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Issue

In Outlook, if you are encountering issues accessing your Outlook mailbox, the problem can often be resolved by clearing the Microsoft cached credentials in the Credential Manager by following the steps below.

Resolution

  1. Quit Outlook.
  2. Click the Start Menu in the lower left corner of your Windows screen and type credential manager. You should then see the Credential Manager show up in the list of results. Click the Credential Manager icon in this list:

  3. Click Windows Credentials, click Windows Credentials.

  4. In the Credential Manager window, locate any cached credentials that have the term "MicrosoftOffice" in the name. Expand the details for the credential by clicking the arrow to the right of the name. In the details below click Remove. Do this for each credential with "MicrosoftOffice" in the name:

  5. Close the Credential Manager and restart Outlook. You should be asked for your password. Provide it and click Sign in:

  6. If you have 2-Step Login enabled, you will then be prompted to approve your sign in request with whatever method you have chosen:




Need more help? Contact the ITS Service Desk.