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
  
   
• Select Account Settings
• Click your email and then click Remove
  
  • 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.