Outlook.com App Frequently Prompts For Re-Login

Anonymous
2013-04-23T23:55:07+00:00

First of all, I want to say that I was excited to see the new rebranding.  I was so impressed that I switched my main email address to an Outlook.com addy.

That said, I'm having a glaring issue with the new Outlook.com Android app.  I have push notifications enabled, and am frequently being told that my account requires re-login.  I'm seeing this several times a day.

An added occasional issue occurs when I put in my address and password.  I am told that I've attempted to login with an incorrect password too many times, and am prompted to do it again, this time with a required CAPTCHA field.  It then accepts my login, where I am prompted to choose permissions, then it takes me to the app.  Though it was happening every time at first, it's since started only happening about half the time.  So I might have to chalk that up to fat-fingering my password out of frustration.

I've never had this problem with the stock email app.  But I would rather use the Outlook.com app and take advantage of its extra features.

***Post moved by the moderator to the appropriate forum category.***

Outlook | Outlook for mobile | Outlook for Android | For business

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  1. Anonymous
    2013-05-09T14:25:01+00:00

    Can I please get the private message link to send you the log?

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  2. Anonymous
    2013-05-09T12:58:09+00:00

    I have provided my logs, or at least what was sent,  There was no attachment?

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  3. Anonymous
    2013-05-09T06:49:08+00:00

    Hi JudyGoss, Miguel.M, mcoles23, DougWSmith, JulesGray, Butters52 and  JackClarke,

    Our Support Specialists had posted back. To those users that did not yet provide their mobile name as well as its operating system version, kindly post them in the thread for investigation purposes. In addition to that, please provide the logs of the Outlook.com application on your mobile devices. Please understand that we need the logs so that we can determine what exactly the cause of the issue is. If you are having problems collecting logs, instead of selecting Fine tracein step 6, please select Trace. If you are still having problems, I encourage you to try doing the whole process again. You can refer to the previous post of moderator Levi_I. for instructions on how to get the logs. I provided a private message on each of your post so that you can upload the logs to us. Make sure that you are signed in to this site to be able to view it.

    We're looking forward on your response. We appreciate your cooperation.

    Thank you.

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  4. Anonymous
    2013-05-07T11:26:29+00:00

    Thanks everyone for their help and suggestions.  Here is a little more information about the problem:  I have had two Windows "live" accounts for several years.  I use these two accounts on my home computer and on two HTC "Incredible" mobile phones.  I never had this problem until the Outlook upgrade.  I have this problem on both phones (it's quite random, every 2 or 3 days), It happens on both "Live" accounts on both phones.  I have changed passwords to something simple as it is a bit difficult to keep logging in.  I will try to send in the logs as suggested.  I also have a g-mail account, it has never been an issue.

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  5. Anonymous
    2013-05-07T10:14:25+00:00

    Hi everyone,

     

    Thank you for provding a detailed description of your issue regarding the Outlook.com app prompting for re-login.

     

    To help us in the investigation, please provide the logs of your app. Refer to the steps below:

     

    1.Start Outlook.com's app

    2.In the message list view, click the "..." in the bottom right of the screen

    3.Tap the "Settings" option

    4.Tap the "General" option at the top

    5.Scroll down and tap the "Support tools" option

    6.Tap "Log level" and choose "Fine trace"

    7.Delete/Remove the account and sign back in.

    8.Go back to support tools

    9.Tap the "Send logs" option

    10.Email the logs to an accessible email address.

    11.Log in to that email address and download the attachment.

    After getting the logs, upload it on the private message I've created for you.

     

    Note: You can open the private message by clicking the red link above your post that says "You have a private reply to this message."

     

    @a_c_967

     

    To answer your inquiries,

     

    1. It's possible that using a long password when accessing/setting up your account  may have caused the issue due to mobile's character limits.

     

    2.  Yes, "using another account" means setting up a different Outlook.com account for testing purposes.

     

    1. Since you're using your phone's network, I suggest that you try connecting to the Internet via Wi-fi and see if issue will persist.

     

    In addition, please also provide your app's logs for further investigation.

     

     

    Regards,

    Levi

     

    Seeing as this reply is directed at 'everyone' i have followed you steps, but as i have not received a private message (because you indicated at that stage it was directed at the original writer) i would like to know an email address to send my logs.

    For the record, i have had no issue with outlook since updating approx 1 month ago.  my issues started this morning.  I have not updated password or version.  i have cleared cache from all applications on my phone and reinstalled. 

    I am also getting a message that tells me the that an application called 'ChatON' has stopped every time i try to do anything with the outlook app to retrieve this information for you.

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