Authentication Failed.Check your account information and try again

Anonymous
2016-04-21T11:33:25+00:00

Hi Guys

I just linked my domain to office 365. Everything went well but now I'm trying to configure an outlook 2016 client for mac and I'm getting Authentication Failed.Check your account information and try again"

Regards

Outlook | MacOS | Legacy Outlook for Mac | For home

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Anonymous
2016-12-23T21:38:26+00:00

Hi Richard,

Based on your description, the issue seems caused by the Mac OS update and the update made some config files relate to Outlook client corrupted. Please try the steps below and see if there is any improvement:

  1. Go to KeyChain Access.
  2. Search "Exchange" under Login --> All Items and delete everything.
  3. Search "Office" and delete everything.
  4. Search "ADAL" and delete everything.
  5. Launch Outlook.
  6. You will get the activation prompt and then If account is already added you will see the password prompt for app and ADAL again. Please do 2-Factor Authentication if asked to.

If this doesn’t help, we need to collect some information below for troubleshooting:

  1. Can you add your Office 365 account on other Office suites such as Word on your Mac?
  2. Can you configure other types of email accounts such as outlook.com email accounts on your Outlook for Mac client?
  3. Your detailed Outlook for Mac version.

@Craig, please try the steps as well to check if there is any improvement. In addition, I noticed you’re using Outlook for Mac 15.31 (161220) which is our Office Inside program. Actually, we have a dedicated support channel (Help menu > Contact support) to copying with Office Inside program related issues. If the issue persists after performing the steps above, please seek professional assistance there.

@Morgan, have you updated your Mac OS as well? You can also try the steps I mentioned above. Let us know the followings if it doesn’t work:

  1. Can you add your Office 365 account on other Office suites such as Word on your Mac?
  2. Can you configure other types of email accounts such as outlook.com email accounts on your Outlook for Mac client?
  3. Try to create a new Mac OS user profile to check the result.

Regards,

Larry

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  1. Anonymous
    2016-12-28T16:02:47+00:00

    Yes, Larry, it works great now!  Thanks!

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  2. Anonymous
    2016-12-30T17:06:53+00:00

    The same issue has been happening to me for a long time but now its on the extreme annoying end. this authentication issue happens only with Outlook 2016 Mac. I use the same exact office 365 account on other clients and no problem at all. The authentication window will show up 6 or 7 times until outlook actually accepts it. I have to constantly put in my username and password and many times it doesn't even work. Not sure why i have to keep entering it multiple times. I will delete all the keychain data and it works fine for maybe 1 or 2 days and then goes right back to it again. This has been going on for months.

    PLEASE FIX THIS MICROSOFT!!! UR THE ONLY ONE THIS IS HAPPENING TOOO!!!!

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  3. Anonymous
    2017-01-03T03:48:49+00:00

    Hi Mike,

    Sorry for the inconvenience it caused.

    May I confirm whether the issue occurs every time when you open the Outlook 2016 for Mac client? Also, please let us know the detailed version of your Outlook for Mac.

    Since deleting the keychain data doesn't work well for you, please send us the troubleshooting logs with the following steps:

    1. In Outlook, go to the ribbon > "Tools" Tab > “Sync Errors” > Gear Icon > “Turn on logging”.
    2. Restart and say "Leave Logging on" and reproduce the issue where you get the authentication prompt. 
    3. From Finder, under Go menu> Go to Folder ~/Library/Containers/com.microsoft.Outlook/Data/Library/Logs.
    4. Copy the logs and send it to us.
    5. Turn off logging after that.

    For privacy, I have sent you a private message to collect the logs. You can access it via the link below:

    https://answers.microsoft.com/en-us/privatemessages/list

    Regards,

    Larry

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