This article describes the troubleshooting steps for issues when saving Outlook credentials.
Read the Knowledge Base article on How Do I Save My Outlook Password? for the instructions on how to save the password for your Outlook profile.
- If you do not see the Add button in Credentials Manager, you may need to modify the Registry.
Important: Administrator rights are required to edit Windows Registry. This is because it is not safe and you will perform this operation at your own risk.
Edit the registry to make the Add button appear:
- In Windows, click Start > Run. In the command box, type regedit.
- Navigate to HKEY_LOCAL_MACHINE\System\CurrentControlSet\Control\Lsa\
- Find the DisableDomainCreds entry. A value of 1 (enabled) will prevent you from saving new credentials.
- Change the value to 0 and reboot. You should now have the Add button available. Note that the value of 0 is the default value.
- Also check the LmCompatibilityLevel entry. It should be set to 3, which is the default value. If you have another value, change it to 3. If it does not work with 3, then change the value to 2 and retry.
- Reboot the computer to apply changes.
- If the Credential Manager entries disappear each time you reboot the computer, check if the computer is included in the Domain.
- If it is in the Domain, find the domain policies that prevent the computer from saving the entries. You may need to exclude the computer from Domain to save the entries and then safely include it back.
- If it is not included in the Domain, find the local policies that prevent computer from saving entries. You may need to create another Windows user in order to have the ability to save the entries.
- If Outlook keeps prompting for a password after the reboot or logoff/logon, check the Persistence parameter of the entries created in Credential Manager.
- If Persistence is Logon Session, that means that password is saved only for current logon session.
- The correct value for Persistence parameter is Enterprise. There is no way to change Persistence in Credential Manager. You will need to find local settings that prevent credentials from being saved correctly.
Check local/domain security policy settings applied to affected computer and user account. Verify if these settings affect credential persistence by excluding computer from domain or setting all policies to default.
- If Outlook keeps prompting for a password, use Domain\Username format for the User Name field for all entries in Credential Manager. Correct domain and username information can be found in HostPilot > Services > Exchange Mailboxes > Actions > Edit User Info.
- If Outlook keeps prompting for a password, navigate to Account Settings > double-click you account > More Settings > Security tab and make sure the option Always prompt for logon credentials is not checked.
If all the steps above do not resolve the issues, contact your internal support department.