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(hello Merge, thank you for your question!<br><br>I think is an issue with the cached credentials.<br><br>Clean up all credentials in "Windows Credentials"<br><a href="https://support.microsoft.com/en-us/windows/accessing-credential-manager-1b5c916a-6a16-889f-8581-fc16e8165ac0" rel="ugc">https://support.microsoft.com/en-us/windows/accessing-credential-manager-1b5c916a-6a16-889f-8581-fc16e8165ac0</a><br><br>if that doesn't work then it can be an old installation or "license" on the computer so try to disable it and re-activate the license again:<br><br>going into CMD as administrator and run:<br>for 32 bits OS:<br><pre><code class="code-1 nolinks" id="code-20-43333681-1"><span>cscript "C:\program files (x86)\microsoft office\office16\ospp.vbs" /dstatus</span>
<span>cscript "C:\program files (x86)\microsoft office\office16\ospp.vbs" /unpkey:XXXX</span>
</code></pre>for 64 bit OS:<pre><code class="code-1 nolinks" id="code-20-43333681-2"><span>cscript "C:\program files\microsoft office\office16\ospp.vbs" /dstatus</span>
<span>cscript "C:\program files\microsoft office\office16\ospp.vbs" /unpkey:XXXX</span>
</code></pre><br>being XXXX the last 5 digits that you get from the /dstatus command<br><br><br>
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Visual Designer & Video Editor 

Jazz Marie Kaur

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This was tried, and it reset the account, but when he tried to login to it again the same thing happened
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Hi Marge,<br><br>After trying the above from Jose, I would consider the below if its still not accepting their new credentials:<br><br>Are they offsite on VPN working remotely or onsite? Sometimes you have to perform a specific order of steps on a laptop e.g. locking and unlocking the station with the new password in Windows when on VPN via Windows Key + L.<br><br>See if this article I made on EE helps, does it say "Need Password" at the bottom of Outlook? Even if it doesn't some of the tips could help, I would also try instaling and using the Microsoft SaRa Diagnostic tool too.<br><br><a href="https://www.experts-exchange.com/articles/36231/How-to-Troubleshoot-Outlook-When-It-Repeatedly-Asks-For-a-Password-or-Windows-Security-Field-Entries.html?preview=Fk1Hlk9Fb10%3D" rel="ugc">How to Troubleshoot Outlook When It Repeatedly Asks For a Password or Windows Security Field Entries | Experts Exchange |</a>
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It does not say need password and he is on-site, not using VPN. &nbsp;One thing we just found is that his account in the online admin portal has his primary email address listed as the "Company name.onmicrosoft.com" and not his internal email address of <a href="mailto:username@domainname.com" rel="ugc">username@domainname.com</a>. &nbsp;It has <a href="mailto:username@domainname.com" rel="ugc">username@domainname.com</a> listed as the UserName not primary email address. &nbsp;Looking at other accounts, that is wrong.<br><br>I have looked at AD and it shows email as <a href="mailto:username@domainname.com" rel="ugc">username@domainname.com</a>.<br><br>
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Developer & Coffee Roaster

Scott Fell

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Hello,<br><br>Did you verified the Azure AD Signin Logs?<br>Cheers !
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Finally,<br><br>Try enabling the ENABLEADAL record on those computers: (using v16 instead of 15)<br><a href="https://docs.microsoft.com/microsoft-365/admin/security-and-compliance/enable-modern-authentication?view=o365-worldwide" rel="ugc">https://docs.microsoft.com/microsoft-365/admin/security-and-compliance/enable-modern-authentication?view=o365-worldwide</a><br><br>I'm assuming you're in Windows 10, if you are in windows 7 it's a TLS issue<br><a href="https://support.microsoft.com/topic/actualizar-para-habilitar-tls-1-1-y-tls-1-2-como-protocolos-seguros-predeterminados-en-winhttp-en-windows-c4bd73d2-31d7-761e-0178-11268bb10392" rel="ugc">https://support.microsoft.com/topic/actualizar-para-habilitar-tls-1-1-y-tls-1-2-como-protocolos-seguros-predeterminados-en-winhttp-en-windows-c4bd73d2-31d7-761e-0178-11268bb10392</a>
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Have they changed their password successfully in the past or this is the first time? Have you tried creating a new mail profile for Outlook or that errors\fails?
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<div>
<blockquote>admin portal has his primary email address listed as the "Company name.onmicrosoft.com" and not his internal email address <br><br></blockquote>That should be it. &nbsp;Somehow that must have changed. &nbsp;If he logs in with his <a rel="ugc nofollow" target="_blank">onmicrosoft.com</a> account, it would probably work. By adding back the original account (internal) I would expect that to work and just remove the <a rel="ugc nofollow" target="_blank">onmicrosoft.com</a> account so he does not get confused.
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Systems Administrator

