Outlook.com App Frequently Prompts For Re-Login

Anonymous

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.***

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

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62 answers

Anonymous

2013-05-09T17:54:18+00:00

My logs have been uploaded
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Anonymous

2013-05-09T14:56:28+00:00

Hi JackClarke, and HeatherGolladay,

@JackClarke

Thank you for providing your mobile information. However, we also need the logs of your Outlook.com app on your mobile device. This is one of the most important information we need for investigation, it will help us to diagnose the source of your issue. Please provide the logs in the private message area created for you, make sure that you are logged in.

We are looking forward on your response.

@HeatherGolladay

We appreciate your time in posting to this forum. Please also include the mobile information of your phone in the private message together with the log files you have collated.

I've provided a private message where you can put the requested information. Please make sure that you are currently signed in to view the private message and reply on this post to notify us.

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. Click here to read it on our secure private messages section."

Thank you
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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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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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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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