Greetings,

I first posted this in the Office365 community forums and was directed here.

We are experiencing an issue where Outlook 2013 (Office365 install) is prompting for user credentials every time it is opened, despite checking the option to remember the credentials. So far we've tried a number of troubleshooting steps, but nothing has resolved the issue. The issue is happening to multiple users on multiple computers.

We are running:

• Outlook 2013 (32-bit) (Office 365 install)
• Windows 7.1 Professional (x64)
• Computer is domain joined (Server 2012 R2 Domain Controllers)
• Mail is hosted on Office 365

We've tried:

1. Clearing the Outlook and Office credentials from Credential Manager.
2. Removing the mail profile and the saved credentials from Credential Manager, then re-adding the mail profile.
3. We've tried adding the mail profile with both a manual configuration of the server settings and allowing Outlook to automatically configure them.
4. Ensuring that "Always prompt for logon credentials" is unchecked.
5. Setting "Always prompt for logon credentials" to disabled via registry (see http://support.microsoft.com/kb/2984912)
6. Confirming that Autodiscover is able to connect (http://www.microsoft.com/en-us/showcase/details.aspx?uuid=e8db028a-06f4-45fb-aff1-e8ac896d29c5)
7. Deleting the Autodiscover.xml file so that it is recreated
8. Doing an Online Repair of Office 365.
9. Reinstalling Office 365
10. Recreating the user's Windows profile.
11. Ensuring all applicable Windows updates and Office updates are installed.
12. Changing Proxy Authentication from Basic to NTLM (will not connect with NTLM)

The machines this is occurring on are on a new domain that we are in the process of setting up. The user accounts are still on the old domain. Cross-domain trusts are set up in both directions and all other services are working fine. GPO settings across both domains have been set up to be identical. The issue occurs on computers that were built directly on the new domain as well as computers built on old domain and migrated over. Machines that are not domain joined or are still on the old domain are not experiencing the issue.

If any of you could provide any insight or other steps that we could try I'd greatly appreciate it.

Have you tried gpupdate /force and or removing, resetting, then rejoining the domain?

Thanks for the suggestion dcptech. I've tried running gpupdate /force and have tried removing my computer from the domain, resetting the account and rejoining. Neither resolved the issue.

Hi,

For the issue that Outlook keeps prompting for password, I usually suggest users follow the steps in this article below, but apparently you have tried almost all the steps:

Why does Outlook keep prompting for password

I've seen some similar issues that were caused by an old "network driver", which for some reason caused a wrong server name to propagate up from the network layer to the application layer. Updating the network driver would fix the issue, I'm not sure if this works in your scenario though.

Regards,

Melon Chen
TechNet Community Su

Melon,

Thanks for that article, we've actually already seen that and have gone through it though.

We've already ruled out network drivers as this isn't occurring just on older machines but also on new computers that have recently been built with the newest drivers. Thank you for the suggestion though.

At this point I think we're going to open a ticket directly with Microsoft.

Thanks

Hi,

How is this going? If you have fixed this issue, kindly share the experience and this may be helpful to other users.

Regards,

Melon Chen
TechNet Community Su