Cannot add Outlook Mac email account. Error = Unable to add account. Please check your credentials and try again.

Question

Level 1

4 points

Cannot add Outlook Mac email account. Error = Unable to add account. Please check your credentials and try again.

I have a company issued MacBook Pro and use Office 365 suite of applications (Outlook, Word, PowerPoint, Excel). Everything has played nice for 2+ years. Then last week week Outlook doesn't want to connect to Outlook Exchange server.

Spent hours with my company help desk techs, and all they did was scatter shot fixes. Quite frankly, they were guessing to fix rather than trying to define the problem. Here is the list of things they did:

Uninstall O365 apps, and reinstall.
Deleted my Outlook account from the application. Now I cannot add it back. Error = Unable to add account. Please check your credentials and try again.
Blew away my keychain settings. Still peeved over that one.

I chatted with Microsoft. They had me delete keychain references to "office", "exchange", and "ADAL". Did that, and still no avail.

Grasping at straws. Anyone have any ideas for me??

MacBook Pro 15", macOS 10.14

Posted on Feb 21, 2019 7:48 PM

Reply

Answer 1

hockeyman11 Author

Level 1

4 points

Feb 21, 2019 8:18 PM in response to hockeyman11

Microsoft instructed me to do this now....

Please log out first from OWA and sign back in by manually typing the password.

Please also make sure that XYZ@abccompany.com is a primary account and not an alias.

Check as well if Two-factor (2FA) or multi-factor authentication (MFA) is enabled for your account because if so, you will need an App password.

Reply

Answer 2

hockeyman11 Author

Level 1

4 points

Feb 21, 2019 7:58 PM in response to hockeyman11

Please note I was not on the company VPN.

Reply

Answer 3

hockeyman11 Author

Level 1

4 points

Feb 21, 2019 8:00 PM in response to hockeyman11

I am chatting with Microsoft support right now. After sending them screenshots of my Office 365 subscription information, they had me go to:

Let's please also do Connectivity Test to know which protocol is failing

https://testconnectivity.microsoft.com/

Exchange Server > Synchronization, Notification, Availability, and Automatic Replies > Next > Fill in the required details

- Right of "Expand All" there should be an icon "Save to HTML"

- Download the file to your device and attach it to our conversation

*Note that you can't attach HTML directly so consider compressing the file (zip) first

Reply

Cannot add Outlook Mac email account. Error = Unable to add account. Please check your credentials and try again.

Similar questions