Marge West

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I have added the alias back into the Attribute Editor in Active Directory and it has synced to the Online Portal.&nbsp; It now shows his primary account correctly and the other account as his alias.&nbsp; As soon as he gets back with me I will have him try it to see if he can log in now.
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I have gotten back with him. &nbsp;I added his SMTP:<a href="mailto:username@domainname.com" rel="ugc">username@domainname.com</a> to the attibutes editor on his account in AD and let it sync. &nbsp;His phone is now working again, but still can't login to the account. &nbsp;It comes up with his emails and it is working, but it won't activate his account and says that not all of the features will work until he activates it. &nbsp;We think at this point it is something on his computer. &nbsp;I had him login to another system and it is working fine.<br><br>Thank you for your help.
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Did you try the SaRa Diagnostics tool, it may find errors or help isolate what's wrong to fix the activation? I would also try also Microsoft's "scrubbing uninstaller" tool as well not just a manual uninstall\reinstall. It could be something with app data or cached info.<br><br>See the diagnostic tool:<br><a href="https://docs.microsoft.com/en-us/outlook/troubleshoot/performance/how-to-scan-outlook-by-using-microsoft-support-and-recovery-assistant" rel="ugc">https://docs.microsoft.com/en-us/outlook/troubleshoot/performance/how-to-scan-outlook-by-using-microsoft-support-and-recovery-assistant</a><br><br>See option 2-<br><a href="https://support.microsoft.com/en-us/office/uninstall-office-from-a-pc-9dd49b83-264a-477a-8fcc-2fdf5dbf61d8" rel="ugc">https://support.microsoft.com/en-us/office/uninstall-office-from-a-pc-9dd49b83-264a-477a-8fcc-2fdf5dbf61d8</a><br><br>Possibly you could as a last resort create a new OS profile and migrate his data too, or test if Outlook is fine in a new Windows profile on the system.
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What is the OS that you're using? windows 7 8 8.1 10?<br><br>Then basically it was an issue with the computer's profile.
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He has re-created his profile and everything is now working great. &nbsp;Strange how a password change caused all of these issues. &nbsp;Thank you for your help!!
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OK Marge Thank you for clarifying!&nbsp;
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<div class="content wysiwyg-content fr-view">
<p>I have a user who changed his domain password this morning.&nbsp; Now he cannot login to Outlook, Word, Excel etc.&nbsp; He can login to the office portal using his new password and everything is correct there.&nbsp; We have rebooted, un-installed and re-installed office (it placed links to <a rel="ugc nofollow" target="_blank">office.com</a>&nbsp;for word and excel) tried to activate multiple times, he can input his user name but it never comes up for the password, deleted all office items from credential manager, etc and we can't get it to work.&nbsp; Any ideas?</p>
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I have a user who changed his domain password this morning.  Now he cannot login to Outlook, Word, Excel etc.  He can login to the office portal using his new password and everything is correct there.  We have rebooted, un-installed and re-installed office (it placed links to
office.com
 for word and excel) tried to activate multiple times, he can input his user name but it never comes up for the password, deleted all office items from credential manager, etc and we can't get it to work.  Any ideas?

Why can't we login to Office 365 after a domain password change when Office.com lets us login with the new password?

Microsoft Office is an integrated suite of applications that includes Outlook, Word, Excel, Access, PowerPoint, Visio and InfoPath, along with a number of tools to assist in making the individual components work together. Coding within and between the projects is done in Visual Basic for Applications, known as VBA.

Microsoft Office

Office 365 is a group of software plus services subscriptions that provides productivity software and related services to its subscribers. Office 365 allows the use of Microsoft Office apps on Windows and OS X, provides storage space on Microsoft's cloud storage service OneDrive, and grants 60 Skype minutes per month. Office 365 includes e-mail and social networking services through hosted versions of Exchange Server, Skype for Business Server, SharePoint and Office Online, integration with Yammer, as well as access to the Office software. All of Office 365's components can be managed and configured through an online portal; users can be added manually, imported from a CSV file, or Office 365 can be set up for single sign-on with a local Active Directory using Active Directory Federation Services.

Microsoft 365

Microsoft Outlook is a personal information manager from Microsoft, available as a part of the Microsoft Office suite. Although often used mainly as an email application, it also includes a calendar, task manager, contact manager, note-taker, journal, and web browser.

Outlook

Active Directory (AD) is a Microsoft brand for identity-related capabilities. In the on-premises world, Windows Server AD provides a set of identity capabilities and services, and is hugely popular (88% of Fortune 1000 and 95% of enterprises use AD). This topic includes all things Active Directory including DNS, Group Policy, DFS, troubleshooting, ADFS, and all other topics under the Microsoft AD and identity umbrella.