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

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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  1. 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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  2. Anonymous
    2013-05-09T17:54:18+00:00

    My logs have been uploaded

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  3. Anonymous
    2013-05-10T05:52:46+00:00

    Hi HeatherGolladay,

    Thank you for providing the information we asked. I will forward this to our Support Specialist for further investigation. Please wait for an update.

    We appreciate your cooperation on this.

    Regards,

    Levi

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  4. Anonymous
    2013-05-10T19:10:03+00:00

    This issue has actually gotten somewhat better since my original post.  It was first happening several times a day for about two weeks, now it's only happening once every few days.  But it is still happening.

    Device:  Samsung Galaxy S III

    Carrier:  Verizon

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  5. Anonymous
    2013-05-11T03:01:08+00:00

    Hi HeatherGolladay and Melissa Waldrup-Old,

    @ HeatherGolladay,

    Thank you for waiting. I would like to inform you that our Support Specialist had already responded and would like you to confirm the following for further investigation:

    •Are you experiencing the same exact issue about being prompted to re-log in?

    •Did you already try to uninstall and reinstall the application from your mobile device?

    •How about trying a different account in the app, did the issue re-occur?

    •What is the mobile device type and OS version that you're using?

    @Melissa Waldrup-Old,

    I understand that you're having issues accessing your account on Outlook.com app.

    Before we proceed with our investigation, please also provide answers to the inquiries I have asked HeatherGolladay.

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

    Regards,

    Levi

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