"Logon failure: Unknown user name or bad password" when sending or receiving email in Entourage


When you try to send or receive email in Entourage for Mac 2008, you receive the following error message:

The server for account Account_Name returned the error "Logon failure: Unknown user name or bad password. Your username/password or security settings may be incorrect. Would you like to try re-entering your password?"


To resolve the issue, follow these steps:

  1. Open Entourage.
  2. On the toolbar, click Account_Name on the Send/Receive drop-down menu.

If this does not work, try the following troubleshooting steps.

Step 1: Verify that you can connect on the web

First, test to see whether you can sign in by using the email provider's web-based application. For example, if you have a Gmail account, visit gmail.com, and then sign in.

If you can sign in, go to the next step. If you cannot sign in, contact your Internet service provider to obtain the correct user name and the password.  

Step 2: Re-enter your user name and your password

  1. Open Entourage.
  2. On the Tools menu, click Accounts.
  3. Open your email account.
  4. Make sure that the correct email account information has been entered in all the fields.  
  5. Verify that the listed POP, IMAP, or Exchange server and the SMTP Outgoing server entries are correct. 
  6. Click OK to close the Edit Account window, then close the Accounts dialog box.
If the account settings are correct, go to the next step.

Step 3: Create a new user account

Sometimes, a specific user's information may become corrupted. This can cause problems when you install or use an application. To determine whether this is the case, you can log on as a different user or create a new user account, and then test an application. 

For more information how to create a new user account, click the following article number to view the article in the Microsoft Knowledge Base:

2439218 Testing your user account to troubleshoot Office for Mac applications

If Entourage works when you use a new user account, you have to troubleshoot your keychain. See the following Apple Support documents for more information:
If the new user account does not work, contact Apple or your Internet service provider to help get the account set up and tested in Apple Mail.

Note: Microsoft Customer Support Services does not reset or repair the keychain, as such activity can affect all other applications and network issues on the Mac. For help getting the keychain repaired or reset, contact Apple customer support.


رقم الموضوع: 2512639 - آخر مراجعة: 11‏/03‏/2011 - المراجعة: 1