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Outlook for Mac login failure

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Sophomore

Outlook for Mac login failure

My email application logs me out constantly. I've spent many hours with my email hosting company and with Microsoft and all fingers point back to HughesNet. 

 

I'm using Outlook for Mac v. 15.35 (I was using Office 2011 for Mac, but upgraded -- at $100 a year -- as part of the troubleshooting). The problems have existed when I was on the old satellite but got worse when I switched to Gen5. 

 

I am able to send and receive IMAP mail. But Outlook repeatedly logs me out. Every few minutes I'm typing in a long password. Sometimes I get the message immediately after entering the password. We've changed various settings, performed various resets, and it keeps happening. A tech at Network Solutions (Web.com), which hosts my email server, says the tests he ran suggest it's a "latency" problem where a lag between submitting and authenticating the login information fails. 

 

The error message says "login failed" because "your username/password or security settings may be incorrect," but the password is correct and the other techs have tried any number of changes in security settings.

 

Any others having this problem? Is there any sort of utility to test for this, or better yet fix it? 

1 ACCEPTED SOLUTION

Accepted Solutions
Moderator
Moderator

Re: Outlook for Mac login failure

Good morning Mark,

 

Can't do anything about latency, but just taking a stab in the dark here, you can try disabling Web Acceleration (WAS) before you log in and keeping it off for the duration of checking your e-mail. I'm curious as to whether that will have any effect. Here's how to toggle WAS off and on. Having WAS off is only for temporary use and not for long term use, so please remember to turn it back on when you're done.

 

Visit your System Control Center (SCC) at 192.168.0.1 and click on the "i" icon at the top. 

 

 

 

Click on Web Acceleration in the left hand menu.

 

 

 

Click on Control in the expanded sub-menu.

 

 

 

Uncheck the box next to Web Acceleration Enabled.

 

-Liz

 

 

Please create a new thread in the community if you have a question or need help. Unsolicited Private Messages may not get replies.

View solution in original post

15 REPLIES 15
Sophomore

Re: Outlook for Mac login failure

I tried the solution found at that link -- deleting certain Keychain items -- but I couldn't find any files by the same names as what it recommended deleting. Anyone from Hughes heard of this problem? 

Associate Professor

Re: Outlook for Mac login failure

markobbie,

Depending on your system, there is a known issue with accessing certain services right now in regards to Outlook...  @Liz would be able to tell whether you might be one of the customers that are being impacted by this.

Moderator
Moderator

Re: Outlook for Mac login failure

Hi Mark,

 

I dug into our reports and there have been no other cases lately like yours. I also thought you might be similarly affected like the other group of customers here with e-mail concerns, but after investigating and conferring with our engineers, you seem to have a separate issue. I'm inclined to agree with that Network Solutions tech, that the latency may be causing enough lag to cause authentication problems.

 

-Liz

Please create a new thread in the community if you have a question or need help. Unsolicited Private Messages may not get replies.
Sophomore

Re: Outlook for Mac login failure

Thank you. So what's the solution, short of dumping Outlook (I have too many saved emails to consider that option)? Is there any way to tweak my connection to clear it up? Or does a utility exist that would minimize the problem?

Moderator
Moderator

Re: Outlook for Mac login failure

Good morning Mark,

 

Can't do anything about latency, but just taking a stab in the dark here, you can try disabling Web Acceleration (WAS) before you log in and keeping it off for the duration of checking your e-mail. I'm curious as to whether that will have any effect. Here's how to toggle WAS off and on. Having WAS off is only for temporary use and not for long term use, so please remember to turn it back on when you're done.

 

Visit your System Control Center (SCC) at 192.168.0.1 and click on the "i" icon at the top. 

 

 

 

Click on Web Acceleration in the left hand menu.

 

 

 

Click on Control in the expanded sub-menu.

 

 

 

Uncheck the box next to Web Acceleration Enabled.

 

-Liz

 

 

Please create a new thread in the community if you have a question or need help. Unsolicited Private Messages may not get replies.

View solution in original post

Sophomore

Re: Outlook for Mac login failure

Thank you, Liz. Fingers crossed, but that seems to have done the trick. I've gone more than one hour without a login failure. If it keeps happening, I'll post an update here. But it appears to be making a difference.

 

Because my satellite internet connection isn't all that fast to begin with -- so I already have to settle for less than optimal load times, and rarely bother trying to stream video -- what is the downside to keeping web accelleration control off permanently? 

Sophomore

Re: Outlook for Mac login failure

And ... literally the minute I posted my reply, I got a login failed message. So, NOT solved. 

Moderator
Moderator

Re: Outlook for Mac login failure

Hi Mark,

 

Thank you for the update, I'm sorry to hear that didn't do the trick. As mentioned before, nothing we can do about the latency, but we can look into these slow speeds you're experiencing. Please follow these steps to run tests so we can see what speeds you're getting: http://customer.kb.hughesnet.com/Pages/7001.aspx

 

Most important points:
-do the tests while directly connected to the HughesNet modem
-use the 25MB test file for download speed
-space each test at least 5 minutes apart
-post your results URL here, it may look something like http://testmy.net/quickstats/[yourusername]

 

I see you're currently subject to our Fair Access Policy right now, which certainly will reduce speeds. I'm operating under the impression that you're experiencing slow speeds under normal circumstances. So I've sent you some complimentary tokens so that you may use them to run the speed tests at your convenience. You may receive an e-mailed order confirmation for these free tokens.

 

Your cooperation, patience, and understanding are much appreciated.

 

Please create a new thread in the community if you have a question or need help. Unsolicited Private Messages may not get replies.