Wednesday, 17 Jul 2024

Information Technology Services

If you are having trouble with your Outlook password, don’t worry! We’ve got you covered. In this article, we will walk you through some simple steps to resolve this issue. Follow along and get back to using Outlook hassle-free.

Resolve the Password Prompt Issue in Outlook

If you find yourself constantly entering your password in Outlook, try the following solutions one at a time until the problem is fixed:

Step 1: Log into Outlook on the Web

If you can successfully log into Outlook on the web, try restarting Outlook on your computer.

Step 2: Ensure Correct Credentials

When prompted for your Outlook credentials, make sure to use your [email protected] email address and check the “remember credentials” box. If prompted again, click Cancel. If the problem persists, move on to step 3.

Step 3: Verify Prompt for Credentials Settings

  • Start Outlook.
  • Choose File | Account Settings | Account Settings.
  • Select your Exchange account.
  • If prompted, enter your password in the Password text box.
  • Click the Change button.
  • Click the More Settings button.
  • Select the Security tab.
  • Deselect the “Always prompt for logon credentials” check box.
  • Click OK.
  • Click Close.
  • Restart Outlook.


Step 4: Clear Cached Passwords


  • Exit Outlook and Skype for Business.
  • Choose Start | Control Panel | View by Large Icons (upper right of window) | User Accounts | Manage your credentials (left column).
  • Select all credentials for Microsoft, Outlook, OneDrive, or Skype for Business, and choose Remove from Vault.
  • Exit and reboot your computer.
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  • Exit Outlook and Skype for Business.
  • Select Finder | Utilities | Keychain Access.
  • In the search field, type Exchange. Delete all entries for your Exchange account.
  • In the search field, type adal. Delete all entries with the type MicrosoftOffice….
  • In the search field, type office. Delete all entries named Microsoft Office Identities Cache 2 and Microsoft Office Identities Settings 2.
  • Quit Keychain Access.
  • Restart Outlook. You will be prompted to authenticate.

Step 5: Rename the Outlook .ost File

If you receive an error about “cannot open set of folders”:

  • Exit Outlook and Skype for Business.
  • From the Start menu, choose Run.
  • In the Run window, type the path “%LOCALAPPDATA%MicrosoftOutlook”.
  • Click OK.
  • Find the .ost file and rename it (you may need to Show Hidden Files and Show Extensions to see the file).
  • Restart the computer.
  • Restart Outlook.

Step 6: Clear the Outlook Cache on Mac

To clear the “New” cache:

  • Choose Tools > Accounts.
  • In the left pane, select the account you want to reset.
  • On the bottom left, click the gear icon and select Reset Account from the list.

To clear the “Old” cache:

  • In the navigation pane, Ctrl+click or right-click the Exchange folder you want to empty the cache for, and then click Properties.
  • On the General tab, click Empty Cache. After the folder is empty, Outlook will automatically download the items from the Exchange server.

Step 7: Create a New Outlook Profile

When creating a new profile, you will need to re-add any email accounts you check, including shared departmental accounts:

  • Exit Outlook and Skype.
  • Choose Start | Control Panel | View by Large Icons (upper right of window) | Mail (may say Mail 32-bit).
  • Click Show Profiles.
  • Click Add.
  • Type the name of the profile (e.g., your name) and click OK.
  • Enter your name and email if it doesn’t automatically populate.
  • Click Next – it should auto-configure.
  • Click Finish.
  • In the Mail window, select your new profile in the “Always use this profile” dialog box and click OK.
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NOTE: You will need to reopen any .pst or archive files you have.

For more information, refer to the Microsoft Docs.

Frequently Asked Questions

Q: Why does Outlook keep asking for my password?

A: There are several reasons why Outlook may keep prompting for your password. It could be due to incorrect settings, cached passwords, or issues with your Outlook profile.

Q: How do I clear the Outlook cache on a Mac?

A: To clear the Outlook cache on a Mac, you can use the “Reset Account” option under Tools > Accounts for the “New” cache or empty the cache for the “Old” cache in the Exchange folder’s Properties.


By following these steps, you should be able to resolve the password prompt issue in Outlook. Remember to carefully go through each solution until the problem is resolved. If you still encounter difficulties, please contact your local ITS Support Team or the ITS Help Desk. Happy emailing with Outlook!