Office365 Exchange Online conflict with Active Directory Account

Posted on 2012-09-06
Last Modified: 2012-09-24


I have just started my Office365 3 to 4 months ago. I only took up Exchange Online services and nothing else. I didn't sync the Exchange Online with my Active Directory. My email and AD account username is identical. For example, my email is (Created in Exchange Online) and my AD account is also (Created in Active Directory).


After awhile, I notice that a few of my users keep getting random lockout due to bad password. It is mainly either Windows 7 users or maybe Office 2010 users. There is no problem with Windows XP users who are using Office 2007.


I have spent some time on this issue and trying to use ALTools as well but too bad it doesn't support Windows 7.


Then I finally think it might be the password differents between both AD Account or Exchange Online Account. So I try it with 2 of my effected users and asking them to change their password to match both the AD Account and Exchange Online Account. Maybe it is just coincident, but it works.


Because my users are using Microsoft Outlook to check their email, therefore the Exchange Online Account password is saved under the Windows Credentials and Generic Credentials after I remember the password for Microsoft Outlook 2010.


I am thinking whether does the Windows Credentials from Windows 7 somehow is mistaken thinking that Exchange Online Account credential as an AD account and keep using it to link us to my AD which eventually causing account lockout.


If it is really the Windows Credentials for my Exchange Online is having conflict with my AD account, is there any solution into this?


Appreciate any helps and comments. Thank you in advance!


Question by:hlmarine
    LVL 6

    Expert Comment

    Why not tring to remove the cached password. To clear cached credentials on a Windows-based computer do the following steps:

    Open Command Prompt.
    Type the command: rundll32.exe keymgr.dll, KRShowKeyMgr

    Refer below article for above settings:

    Also check if any stored password is setup in Control panel. Refer

    Another option that can be checked is running through the following steps
    Go to Start Menu –> Run –> control userpasswords2 and press Enter.

    See if any oof these options are of any help.


    Author Comment

    Hi SKS,

    Thanks. Will try it and feedback again.

    Author Comment

    Hi SKS,

    I think the problem doesn't lie with the cache password. Because I just try it on a newly computer which no one have used before. So there aren't any cache password store in the computer.

    Accepted Solution

    Found a fix..


    If anyone else is experiencing this issue, Microsoft released the hotfix:

    Outlook 2007:

    Outlook 2010:

    After applying the hotfix, need to add the following registry entry:

    Outlook 2007:



    Outlook 2010



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