Your user credentials have not been properly saved in Outlook
Posted by Jim Beveridge, Last modified by Jim Beveridge on 12 October 2014 06:17 PM

(Applies to: Epienter Server)

Problem: Epicenter gives you an error message such as this:
Unable to load 'Offline Global Address List'. This may mean that your user credentials have not been properly saved in Outlook. You must be able to run Outlook without entering the username/password.

This problem is most common with Office 365 and other Hosted Exchange envronments.

Cause: Authentication failure. Your username/password for Outlook must be saved in Windows.

Solution: If your Exchange Server requests your username and password when you start Outlook, then scheduled updates will not work. Leaving Outlook running will not help because scheduled Epicenter updates do not run on the Desktop. You must configure Outlook to run without requesting the username and password. See the section in the manual on Outlook Passwords.

To reenter the credentials, do this:

  • Start Outlook
  • A window should open asking for your User Name and Password.
  • Enter your username and password.
  • Click the "Remember my credentials" checkbox.
  • Click OK.
  • Look at the bottom of the Outlook window and make sure it says "Connected to Microsoft Exchange." Since Outlook caches the mailbox, it can appear to work even if your username and password are wrong.
  • Close Outlook.
  • Try Epicenter again.

If it still doesn't work, try erasing your current credentials:

  • Close Epicenter Server
  • Go to Control Panel > User Accounts > Manage Your Credentials.
  • Under Generic Credentials, click the line starting with MS.Outlook.
  • Click "Remove from vault."
  • Restart Epicenter Server
  • Follow the instructions above to reenter your credentials in Outlook.


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