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Outlook 2016 failing after password reset due to age
Problem reported by Mark Thornton - 11/6/2023 at 2:07 PM
Submitted
I am stuck with my desktop Outlook failing after resetting my password after it had expired. I reset the password via the admin control panel, and I can log in fine via the web and my Android Outlook (after resetting the saved password). On the desktop it just keeps asking for username and password. I tried creating a new profile with no change. All of this started due to the password change on the SmarterMail side.

This has now occurred with another user and is starting to generate some heat in my office. I sure would like some suggestions on where to look to see what might be going wrong.

5 Replies

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0
Zach Sylvester Replied
Employee Post
Hey Mark, 

Thanks for reaching out to the community. You're currently on Build 8451 (Feb 20, 2023) so this could be a bug in that version. None the less I'm currently looking into the issue on your ticket. 

Thank you, 


Zach Sylvester

System/Network Administrator
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
Mark Thornton Replied
OK, I will try to perform an upgrade on the system this evening and see if that resolves it.

There was a blog post or something about an EMclient option for the desktop. How do I take advantage of that?
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Zach Sylvester Replied
Employee Post
Hey Mark, 

We had some feedback regarding the eM Client integration and it has been removed from the current public version of SmarterMail. But once we finish finalizing the changes, it should be released again soon. This will allow you to get 3 free eM Client licenses per domain. 

Thank you, 

Zach Sylvester

System/Network Administrator
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
Mark Thornton Replied
I tried to thoroughly replace my MAPI account, but didn't find an existing MAPI connection in my webmail to delete. Starting Outlook without a profile started the process to set one up, and it took the username and password and completed the setup, but then kept asking for login and just kept loading the profile. It never comes up. I am getting a lot of "A fatal error occurred while creating a TLS client credential. The internal error state is 10013." messages in the Windows System log.
1
Kyle Kerst Replied
Employee Post
I'm thinking you likely have the old credentials saved in Windows, and its attempting to submit them before prompting you for the new ones. Can you check out the Credential Manager in Windows to see if you have a copy of your account saved there? 

If you do, try removing the Outlook profile completely, purging the saved password from the Credential Manager, then adding your account once more in a new Outlook profile. That should do the trick assuming you're not currently blocked by the Intrusion Detection System for the previous password failures! 

If you are, you'll see your office or device IP listed in Manage>Troubleshooting>IDS Blocks where you can unblock yourself. 
Kyle Kerst
System/Network Administrator
SmarterTools Inc.
(877) 357-6278
www.smartertools.com

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