Outlook not syncing after password reset
MD
User jsmith can't sync Outlook after the password reset at 14:02. AD shows unlocked, license is active. Works on OWA fine.
FP
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.
Answer what you already know and I'll run the rest as we go.
MD
OWA confirmed working, password was reset via AD not SSPR, and it's only this user — others on the same tenant are fine.
FP
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.
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.
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.