Troubleshooting

Outlook disconnects from your mailbox and you cannot get it to reconnect

Windows:
Solution 1
  • First reboot your computer
  • Open Outlook and when prompted enter your A-State credentials
Solution 2
  • Close Outlook
  • Open Windows Credential Manager and remove any credentials that refer to Outlook
  • Open Windows Settings and select Accounts and then select Access work or school
  • Select your A-State account and click on Disconnect
    • If it takes more than a couple of minutes to disconnect your account, please reboot your computer and then attempt to disconnect your account again.
  • Open Outlook and when prompted enter your A-State credentials
Solution 3
  • Open Outlook and Select File at the top left
    Account Settings Windows Outlook.jpg
     
  • Select Account Settings
  • Click your email and then click Remove
    Email Removal Windows Outlook.jpg
    • If you receive an error message asking for a Data File to be created, click the Data Files tab, click New, and in the pop-up window, click Ok
  • Once removed, click New
  • Enter your A-State credentials when prompted
    • If you are asked to pick an account type, choose Work or School
    • Authenticate with Duo like normal, if prompted
  • Once you have signed in, close Outlook and reopen it. It make take several minutes for your content to populate
Checking your version of Office
  • Click File
  • Click Office Account
  • Look for Product Information. This should include the year of the version installed.
    • If the version installed is 2013 or earlier, you can submit a work order ticket by signing in to my.astate and selecting Help Desk Ticket
Mac:
  • Click Outlook at the top left of your screen. This is by the Apple logo.
  • Click Preferences
  • Click Accounts
  • Make sure your A-State account is selected, and click the minus sign (-) in the bottom left
  • Once removed, click the plus sign (+)
    • You may have to click New Account
  • Enter your A-State credentials
    • If you are asked to pick an account type, choose Work or School
    • Authenticate with Duo like normal if prompted
  • Click Done
Checking your version of Office
  • Click Outlook at the top left of your screen. This is by the Apple logo.
  • Click About Outlook
    • If the version installed is 2013 or earlier, you can submit a work order ticket by signing in to my.astate and selecting Help Desk Ticket.
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