You Don't Have Access to This

In this Article:

• Description of Issue
• Resolution / Next Steps - Clear Credentials from Credential Manager & Reset Outlook Profile
• Logging into New Outlook
• Additional Steps - Check for and Clear Cached Credentials in the Registry
• For Additional Help

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. As an alternative, you may wish to use Outlook Classic, which does not seem to be having these issues.

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
   

Resolution / Next Steps -
Clear Credentials from Credential Manager & Reset Outlook Profile

1. Close out of the Windows desktop version of (new) Outlook. 
2. In the Windows search bar, open Manage Windows Credentials.
   
   
   Next, you will be looking at the Windows Generic Credentials section. This will vary by user what credentials appear. You will be looking for any Outlook, Office, or Microsoft accounts. Some examples include:
   • MicrosoftAccountuser
   • Microsoft_OneDrive_Cookies
      
3. For each of the Generic Credentials located, click the drop down carrot to expand the information and Remove the credential. 
   
   
   Note: Please be aware that some user names for these generic credentials will appear as @gmail.com, @campus.edu, @yahoo.com, etc. accounts.
    
4. A new window will appear to confirm permanently deleting the Generic Credential. Click Yes.
   
    
5. Close out of all windows. 
    
6. Next, you will press two keys on your keyboard at the same time Windows + R to open the Run dialog box with a prompt saying "Type the name of a program, folder, document, or Internet resource, and Windows will open it for you."
    
7. In the prompt box, Copy & Paste or Type the following: olk.exe --clearLocalState and press Enter on your keyboard.
   Note: There is a space before the two dashes and yes, you use two dashes.
   
   
    
8. Another window will appear with a message to confirm clearing local settings and unsaved Outlook Data. Click Yes.
   
    
9. Close out of all windows. 
    

At this point, if you followed all of the directions:

• Your credentials have been cleared from the Credential Manager
• Your Outlook profile on the device has been reset.

Some devices will be ready to login, while others will need an additional step. The next section will cover logging in, but if that does not work the section following login will cover additional steps to try. 

Logging into (new) Outlook

1. Open Outlook.
2. If there is a suggested account in the box, you can delete it out.
3. Type YourNUID@nebraska.edu and click Continue.
   
    
4. You will then be prompted for your Password and to complete the TrueYou Duo Push.
   • Failure of the TrueYou Duo Push to launch may be an indicator the troubleshooting steps did not work.
      
5. Another window will appear prompting you to choose to automatically sign in to all desktop apps and websites on this device or only the Outlook application. 
   • Choosing Yes, all apps is generally recommended, but it is not required.
   • If the device is a shared, consider signing into Outlook only.
      

At this point, if you followed all of the directions:

• You should successfully be logged into your Windows Desktop New Outlook application.

Some devices may take a few moments to populate your emails so be a little patient. The next section will cover next steps if logging in was not successful. 

Additional Steps -
Check for and Clear Cached Credentials in the Registry

Warning 

• Serious problems can occur if you modify the registry incorrectly.
• Before making changes, back up the registry to restore it in case something goes wrong.
• Alternatively, contact the ITS Help Center for assistance.
   

1. Press two keys on your keyboard at the same time Windows + R to open the Run dialog box with a prompt saying "Type the name of a program, folder, document, or Internet resource, and Windows will open it for you."
2. In the prompt box, Copy & Paste or Type the following: regedit and press Enter on your keyboard.
   
   
   Note: Another pop up window may appear to confirm if you would like to make changes to the device. Click Yes.
    
3. Next, you will use the left hand navigation to find the following location: 
   HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Common\Identity\Identities 
   • HKEY_CURRENT_USER > Software > Microsoft > Office > 16.0 > Common > Identity > Identities
      
4. Delete any entries to the accounts you want to remove.
5. Close out of all windows.
6. Try logging into Outlook.

For Additional Help

If you need additional help, here are some options:

• Review articles in the NU Support Knowledge Base
• Drop into the virtual Technical Assistance Room, available Tues. - Fri. mornings from 8-10:30am CST
• Call the ITS Help Center:
  • HuskerTech: (402) 472-3970
  • LoperTech: (308) 865-8363
  • MavTech: (402) 554-4357
• Email nusupport@nebraska.edu