HCHTech
Well-Known Member
- Reaction score
- 4,252
- Location
- Pittsburgh, PA - USA
I only have a few customers left with M365 through GoDaddy, and I swear they always have weird, intractable problems. This client has 3 email addresses that he gets in Outlook Desktop on a home computer, and 2 work computers.
Everything works on his phone, and 2 of the 3 computers. On one of the work computers (new in May), he stopped getting new emails for one of the email addresses. The other two emails continue to work fine. I started by assuming a corrupted Outlook profile, so created a new one with JUST the problem address. As soon as I entered the address and clicked "Next", it brought up the MS dialog that says "redirecting to your providers login" or something like that - it's the normal way it goes when you have M365 through GoDaddy. Anyway, immediately after that (before I have had a chance to even enter the password), I get a "Something went wrong" dialog with the 71ta9 code.
As a stop-gap, he's accessing the problem email through webmail on that computer - obviously, I'd like to get it fixed, though.
Is there anything I've missed?
Everything works on his phone, and 2 of the 3 computers. On one of the work computers (new in May), he stopped getting new emails for one of the email addresses. The other two emails continue to work fine. I started by assuming a corrupted Outlook profile, so created a new one with JUST the problem address. As soon as I entered the address and clicked "Next", it brought up the MS dialog that says "redirecting to your providers login" or something like that - it's the normal way it goes when you have M365 through GoDaddy. Anyway, immediately after that (before I have had a chance to even enter the password), I get a "Something went wrong" dialog with the 71ta9 code.
- This is an authentication error of some sort, but no details are provided. On that same computer, I can log into M365 with that same address and use the web version of Outlook just fine.
- The computer is using a local user account. The only thing signed into Microsoft is the Office applications.
- I don't see any credentials for M365 in credential manager
- There was a single update available for Office, which downloaded and applied without incident, but didn't help the problem.
- Windows 11 is fully patched
- Neither a "quick" repair or an "online" repair of Office made any difference.
- Changing the password for this account didn't make any difference.
- If I load the original Outlook profile and click Send/Receive, I get the same error
- A complete uninstall and reinstall of Office didn't make any difference (which is basically what an online repair is anyway)
- This account continues to work fine in Outlook on the other two computers and on the guy's phone
- I have also cleared out the contents of the IdentityCache and OneAuth folders under AppData before creating yet another new profile.
- One other thing, he has a personal Microsoft account using the same email address, but other than introducing confusion, this hasn't been a problem in the past.
As a stop-gap, he's accessing the problem email through webmail on that computer - obviously, I'd like to get it fixed, though.
Is there anything I've missed?
