.

Start Outlook with a normal profile.

Press and hold the Ctrl key, right-click the Outlook icon in the notification area, and then click Test E-mail AutoConfiguration.

Type the problematic account in the E-mail Address box.

Select the Use AutoDiscover check box, and then click Test.
And provide me with specific test screenshots(please hide your personal information)

Paul Garcia 1 Reputation point

2022-06-09T02:48:01.193+00:00

Okay, I have completed those steps.

Paul Garcia 1 Reputation point

2022-06-09T02:48:31.847+00:00

second part of screenshot

Paul Garcia 1 Reputation point

2022-06-13T16:55:19.003+00:00

For whatever reason, yesterday when I tried to add the o365 email account, it added.
It loaded all the messages in the account.
Today I still have those messages, but in the system notifications at the bottom of the Outlook client screen it says "Need Password"
If I click it, it looks like there's a dialogue box that pops up for a fraction of a second but then disappears. I cannot get it to stay to answer the password need.
@Faery Fu-MSFT

Paul Garcia 1 Reputation point

2022-06-13T21:13:03.537+00:00

I found a hack to get the password dialogue box to come up.
It refuses to accept the correct password.
When I look in ActiveDirectory at login history, none of the failed email logins from Outlook show up as attempts to login at all.

Paul Garcia 1 Reputation point

2022-06-13T23:33:49.88+00:00

@Faery Fu-MSFT sorry, trying again to tag
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Faery Fu-MSFT 17,386 Reputation points Microsoft Vendor

2022-06-14T06:17:00.277+00:00

Hi @Paul Garcia ,

Thanks for your reply.

From your description, do you mean the "need password" was in the status bar?

I have found a similar thread: Outlook needs password but dialog box disappears

To workaround, set in the Registry a DWORD value and set it to 1.
HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Common\Identity
DWORD: DisableADALatopWAMOverride
Value:1
(Important: Serious problems might occur if you modify the registry incorrectly. Before you modify it, back up the registry for restoration in case problems occur.)

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Paul Garcia 1 Reputation point

2022-06-14T10:31:09.317+00:00

@Faery Fu-MSFT Yes, status bar of Outlook. I did use the workaround, and the dialogue box will appear. But it will not transmit the password I enter. It just comes back to the dialogue box. When I check ActiveDirectory, it shows no login attempts. I know the password is right because I'm using it with multiple other devices. I even tried "sign out from all" and had to re-login everywhere, but Outlook still doesn't accept the password.

Faery Fu-MSFT 17,386 Reputation points Microsoft Vendor

2022-06-15T06:23:52.353+00:00

Hi @Paul Garcia ,

But it will not transmit the password I enter. It just comes back to the dialogue box.

Could you please provide a specific dialogue screenshot for better research?(Please hide your personal information.)

Paul Garcia 1 Reputation point

2022-06-15T11:46:51.057+00:00

@Faery Fu-MSFT this dialogue box just reappears with no error message every time I type in the password. ActiveDirectory shows no login attempts for each time I enter here.

Paul Garcia 1 Reputation point

2022-06-18T06:25:21.023+00:00

@Faery Fu-MSFT I deleted the email account from Outlook, shut down and restarted the computer. Opened Outlook and added the email account again. It brings up the dialogue box for password after restarting Outlook, but still does not accept the password, nor does it present an error, just keeps popping the login dialogue box open again asking for password. I'm still stuck reading this particular email account using Outlook on the o365 web site or on my mobile phone. And still when I check ActiveDirectory to see if the logins to Outlook are failing, there's no indication that any login attempt has been made during that time period that I'm trying to connect to o365 for email on this account.
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Naglaa Hussein Abed Elhamed Mohammed 206 Reputation points

2022-06-18T08:01:20.877+00:00
When you try to set up a new mail account for Outlook by using the Add New Account Wizard, your Outlook profile may not automatically set up. Additionally, you may receive the following error message: An encrypted connection to your mail services is not available. This problem will occur for a variety of reasons. This document will go over some solutions to this issue.

