Pilot
Tickets 14
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Active
Outlook not syncing after password reset
CW #48291 · Acme Corp
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Office 365 license reassignment
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CW #48291 Acme Corp · jsmith@acme.com · P2 · Service board
Outlook not syncing after password reset
MD
You
User jsmith can't sync Outlook after the password reset at 14:02. AD shows unlocked, license is active. Works on OWA fine.
FP
FlowPilot
Classic pattern after a password reset when OWA works but Outlook doesn't — the stale auth token on the client hasn't been invalidated, or the Autodiscover cache is pointing at the old credential state. I've pushed a few questions and diagnostic checks to the task lane to narrow it.
Answer what you already know and I'll run the rest as we go.
MD
You
OWA confirmed working, password was reset via AD not SSPR, and it's only this user — others on the same tenant are fine.
FP
FlowPilot
Got it — I've promoted those three facts into What we know. That narrows it to a client-side token/cache issue, not tenant or license.
The Autodiscover check is the fastest way to confirm. Run Test-OutlookConnectivity -Identity jsmith from the DC, or click the check in the task lane.
Tasks
3 / 7 answered
What we know
4
✓
OWA login and send/receive confirmed working for jsmith
from question · rules out tenant/license
✓
Password reset performed via AD (not SSPR) at 14:02 today
from question
✓
Issue is isolated to one user — other Acme users syncing normally
from question · rules out tenant-wide
✓
AD account is unlocked, Exchange Online license is active and assigned
from diagnostic check · Get-ADUser + Get-MsolUser
Questions
2 unanswered
Is the user running Outlook in cached mode or online mode?
Cached mode hits the OST file first — this can mask an auth failure for minutes or hours. Online mode fails instantly.
Has the user tried signing out of Office and back in, or is Outlook still running from before the reset?
If Outlook has been running continuously, it may be holding the pre-reset token. Restart usually forces re-auth.
Are other users on the same tenant affected?
Answered · isolated to jsmith (promoted to What we know)
Diagnostic checks
1 / 3 run
Test-OutlookConnectivity -Identity jsmith
Probes Autodiscover + EWS endpoints from the DC — confirms whether the gateway is responding correctly to this user's request.
Get-MailboxStatistics jsmith
Shows last sync activity timestamp and item count — confirms whether the mailbox itself is receiving new mail server-side.
Get-ADUser + Get-MsolUser
Complete · findings promoted to What we know
Suggested fix
94% confidence
Clear cached credentials + rebuild Outlook profile
Script template from your verified library · removes the stale token from Credential Manager, clears the Autodiscover cache, and triggers a profile rebuild on next launch. Matches 3 resolved sessions in your team wiki.
Summary preview is open →
Resolution note preview
Generated from What we know + resolution action
Will post to CW #48291 · status will change to Resolved
Problem
User jsmith@acme.com unable to sync Outlook desktop following AD password reset at 14:02. OWA functioning normally.
What we confirmed

- OWA login and mail flow working for affected user
- Password reset performed via AD (not SSPR)
- Issue isolated to single user — tenant-wide sync healthy
- AD unlocked, Exchange Online license active

Root cause
Stale cached credential in Windows Credential Manager holding the pre-reset authentication token, preventing Outlook from completing the new auth handshake.
Resolution
Cleared cached credentials via rundll32.exe keymgr.dll, removed the Autodiscover cache entry, and rebuilt the Outlook profile. Sync resumed within 30 seconds of profile reload.