November 07, 11:38am GMT

Good Morning,

We have received multiple reports of users experiencing repeated password prompts when using their Outlook clients.

We are investigating this further as we speak, and we will aim to provide a further update as soon as possible.

To help us investigate further, if not done so already please can you raise a ticket along with a list of affected mailboxes, and also the results when attempting to login via the OWA.

November 07, 12:45pm GMT

Good Afternoon,

After further investigation from our Hosted Services Team, they identified a server which was causing this behaviour, and have made changes to mitigate this issue.

Please can you have the affected users restart their devices and retest?

If the issue persists, let us know along with example users, and we will investigate further.

November 07, 5:41pm GMT

Good Afternoon,

Since the changes implemented by our Hosted Services Team, we have seen success with users being able to connect to Outlook again, after restarting their devices and Outlook clients.

We have noticed however that there are still some ongoing cases with users continually being prompted for passwords, despite performing a restart.

If you are still affected and not done so already, please can you try recreating the Outlook Profile (if possible) and also provide us with the specific users affected, for further investigation.

We appreciate your patience with this, and if you have any further queries, let us know.

November 08, 9:33am GMT

Good morning,

We are still getting reports of customers affected by this issue.

For those of you affected can you please do the following:

Check if the affected users can access the OWA.

Irrespective of if they can or not, when you raise a ticket or similar, please provide a few example users affected so we can pass this to our exchange team.

We are continuing to work on this as a priority.

Our apologies for the inconvenience.

November 08, 12:11pm GMT

Good afternoon,

Our current attempts to replicate the fault in test environments are proving difficult as the tests seem to show everything working as expected.

We're now expanding our investigations; can you please provide the below information if your clients are still affected.

- ISP or Mobile carriers for affected users.

- Geographical location of affected users.

Our apologies for the inconvenience caused.

Giacom - Service Desk

November 08, 4:32pm GMT

November 16, 11:01am GMT

Good Morning,

We apologise for the delay in providing a further update regarding this issue.

We have since seen a significant drop in reports of the password prompts affecting mailboxes. 

Despite this, we are still aware of cases in which this is still occurring.

Upon further investigation, we are seeing a correlation in that mailboxes which have delegate access to another mailbox(es).

If you still have examples of this issue occurring, please can you check to see if they have delegate permissions to other mailboxes, and if so, please remove the delegate permissions from the affected user, allow an hour and then retest.

If you find the password prompts stop occurring, please can you then re-apply the delegate permissions, allow an hour and then check to see if the password prompts come back.

After this testing has been completed, please can you reply with the user being tested with, along with the results? This will greatly help our Hosted Infrastructure Team in their investigation.

November 24, 4:24pm GMT

Good Afternoon,

After further monitoring we have not received any new reports of users being affected by this issue, and we have also had confirmations from a high amount of affected users, in that they are no longer experiencing password prompts within their mail clients.

If you are still experiencing this issue after a profile recreation, please let us know, along with the names of the affected users and we will investigate further.