Recommended method
Run Office 365 Support and Recovery Assistant

Install and run Microsoft Office 365 Support and Recovery Assistant. You can download this tool by following this link: Microsoft Support and Recovery Assistant.

This tool will automatically diagnose any issues with your Office 365 account and provide you with relevant fixes.
Additional methods
Upgrade to the latest version of Outlook/Office

Install/upgrade to Office 365: Office 365 - Download/Install Office 365. Important: you may need to uninstall previous version of Office before installing Office 365 version.
Windows Update

Update your Windows operating system (make sure to include other Microsoft software within the update process): Windows - Using Windows Update.
Reset/Remove your account credentials from within your OS

Remove Microsoft account credentials: https://kb.wisc.edu/page.php?id=60885.
Recreate your local OST file

Open Outlook and click File near the top-left corner. On this page, click Account Settings then click Account Settings from the context menu. This will open a new window, click the Data Files tab near the top. On this tab, select an account and click Open File Location... which will open the file location in File Explorer. Close Outlook, but keep the File Explorer window open. Delete the OST (.ost) file and close File Explorer. Restart Outlook.

Create a new profile

First, remove your current profile: Office 365 (Outlook for Windows) - Remove an Outlook Profile. Then, add a new profile: Office 365 (Outlook for Windows) - Configure Outlook.
Waiting a period of time or retrying

In some cases, waiting a period of time (30-60 minutes) or continuing to retry configuration may work.

See Also:

Office 365 - Troubleshooting Options
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Paul Garcia 1 Reputation point

2022-06-18T17:26:22.233+00:00

@Naglaa Mohammed - Head of Primary Arabic (DIS) I followed these instructions PRIOR to seeking help here. At the beginning of this thread I wrote about using SARA to troubleshoot, removing the account, creating a new profile. This is when I couldn't even get it to add the email account at all. Some days later after many attempts, Outlook added the email account, loaded mail, but then stopped communicating with o365 and kept saying "password required." A day after this happened on my home PC, the same "password required" started being asked on my work PC.

I suspect the issue is not with Outlook, but rather with the mailbox. I am an admin for the o365 account, but I can't find any error reported on the server side. It's as if the Outlook client isn't attempting to reach the server, or the server is ignoring requests. Other accounts on the same server are not experiencing this issue. And I am still able to read email in the web client or my mobile phone, so it is still sending and receiving messages.

Paul Garcia 1 Reputation point

2022-06-18T17:46:05.01+00:00

If I run SARA now, it just gets stuck on the login to mail. It logs me in to o365, but it won't log me into email credentials. Just keeps popping up the login dialogue box. If I push through, it runs me through a series of other steps, including creating a new profile, and again, continuously gets stuck not allowing a login to the emailbox that is causing the problem.

In spite of all the surrounding circumstances getting checked, it seems to come down to the Exchange server on o365 not seeing the login request for this account.

I'm almost tempted to move all the mail to a different account temporarily, delete the emailbox, and try recreating it.
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Naglaa Hussein Abed Elhamed Mohammed 206 Reputation points

2022-06-18T20:23:32.99+00:00

Would you please read this instructions perhaps help you
https://learn.microsoft.com/en-us/outlook/troubleshoot/profiles-and-accounts/cannot-set-up-office-365-account-outlook
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Paul Garcia 1 Reputation point

2022-06-19T03:26:08.807+00:00

@Naglaa Hussein Abed Elhamed Mohammed MFA is not and was not enabled for any users on the entire domain.
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Naglaa Hussein Abed Elhamed Mohammed 206 Reputation points

2022-06-19T07:43:08.64+00:00

Hello,
Could you read this perhaps helping you

https://answers.microsoft.com/en-us/outlook_com/forum/all/cannot-add-office-365-email-accounts-from-other/f5f51ac4-80e2-4090-998f-e224c2661f56
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