Outlook "Access Denied" Solution

Description of Issue

Upon launching a Windows desktop version of New Outlook, a window may pop up with a message telling users:

• You don't have access to this.
• Your sign-in was successful but you don't have permission to access this resource.

After closing that window, a new window pops up with the options to continue or choose another account. However, picking either option causes a login loop of entering the correct credentials but never successfully logging into Outlook. This issue is due to a cached credentialing issue that can be resolved with a few short tricks. 

Examples of some common screens seen so far:

Warning 

Please note that this solution has worked for most devices, but not all devices (notably Surface Pro). We are actively looking for solutions on the various non-University managed machines. Additionally, these steps have been verified on Outlook (also known as New Outlook) on devices running Windows but may not work on "Outlook (classic)".

If you do not wish to try these troubleshooting steps by yourself, please try one of the following options: 

• Call or visit the ITS Help Center:
  • HuskerTech: (402) 472-3970
  • LoperTech: (308) 865-8363
  • MavTech: (402) 554-4357
• Email nusupport@nebraska.edu

Troubleshooting Steps

1. Close Outlook (also known as New Outlook).
    
2. Open file explorer and enter %localappdata% in the path bar.
   
3. Find and open the folder Microsoft.
   
4. Find and open the folder IdentityCache and remove everything in the folder.
   
   
5. Navigate back one folder to the Microsoft Folder.
    
6. Find and open the folder OneAuth and remove everything in the folder.
   
   
7. Open Outlook (also known as New Outlook) and select Sign In with Different Account.
   
8. Sign in and authenticate using new credentials.