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  • microsoft-365-l1-desktop-support-authentication-login-troubleshooting


     

    microsoft-365-l1-desktop-support-authentication-login-troubleshooting

     


    Microsoft-365-L1-Desktop-Support-guide


    This article is designed as a practical, real-world L1 Desktop Support guide focused on troubleshooting Microsoft Outlook within a Microsoft 365 and Exchange Online environment. The goal is to help support engineers understand not just what to fix, but how to think during real helpdesk scenarios — from basic configuration to admin-level checks. Each section is structured around common ticket categories faced in enterprise environments. Whether you are preparing for an IT support role, improving troubleshooting workflow, or strengthening Microsoft 365 operational knowledge, this series will provide structured, actionable guidance. The content bridges the gap between end-user issues and Microsoft 365 Admin Center/Exchange Online workflows used by support teams daily. Outlook License Issue

    I will write article on each topic for single single blog -


    I’ll break into real helpdesk categories:

    1. Account & License Management
    2. Outlook Configuration
    3. Send/Receive Issues
    4. Profile & OST/PST Issues
    5. Performance Issues
    6. Mailbox & Storage
    7. Archive & Backup
    8. Exchange Admin Checks
    9. Authentication/Login Problems
    10. Common Errors & Fixes

     

    Today we will see step by step Account & License Management  

     

    Login / Authentication Issues

     

    As per ITIL approach -

    Step 1 - user verification 
    step 2 - Initial L1 checks
    step 3 - TroubleShooting
    step 4 - Escalation 



    Symptoms:

     
    Password popup
    Cannot connect to server



    Checks:

     
    Account locked -- go to question 1
    MFA enabled
    License expired -- go to question 1
    Cached credentials 



    Fix:

    Control Panel → Credential Manager
    → Windows Credentials
    → Remove:
    MicrosoftOffice
    Outlook
    ADAL
    MS Teams
    Exchange entries

    Restart Outlook.


    👤 Fix 2 — Re-login Account

    File → Office Account
    Sign out
    Close Outlook
    Open Outlook → Sign in again


    🧾 Fix 3 — Check Web Login

    Login:
    https://outlook.office.com

    If Web works → Outlook profile / credential issue.



    🧱 Fix 4 — Create New Outlook Profile

     
    Control Panel → Mail
    → Show Profiles
    → Add new profile



    🔐 Fix 5 — MFA Re-authentication (multi factor re-authentication)

    Remove account from:
    Settings → Accounts → Access Work or School
    Add again






    Disclaimer



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