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Outlook is not syncing and giving a "Need password" message

I have several users that over the last 1-2 months increasingly have experienced that their Outlook wont sync. All of them then experience as message in the bottom of the Outlook screen that says "Need password", but if you click it, you just get a quick blink of a white screen, and then it disappears.

While the issue is present for the users, it is not possible for them to create a new Outlook profile, as it wouldn't connect to the mailbox. I had luck with just rebooting my own computer, that fixed the issue for me, but only until the next day. Other users had bigger problems getting it to work.

The issue apparently seems to be an implementation on "Web Account Manager" (WAM) in Office/Windows. The solution is to set below registry key to 1 in below path.

Path: HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Common\Identity
Key: DisableADALatopWAMOverride (DWORD)

There is a bit more information on the error on below links. As said, the issue is resolved with above registry fix, but it obviously isn't optimal, and preferably it would be fixed by a software patch, either for Windows or Office.

https://support.microsoft.com/en-us/help/4025962/you-can-t-sign-in-after-you-update-to-office-2016-build-16-0-7967-or-a
https://www.reddit.com/r/Office365/comments/7kklt2/autodiscover_issue_on_outlook_2016_o365_exchange/
https://community.spiceworks.com/topic/2025536-outlook-2016-365-keeps-asking-for-credentials?page=3

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Rasmus Dybro shared this idea  ·   ·  Flag idea as inappropriate…  ·  Admin →

85 comments

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  • Sheryl commented  ·   ·  Flag as inappropriate

    "No Registry changes, just removing the account (if it exists) in this Windows settings area: Settings/Accounts/"Access work or school" area. "

    Been frustrated for weeks for dealing this same issue. Thank you to whoever gave this solution above, you are a genius.

  • Sheila Vardakis commented  ·   ·  Flag as inappropriate

    Okay..........I am beyond frustrated with Microsoft. I have had office 365 exchange for years and only in the last year has it been inefficient. I have had the stupid password pop up and not accept my actual password. So that is an issue.

    The other big issue is my calendar and email do not sync with my phone app. The calendar is all the time while emails is intermittently. How can I run a business when I can't trust my phone to have my current calendar events on my phone?

  • Jon Scarpa commented  ·   ·  Flag as inappropriate

    Microsoft absolutely needs to fix this issue. The problem is a result of enabling SSO through-out your organization and I've seen this problem for many years now at different companies. While not prominent problem with our users (multiple companies) it does happen sometimes and its annoying bug.

    1) Typically, I've found rebooting your PC will fix this bug, no need to edit the registry key.

    2) Also editing that registry key may be disabling SSO for Outlook, which allows you to store your password (which a hacker could grab and decrypt).

  • Anonymous commented  ·   ·  Flag as inappropriate

    Please fix this annoying stupid bug!!!!!! Also, let me know to whom in Microsoft should I send my invoice for productive time lost grappling with this

  • DML commented  ·   ·  Flag as inappropriate

    Nearly a year and a half of this stupidity. Embarrassing! Fix it already.

  • Admin of Admin commented  ·   ·  Flag as inappropriate

    Please fix this. I have this 1 poor employee i am tempted to make username2@domain.com and force them to change O365 / AAD users with the hope that this stops happening.

    Please fix this. Premier support could also use a cheat sheet on this problem.

  • Felippe commented  ·   ·  Flag as inappropriate

    oh, moreover, I forgot to mention, Im using Outlook since 2012. So Ive been through this for several years already.

  • Felippe commented  ·   ·  Flag as inappropriate

    It always happened with me, you can just be clicking on the "OK" button for hundreds of time and suddenly it will stop asking for it, until you turn off and turn on again... This is a BUG in the system that is here forever and Outlook seems to be just ignoring it. I HATE IT!

  • G commented  ·   ·  Flag as inappropriate

    "No Registry changes, just removing the account (if it exists) in this Windows settings area: Settings/Accounts/"Access work or school" area. "
    - This worked for me

  • Dale commented  ·   ·  Flag as inappropriate

    From experience, majority of tissues related to WAM is due to client configuration. If affected, please try device recovery.
    Remove workplace account from (Setting > Accounts > Access work or school > Disconnect).
    Connect workplace account from (Setting > Accounts > Access work or school).
    or
    dsregcmd /leave
    reboot
    if aadjoined.

  • Ajay commented  ·   ·  Flag as inappropriate

    It worked for me with the registry key, but obviously this is not a good solution.

  • Anonymous commented  ·   ·  Flag as inappropriate

    Please can someone guide me to the path settings --> accounts --> workplace. I can not find this path thank you

  • Anonymous commented  ·   ·  Flag as inappropriate

    Nothing works for me. Not the reg fixes, not clearing out credential manager, not disconnecting from the account. I've reinstalled Office, recreated the Outlook profile. As soon as the PC gets rebooted I get the Needs Password at the bottom, clicking on it brings up the password window for a split second.

    This is extremely aggravating.

  • Anonymous commented  ·   ·  Flag as inappropriate

    This worked for me for a day but has started happening again. Having to restart my laptop like 3 - 4 times a daynow - its getting beyond a joke.

    Surely Microsoft should have fixed this by now?

    Any further help would be greatly appreciated!

  • Winnie commented  ·   ·  Flag as inappropriate

    Removing "access work or school" also worked for me. Thanks from Singapore. But What happen to "access work or school". I have been using for long time, but many issues related to "access work or school" happened recently.

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