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App for Outlook authentication pop-up is blank and unable to sign in

  • Article

The article solves an issue where you can't sign in to Microsoft Dynamics 365 App for Outlook successfully due to a blank authentication pop-up.

Applies to:   Dynamics 365 App for Outlook

Symptoms

When you open Dynamics 365 App for Outlook, it prompts you to allow an authentication pop-up. After you allow it, the pop-up opens. However, it's blank and prevents you from selecting an account to authenticate and sign in.

Cause

This behavior is due to a recent regression that has been mitigated. However, users who have previously signed in might still experience this issue until they clear their session and sign in again.

Resolution

Note

  • If you're using Outlook on the web (OWA) or the classic Outlook desktop app on Windows, follow steps 1 to 3 to solve the issue.

  • If you're using the new Outlook for Windows or Outlook on Mac, follow these steps to open the Developer Tools, and then follow steps 1 to 3 to resolve the issue.

Step 1: Clear local storage and session storage from the add-in

  1. Open the classic Outlook desktop app or OWA.
  2. Open Dynamics 365 App for Outlook.
  3. Right-click anywhere inside the add-in and select Inspect. The Developer Tools window will open.
  4. Select the Application tab.
  5. Under Storage, select Local Storage and delete all stored data.
  6. Select Session Storage and delete all stored data.
  7. Close the Developer Tools window.

Step 2: Clear local storage and session storage from the authentication window

  1. Reopen Dynamics 365 App for Outlook.
  2. If the authentication window appears, right-click inside it and select Inspect. The Developer Tools window will open.
  3. Select the Application tab.
  4. Under Storage, select Local Storage and delete all stored data.
  5. Select Session Storage and delete all stored data.
  6. Close the authentication window.

Step 3: Reopen the add-in and complete authorization

  1. Close and reopen Outlook.
  2. Open Dynamics 365 App for Outlook.
  3. If prompted, sign in with your credentials.
  4. Complete the authentication process.

Open the Developer Tools in the new Outlook for Windows and Outlook on Mac

  • For the new Outlook for Windows:

    1. Ensure Outlook is fully closed in Task Manager.
    2. Select WIN+R, and then run the olk.exe -devtools command to open Outlook with the Developer Tools.

  • For Outlook on Mac:

    To open the Developer Tools, see Debug Office Add-ins on a Mac.