Support News

Office 365 - Outlook for Mac 2016 experiencing multiple issues on latest patch versions (15.29 & 15.30)

Posted: 2017-01-20 13:03:04   Expiration: 2017-03-05 13:03:04

Disclaimer: This news item was originally posted on 2017-01-20 13:03:04. Its content may no longer be timely or accurate.

There has been a recent stream of issues that Microsoft believes are being caused by the latest patch versions of Outlook for Mac 2016.

These issues include, but are not limited to:

  • Issues configuring your account initially
  • Continual NetID authentication prompts from the client
  • An inability to send or receive email from the client

Microsoft has stated that a new patch to resolve the above issues should be available by mid-February. We will continue to update you with new information.

2/23/16 - status: Microsoft has released a new patch/update to Outlook, version 15.31, which should resolve this issue. Please update your client to this version and if you had disabled automatic updates, please re-enable this feature.

Workarounds

  •  Option 1: Desktop client

    • Delete Cached Preferences

      1. Quit Outlook
      2. Open Terminal (click the Spotlight search glass in the top right corner and type terminal).
      3. Type: defaults delete com.microsoft.Outlook (to delete the old preferences).
      4. Type: killall cfprefsd (to kill the cached prefs).
      5. Quit Terminal.
      6. Launch Outlook and check.

  •  Option 2: Keychain Access

    • Remove/Delete related keychain entries

      1. Quit Outlook
      2. Open Keychain Access (Finder > Go > Utilities > Keychain Access).
      3. Select All Items on the left hand pane.
      4. Search for "Exchange" and delete all the Exchange entries except "Private Key".
      5. Search for "Adal" and delete all the entries for Adal.
      6. Search for "Identity" and delete all the entries for Identity.
      7. Search for "Office" and delete all the entries for Office.
      8. Quit Keychain Access.
      9. Launch Outlook and check.

  •  Option 3: Rollback patch

    • Roll back to the latest stable patch of Outlook for Mac 2016

      1. Uninstall Microsoft Office.
      2. Open Keychain Access (Finder > Go > Utilities > Keychain Access).
      3. In Keychain Access, in the search field, enter 'Exchange'.
      4. In the search results, select each item to view the account that is listed at the top, then press the Delete key. Repeat this step to delete all keychain entries related to your Exchange account.
      5. In the search field, enter 'adal'.
      6. Select all items similar to MicrosoftOffice15_2_Data:ADAL:, and then press the Delete key.
      7. In the search field, enter 'office'.
      8. Select the items that are named Microsoft Office Identities Cache 2 and Microsoft Office Identites Settings 2, and then press the Delete key.
      9. Quit Keychain Access.
      10. Restart the machine.
      11. Download and install the latest stable patch (15.28).
        • - Scroll down to 'Method 2: Microsoft Download Center' and click Download the Outlook package now.
        • - Run the installer, you will be prompted to activate Office and configure your account.
      12. Open Outlook and navigate to Help > Check for Updates. Select the setting to check for updates manually.
        • Important: Once the new patch has been released, please change this setting back to check for updates automatically.
      13. Confirm you are running version 15.28 by following this document: Microsoft 365 - What version of Microsoft Office/Outlook am I using?. If you are not, please contact the DoIT Help Desk.
      14. Download and install all other Office applications that you want to have.
        • - Scroll down to 'Method 2: Microsoft Download Center' and click to download each application. Important: Do not download the AutoUpdater.

  •  Option 4: Outlook on the web

    • Access your email only via Outlook on the web until the patch has been released

      Outlook on the web is working as expected.


  •  Option 5: Desktop client - upgrade to beta version

    • Some users may be able to upgrade to the latest beta-version of Outlook for the Mac. Important: Beta versions version do not have full support.

      1. Start Outlook.
      2. Go to Help | Check for Updates.
      3. Click "Join the Office Insiders program".
      4. Click "Office Insider Fast" from the 'how you get Insider builds' select box.
      5. Quit Terminal.
      6. Update Outlook when prompted.

If you have questions or need help with any of the above, please contact the DoIT Help Desk.

-- UW-Madison Office 365 Service and Support Team