Select the product you need help with
- Internet Explorer
- Windows Phone
- More products
Lync 2010 or Lync 2013 continuously asks for credentials after signing in
Article ID: 2298541 - View products that this article applies to.
Not sure what release of Office 365 you're using? Go to the following Microsoft website:
Am I using Office 365 after the service upgrade?
When you try to access Microsoft Lync Online by using Microsoft Lync 2010 or Microsoft Lync 2013, you're repeatedly prompted to provide a user name and a password to connect to Microsoft Exchange.
Outlook integration failure
If Lync doesn't integrate automatically with Outlook, Lync prompts for credentials to be able to connect with your Exchange mailbox.
For more information about how to resolve typical Outlook integration errors, click the following article numbers to view the articles in the Microsoft Knowledge Base:
(http://support.microsoft.com/kb/2436962/ )“There was a problem connecting to Microsoft Office Outlook. The email address used in your default Outlook profile is different" error message when you sign in to Lync Online
(http://support.microsoft.com/kb/2787614/ )You receive error messages that you can’t connect to the Exchange Server or Exchange Web Services when you try to sign in to Lync Online
2787613Exchange Server or Exchange Web Services is unavailable
(http://support.microsoft.com/kb/2787613/ )“There was a problem connecting to Microsoft Office Outlook. Outlook is not installed or configured correctly" error message when you sign in to Lync Online with Lync 2010
If Exchange Server or Exchange Web Services are unavailable, this causes Lync to continuously ask for credentials because Lync can't contact Exchange for authentication. To resolve this issue, verify that Outlook has connectivity to the mailbox. And, if Outlook can't connect to Exchange, troubleshoot the issue as an Exchange connectivity issue.
Another way to determine whether Exchange Web Services is down is to see whether Outlook can connect to the Free/Busy service. To validate this connectivity, create a new meeting invitation, invite several attendees, and use the Scheduling Assistant to see their Free/Busy status. If Exchange Web Services is down, the Scheduling Assistant indicates that the status information is unavailable for all the attendees.
Proxy or firewall blocking issues
If a firewall or a proxy is blocking Lync from connecting to the Exchange Web Services, you may experience symptoms such as credential prompts, stale Address Book Service (ABS), and intermittent free/busy presence issues. To resolve this, verify that the user has the correct proxy configured in Windows Internet Explorer. To do this in Internet Explorer, click Tools, click Internet Options, click Connections, and then click LAN Settings.
Ports 443, 5060, and 5061 must be open on the firewall and on proxy servers to enable traffic to pass freely.
For more information about firewall or proxy issues in an Office 365 environment, click the following article number to view the article in the Microsoft Knowledge Base:
(http://support.microsoft.com/kb/2409256/ )You can't connect to Lync Online, or certain features don't work, because an on-premises firewall blocks the connection
This issue can occur for multiple reasons, and in certain scenarios, this is expected behavior. Lync generally only prompts you for credentials after you are logged in when it must connect Lync to an external service such as the Microsoft Exchange Free/Busy service or the Exchange Calendar service.
In most cases, if Lync does prompt you for credentials, Lync prompts you three times to connect to various Exchange Web Services. If Lync continues to ask for credentials after three separate dialog prompts, there's likely an issue with Outlook integration or with the Exchange services themselves.
If you try to use a federated account on a domain-joined computer that is logged into a network, the credentials should be detected automatically. However, if you're prompted, enter the credentials as follows:
Lync will generally prompt for the following reasons:
Still need help? Go to the Office 365 Community
Article ID: 2298541 - Last Review: May 15, 2013 - Revision: 32.0