Outlook can't connect to the user's mailbox after password changing

Vasyl Koval 1 Reputation point


I couldn't find the answer to my question, so I'll post it here.

I have an AD user that changed the password recently. We have a hybrid AD connection with AAD.

The user has an Office E3 license with all apps included.

He could log in to Microsoft Teams, but the Outlook shows Connecting.../Required password. When we try to click on Required password, a small popup is shown and closes before we can do anything. It starts to blink all the time until Outlook is closed.

Outlook OWA is working fine. The issue is the Desktop App.

I've tried:

  1. Updated Outlook to the last version available.
  2. Repaired the Office 365 apps.
  3. Reinstalled Office 365 from scratch.
  4. Cleared data inside Credential Manager.
  5. Microsoft Support and Recovery Assistant application.
  6. Created an Outlook profile from scratch. It doesn't allow me to pass the screen with email, small popup window flushes.
  7. Log out from the user account inside office apps.
  8. Cleaned registry keys inside HKEY_CURRENT_USER\Software\Microsoft\Office\15.0\Common\Identity\Identities.
  9. Machine restart.
  10. Signout the user from all sessions from Microsoft Admin Center.

None of that worked out.

I've found out:

  1. When I logged out, I was automatically logged in to account (1) Name with the same email address, and the user lost his license for Office 365 apps.
  2. For some reason, two work accounts are sharing the same email (@mydomain.com) (1) Name and (2) Name Surname inside Windows Settings (Start -> Windows Settings -> Accounts -> Email & Accounts -> Work accounts). Why do I assume that that's the work account? Because when I click on Manage (the only option both accounts have), it redirects me to https://myaccount.microsoft.com/?ref=MeControl.
  3. I've managed to log in to the correct account((2) Name Surname) and get the license after a few Microsoft Support and Recovery Assistant clearings.
  4. Unfortunately, when I go to Outlook -> File -> Office account, I can see that accounts are constantly switching whenever the small popup window opens and closes.

Is there any option to merge these two accounts into one without resetting the Windows user profile?

If not, how can I login to Outlook without resetting the Windows user profile?

Thank you in advance!

Outlook Management
Outlook Management
Outlook: A family of Microsoft email and calendar products.Management: The act or process of organizing, handling, directing or controlling something.
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  1. Faery Fu-MSFT 7,336 Reputation points Microsoft Employee

    Hi @Vasyl Koval ,

    When we try to click on Required password, a small popup is shown and closes before we can do anything.

    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.(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.)
    DWORD: DisableADALatopWAMOverride

    If that doesn't help, try another workaround: In Windows, go to Settings > Accounts > Access work or school, see if your account is listed there, other than the AD account. If so, remove it. Next time you open Outlook it should actually show the login dialog and try to connect.

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