#001HighMicrosoft 365 administrationDifficulty 1/3
Sarah cannot access Outlook
Reported by Sarah Lin, Studio Manager
Intake
Sarah's Outlook shows 'Need Password' in the status bar and keeps prompting for credentials. Webmail in a browser works fine. Nobody else is affected.
Evidence gathered
- ▸Outlook status bar: 'Disconnected — Need Password'
- ▸Outlook Web Access signs in successfully on the same laptop
- ▸Entra sign-in logs: repeated failures from the Outlook desktop client, error 'session revoked'
- ▸Sarah changed her password yesterday after the MFA (Multi-Factor Authentication) rollout
Guided diagnosis
1. Webmail works but the desktop client does not. What does that tell you?
2. She changed her password yesterday. Which cached item most likely holds the old one?
3. What is the correct fix sequence?
4. How should the ticket be verified?