Outlook Password window disappears

We have several users who are experiencing the disappearing password/credentials window.  The system needs the password to be entered.  Click on the "Need Password" option (ribbon or task bar) and Outlook very briefly launches a pop-up window which would normally allow the credentials input, but it disappears.  Can't alt+tab to it.  It's not there.   We're current Office365 Outlook 2016 users, updates current, dual authentication active for the company.  I would think this would be a credentials manager issue.  System restart seems to fix it.  But because it's happening across the company, I'm wondering if there's a known issue out there.

Thanks.

Answer
Answer

Amy,

Try setting the registry key mentioned in this post and see if it mitigates it, https://office365.uservoice.com/forums/264636-general/suggestions/32694751-outlook-is-not-syncing-and-giving-a-need-password.  We were seeing some internal Microsoft people running into a related issue and the workaround is the registry key. 

Using the registry key to disable ADAL on WAM forces Office to use its built in implementation of Active Directory Authentication Library (ADAL) instead of using ADAL on WAM.  I would use the reg key to test and confirm if this is the issue or not.  Longer term after the fix comes out you should remove the registry key.

The issue I am tracking for this is a Windows 10 bug and is scheduled to be fixed in the Windows 10 updates the 4th Tuesday of January 2018.  

Registry key:

[HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Common\Identity] "DisableADALatopWAMOverride"=dword:00000001"

This KB is also somewhat related, 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.  

Editing to add that we also see this Outlook 2016 error with this issue:   "You'll need the internet for this"

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Last updated October 20, 2020 Views 84,570 Applies to: