Add a Service Credential pop-up in Outlook Critical issue

Carl Cobon 10 Reputation points
2024-08-19T15:09:20.2866667+00:00

A new Microsoft Credential Pop-Up labeled "Add Service" is preventing users from connecting to our On-Prem exchange server.

We have On-Prem Microsoft Exchange 2019, and also have Office 365 licenses for each client machine. The "Add a Service" prompts come up non-stop. Most of the time the box is pre-filled with their local domain creds.

I have been through all the fixes I can see on the answers Microsoft forums but most end with the issue unresolved. We have tried:

  1. Remove old/unused devices the portal under apps and devices
  2. Removed services in portal like Microsoft Power Automate Free, Microsoft Teams Exploratory however many of the user don't even have these services assigned.
  3. Updated office and windows on the affected machines
  4. Ran the Microsoft support and recovery assistant for Outlook "SetupProd_AuthChk.exe"
  5. Tried several recommended registry updates

This started happening about 4 weeks ago and is causing huge issues, there must be a solution. Critical and often time sensitive email messages are being missed or not seen for hours or in some cases days.

For a temporary work around I some people who have the issue more often log into outlook web access on the exchange server.

Exchange | Other
Exchange | Other

A powerful email and collaboration platform developed by Microsoft, designed to support enterprise-level communication and productivity. Miscellaneous topics that do not fit into specific categories.


7 answers

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  1. Charles Lynskey 80 Reputation points
    2025-07-09T19:55:24.6366667+00:00

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  2. Lionel TRAVERSE 0 Reputation points MVP
    2026-09-15T13:33:57.71+00:00

    Hello,

    You can try to disable ADAL in Office 2024 with this registry key:

    HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Common\Identity*EnableADAL*=0

    On my side, that permits to avoid the "add service" pop-pup when Outlook start and when the mailbox is on-premises hosted.

    Best,

    Lionel TRAVERSE

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