Not able to get the option to login as a different user in Outlook when signing into Shared Mailbox

Anonymous

We had converted a couple exchange mailboxes on 365 to shared mailboxes that users were logged into on Outlook. When we did so we wanted to log into those shared mailboxes to add them as accounts basically. To do this you use the option in the password prompt to log in as different user. The reason for this is because searching that mailbox does not work when searching outside the mailbox using "Search all Mailboxes. Microsoft has confirmed the issue it seems and this was their work around.

Anyways when we converted these exchange accounts, we went to the users Outlooks and it was asking for the exchange password for that account (I guess it was still thinking it was a exchange account?). I went and removed the account from Outlook and relaunched Outlook and the now shared mailbox was there correctly. Again the next steps now are to add the account manually instead of using the automapping. But when we type the email in, it goes to the password section and only offers change password and no sign in as different user option.

We have tried turning on the cached mode, deleting the old exchange OST file, tried turning off "Use Cached Exchange Mode" under the advanced settings in Account settings, Nothing in credentials manager. When adding myself as a member and letting automap do its thing then trying to login gives me the option fine. The only difference I can see there is they were signed in to the exchange account when converting the shared mailbox.

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26 answers

Anonymous

2024-05-17T10:53:59+00:00
Hello folks,

Got the same problem here on our workstations (Windows 10 / Office 365).

We converted mailboxes to shared mailboxes and try to reconfigure them on Outlook.

I try many things and the one which seems to work is to delete the 2 following directories :
- %localappdata%/Microsoft/OneAuth
- %localappdata%/Microsoft/IdentityCache
If someone could give a try and confirm.

Please make a backup before deleting ... in case off.
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Anonymous

2024-05-23T09:05:02+00:00
Hello folks,

Got the same problem here on our workstations (Windows 10 / Office 365).

We converted mailboxes to shared mailboxes and try to reconfigure them on Outlook.

I try many things and the one which seems to work is to delete the 2 following directories :

%localappdata%/Microsoft/OneAuth

%localappdata%/Microsoft/IdentityCache

If someone could give a try and confirm.

Please make a backup before deleting ... in case off.
worked perfectly. Thank you very much, we didn't know what else to do.
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Anonymous

2024-03-26T19:37:50+00:00

OK we have a fix!

Simply run this on the affected machine - https://aka.ms/SaRA-OfficeActivation-Reset

This involves signing out of your Office applications, when it says "you are already activated" - press yes to continue. Then perform.

After it has reset your activation status, open Outlook (or another Office application) and sign in with your primary account that you want to activate the Office apps with.

Re-open the Office application and confirm signed in and activated.

Now add the secondary account into Outlook, and you will see the "sign in with another account" option!

The issue appears to relate to when you have previously activated Office apps on this machine with the account which you now want to add as a shared mailbox. Running this tool removes the traces, allowing you to get that missing option.
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Anonymous

2024-06-28T08:07:44+00:00
Hello folks,

Got the same problem here on our workstations (Windows 10 / Office 365).

We converted mailboxes to shared mailboxes and try to reconfigure them on Outlook.

I try many things and the one which seems to work is to delete the 2 following directories :

%localappdata%/Microsoft/OneAuth

%localappdata%/Microsoft/IdentityCache

If someone could give a try and confirm.

Please make a backup before deleting ... in case off.

worked perfectly. Thank you very much, we didn't know what else to do.
Perfect ! Thank You. Just a thought. Is it possible that Microsoft makes you crazy to find a solutions with : new profiles, sfc scannow, try this, not better this one, and the solution is ALWAYS found by a user googloling outside Microsoft Platform ? This solution is at page 2 of a simple conversation and shoul be instead put as a MILESTONE in Microsoft KB
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Anonymous

2024-03-18T18:53:20+00:00

Hi Eleni,

The procedure and steps for adding a shared / delegate mailbox as additional email account in Outlook are correct, but the issue is that when you get a prompt for password it automatically picks a shared mailbox UPN / email address and there is no option to 'Sign in as different user'.

This issue happens only for the users who previously worked on that computer with that account before it was converted to a shared mailbox. if you login to another workstation (you have never before) - it would work and give a prompt for 'Sign in as different user',

However it is not a solution to rebuild a windows user profile for that.
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