All posts by CPU MD

Outlook constantly asking for credentials KB103925

KB103925

Description:  Outlook constantly asking for credentials

Common customer description:

“Outlook keeps asking for my password and I keep entering it but it never works!”

Probing questions:

When did this start?
Any other users have the same problem?
Can you still get into OWA?
Have you reset your password recently?
Do you have anything else constantly asking for a password like a mapped drive?


Steps to isolate:

Remotely connect to computer.
Check if OWA works.
Use same credentials in Outlook.

Steps to resolve:

Verify you can access OWA.  If you can’t access OWA using their credentials check Active Directory for the account being locked.  If it is locked then unlock it and test OWA.  If you can get into OWA find out if there are other devices that gather email like a cell phone or tablet.  If there is another device gathering email and is using the wrong password the AD account will get locked out.

If the account in Active Directory is unlocked already, make sure the username is correct.  If the username is correct for OWA then reset the user’s password with their permission.  If you can now get into OWA try the new password in Outlook after verifying the username is correct for it as well.

Additional considerations:

If the above does not apply because they use a third party email provider, you will need access to that providers admin section.  Most times this happens a password has recently been reset.

Outlook always on top covering even new email KB103923

KB103923

Description:  Outlook always on top covering even a new email

Common customer description:

“Outlook is always on top unless I minimize it.”
“I can’t see anything behind Outlook unless I minimize it.”

Probing questions:

When did this start?
Has anything changed recently?
Were any updates or plugins added?

Steps to isolate:

Connect to computer.
Verify that Outlook covers everything.

Steps to resolve:

While in Outlook click on File, Options, Add-ins manage:COM Add-ins and Click on Go.

Then find MS Outlook Social Connector and uncheck mark it.

Click OK and close Outlook.

Reopen Outlook and problem should be solved.

Additional considerations:

The MS Outlook Social Connector add-on causes Outlook to be always at the very front in expectance that something new will be updated or arrive to easily make the user aware.

CAL Licenses no longer installed KB103921

KB103921

Description:  CAL Licenses no longer installed

Common customer description:

“Only 5 people can log into their computers at a time.”
“Only a few people can access email or shared folders at a time.”

Probing questions:

When did this start?
Has anything change recently?
How is drive space on the server?

Steps to isolate:

Connect to the PDC server.
Check the drive space.
Check ticketing system to see if anyone recently cleaned the C: drive because it had filled up.

Steps to resolve:

To start with clean up the C: drive, make sure there is plenty of free space.

Then copy the c:windowssystem32licstr.cpa file to the desktop.

Next, go to Admin Tools, click on License, click on Restore License, follow the prompts and find the autolicstr.cpa in c:windowssystem32 folder and finish.

This will put the licenses back to the way they were before. Now if everything went well, just delete the file you saved to the desktop and done.

Additional considerations:

Cause: The server has very low or no C: space left.  If the server runs out of C: space and Windows tries to backup the CAL license database, it will stop and just default back to the original 5 licenses because there isn’t enough space for the backup file.