If you are being prompted for your password in Outlook try the steps below, one at a time to resolve the issue.

  1. Can the user log in to OWA?  If yes, have them restart Outlook.
  2. Have them use Hawkid@uiowa.edu when prompted for credentials and check the "remember credentials" box.
  3. Clear your cached passwords (Note: you may need Admin rights to do this)
    • 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, Skype for Business, or Lync and choose Remove from Vault
    • Exit and reboot your computer.
  4. Rename the Outlook .ost file (if get error about "cannot open set of folders")
    • Exit Outlook and Skype for Business.
    • From the Start menu, choose Run.
    • In the Run window, type this path in the Open box  "%LOCALAPPDATA%\Microsoft\Outlook\"
    • 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
  5. Verify that prompt for Credentials isn’t checked in profile:
    • Start Outlook
    • Choose  File | Account Settings | Account Settings
    • Select your Exchange account  
    • If prompted, in the Password: text box, type your password
    • Click the Change button 
    • Click the More Settings button
    • Select the Security tab
    • Deselect the "Always prompt for logon credentials" check box
    • Click OK,
    • OK
    • Choose Close
    • Restart Outlook.
  6. Creating a New Profile (when you create a new profile, you will need to re-add any email account you check including shared departmental accounts)
    • Exit Outlook and Lync
    • 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 default in automatically
    • Click Next – it should auto configure
    • Click Finish
    • Back in the Mail window – Select your new profile in the "Always use this profile" dialog box and click Ok. 

NOTE:  you will need to reopen any .pst or archive files you have.  

  1. Turn off Outlook Anywhere – don’t do this if this is a laptop that connects to email without using the VPN software.  If VPN doesn’t sound familiar and it’s a laptop, skip this.
    • Open Outlook
    • Choose File | Account settings | Account settings
    • Double click your account
    • Click the More Settings button
    • On the Connection Tab, uncheck "Connect to Microsoft Exchange using HTTP"
    • Click Apply
    • Click Ok until closes.
    • Restart Outlook.  Some users have trouble making this setting stick. 
    • If #2 doesn’t stick, you will need to create a new exchange profile.
Article number: 
Last updated: 
October 30, 2019