[SOLVED] 365 Account Issue - Outlook

[frase]

EDIT (Resolution)

The issue was that the Microsoft Outlook required a "App Password", not a general password.
This app password was within the Telstra Webmail Settings, Telstra is an Australian Telecommuncications Network - like AT&T, Verizo
I had to generate an app password within the Telstra Webmail Settings.
Copied that app generated password - a long field.
Then when I added the account in Outlook as per usual I added the App Password I copied from the Telstra Webmail App earlier.

Outlook then allowed the account to be added as per usual.
The issue is that the Telco does not inform customers about this issue, so one for the book.


Having a hard time trying to resolve this issue for a customer -

Outlook (classic) connects though is not importing emails via server or sending new - no error stated.
OutlookNew - it will not accept the users email and password, fails with the ubiquitous "Something went wrong..we have no idea etc."
When it does add the account via Outlook online it appears with an odd email address "outlook_DEEA0A48C5CA3FA@outlook.com" though when exited and opened it comes up as the usual email address though with what is in the image in fig(a)


The account connects though no activity at all as can be seen via the image here and is connected to Exchange within Outlook Classic

The email account does connect to the server via the WebMail Internet Access (Is using Telstra) a company here in Aus.

There are no password issues with the webmail server as logs on fine with the users credentials.

So what have I tried -

OS is Win11 Pro 24H2.
Removed any 365/Outlook reference within Windows Credential Manager.
Tried various email clients/same issue.
Checked if using a school/work account - does not specify anything within settings/accounts relating to a work/school account - none added.
Nuked the existing Outlook profile to create a new one.
Checked 365 account status, was expired though updated users current credit card and removed previous and account is valid and uptodate.
Why they did this was that they mentioned somekind of issue with a "Scam" or something and they changed password on email account and credit cards.
The Telco is laying the blame towards Microsoft so kinda at a stalemate.

Any ideas 365 Ninjas here



Fig.a


Fig.b

 

[callthatgirl]

How did you solve it?

Those long tail outlook.com accounts are from the the 2017 server upgrade hotmail/outlook.com did. I see these so often, they are dead for email but some still have good data you can get from them if you can configure Outlook. Many of those accounts have Onedrive data, so I just leave them and explain to the client why it's all messy.

 

[britechguy]

What is confusing me, as a start, is whether this is indeed solved or not. It's very unusual to have a [SOLVED] tag on an unsolved problem.

 

[frase]

How did you solve it?

Those long tail outlook.com accounts are from the the 2017 server upgrade hotmail/outlook.com did. I see these so often, they are dead for email but some still have good data you can get from them if you can configure Outlook. Many of those accounts have Onedrive data, so I just leave them and explain to the client why it's all messy.

Sorry I thought I had pointed that out in the Edit text, which for some reason I must not have saved.

The issue was that the Microsoft Outlook required a "App Password", not a general password.
This app password was within the Telstra Webmail Settings, Telstra is an Australian Telecommuncications Network - like AT&T, Verizo
I had to generate an app password within the Telstra Webmail Settings.
Copied that app generated password - a long field.
Then when I added the account in Outlook as per usual I added the App Password I copied from the Telstra Webmail App earlier.

Outlook then allowed the account to be added as per usual.
The issue is that the Telco does not inform customers about this issue, so one for the book.

It is relative to the email/outlook only as an app password is named ie; Telstra and then the password is generated.
It does not cause any conflict with anything else, as in OneDrive; is app specific.
What you are mentioning @callthatgirl is something different, though similar. As the network had updated their authentication methods not too long ago, without informing customers.

 

[frase]

What is confusing me, as a start, is whether this is indeed solved or not. It's very unusual to have a [SOLVED] tag on an unsolved problem.

It is resolved see above, apologies must not have saved edit.

 

[fincoder]

I've had trouble getting Telstra email addresses working in Outlook lately, never needed an app-specific password in the past so didn't even try it! Plenty of other Australian email providers work fine with IMAP in Outlook with ordinary account passwords, I wonder why not Telstra?

Thanks @frase .

 

[frase]

I've had trouble getting Telstra email addresses working in Outlook lately, never needed an app-specific password in the past so didn't even try it! Plenty of other Australian email providers work fine with IMAP in Outlook with ordinary account passwords, I wonder why not Telstra?

Thanks @frase .

No idea @fincoder, that's Telstra I suppose as you know what Australians refer to Telstra by. What I find frustrating is that the Telstra do not mention this change to the authentication to customers. The helpdesk (lvl 1 I suppose) merely states to customers that it is a Microsoft issue, when it is a combination of Telstra and MS. I had to delve into their mail settings to find the option to create an app password.