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.

  • Download and run Save Outlook Credentials tool. This tool runs a set of manual changes programmatically such as addition correct entries to your credential manager. Click here to download Save Outlook Credentials tool.
    • 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.

    Always prompt for logon credentials

  • If Outlook keeps prompting for a password after the reboot or logoff/logon, check the Persistence parameter of the entries created in Windows Control Panel > Credential Manager > Windows Credentials.
    • 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 you do not see the Add button in Credentials Manager, you may need to modify the Registry.
    Important:  Back up the registry first and be careful when making any changes to it as any incorrect action may result in the OS crash.
    Edit the registry to make the Add button appear:
    1. In Windows, click Start > Run. In the command box, type regedit.
    2. Navigate to HKEY_LOCAL_MACHINE\System\CurrentControlSet\Control\Lsa\
    3. Find the DisableDomainCreds entry. A value of 1 (enabled) will prevent you from saving new credentials.
    4. 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.
    5. 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.
      Registry keys to check
    6. 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 users have their email addresses as a local AD logins, then Outlook may keep prompting them for a password. In this case 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 all the steps above do not resolve the issues, contact your internal support department.

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