Outlook -- Sign-on Loop and Issues

It is strongly preferred to install Microsoft apps through the Self Service because of the fact that installation goes through a Drexel supported client. However, there are times, such as this, where there may be problems and that these apps can't be installed easily. Additionally, Office will continue to monitor for updates by itself so you won't be stuck with an outdated version of Outlook as time goes forward.

Windows

  1. Connect to the Drexel VPN.
  2. Try to log in to Outlook on your computer.
    ○ Also, try to log in to Outlook via your browser at http://outlook.office.com/.
  3. If this does not work, please reinstall Office 365.
    ○ First, open up the Control Panel > Uninstall a program > Uninstall Microsoft 365/Office 365
    ○ Go to http://portal.office.com/ and sign in using your Drexel credentials
    ○ Click on "Install Office" in the middle to top right of the webpage.
    ○ Select "Office 365 apps"
    ○ Double-click and run the installer
    ○ After the installation, log in to Outlook.

Mac

Instead of installing Outlook via Self Service, have you tried to install Office365 through Microsoft's website? I believe that this will recognize the other Microsoft Apps that you have installed except for Outlook (which it will install). Note: Office 365 WILL NOT recognize the other apps that you have (Excel, Word, and etc..) so please uninstall the other apps before following the instructions!

Here's how you can install Office on your OSX device:

  1. Uninstall all existing Microsoft apps (Outlook, Excel, Word, etc) if not done already.
  2. Navigate to https://office365.com
  3. Click on "Sign in" at the top right
  4. Log in with your Drexel One credentials
  5. Then, click on "Install Office" 
  6. Click on the downloaded file and run through the installation process
  7. Verify that Outlook has been installed by clicking on the "Magnifying Glass" at the top right, then typing in "Outlook"

Alternative Solution

Try this solution if you have the following symptom(s): 

  • When opening Outlook, the status in the lower right states, "Password needed". However, the password window never opens. 
  • Outlook prompts for either the user’s password or MFA challenge, but does not accept either and continuously loops. 

Important Note: User must be on Drexel network. If off-campus, please connect to the Drexel VPN.

Solution:

  1. Close Outlook. 
  2. Launch REGEDIT. 
  3. Browse to HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Common\Identity. 
  4. If a key labeled EnableADAL is present, delete it. 
  5. Close REGEDIT. 
  6. Launch PowerShell (not as administrator). 
  7. Copy the following and paste it into PowerShell.

CMDKEY /LIST | WHERE {$_ ‐MATCH 'MSTEAMS_ADAL|MICROSOFTOFFICE'} | FOREACH 
{ CMDKEY 
/DELETE "$($_.SPLIT()[‐1])"; $CLEAREDCREDCOUNT++ }
  1. Execute the above command. 
  2. Launch Settings. 
  3. Select Accounts. 
  4. Select Access work or school. 
  5. Select the account labeled Work or school account. 
  6. Select Disconnect. 
  7. Once the account is removed, select Connect. 
  8. Set Email address to the users account. 
  9. Select Next. 
  10. Enter the user's password. 
  11. Select Sign In. 
  12. Select Done. 
  13. Launch Outlook. 
  14. When prompted, provide the appropriate credentials/MFA challenge. 
  15. If Outlook continues to loop, close Outlook immediately after providing credentials and MFA challenge, then re‐launch Outlook.