Outlook: Troubleshooting Access to Shared Emails

For those experiencing the "Access Denied" error message when trying to access shared mailboxes in the New Outlook, the only current workaround for this issue is to revert and use Classic Outlook or Outlook on the Web in a browser. Alternatively, here are steps for potential fixes in clearing Outlook's cache to continue using the desktop applications.

Troubleshooting on Windows

Clearing Cached Credentials in Credential Manager

1. Click on the search icon on the Windows taskbar and type "credential manager".
2. Delete all cached credentials under "Windows credentials" in the credential manager (leave the Adobe entries). 
3. Go to the system settings and reset the Outlook app by clicking apps > installed apps and advanced options under Outlook (this button might be found when pressing the three dots to the right of the Outlook app). Click repair.
4. Restart the computer and sign in again.

Troubleshooting on Mac

Clearing Cache in Outlook

1. Open New Outlook and navigate to Tools > Accounts...
2. Make sure you are on the account you would like to reset. Press the > icon.
3. Click Manage which should open a dropdown menu.
4. Click Reset Account. Your Outlook will be required to restart, so click Restart Now.

Clearing Password Credentials in Keychain Access

1. Go to Finder > Applications > Utilities > Keychain Access.
2. On the top right hand of the window is the search bar where you will type in "Outlook". When searching for these Outlook entries, make sure that you check entry results for both "System" and "login" to make sure that you don't miss any. These options are on the left side bar under "Default Keychains" and "System Keychains".
3. Select all entries that show up from the search. You can select the entry at the top of the list, press and hold the shift key on the keyboard and select the entry at the bottom to select all of them at once.
4. On the menu bar at the top of the screen, click Edit > Delete and confirm by clicking the Delete button.
5. Restart your device.

Please visit or email the Help Desk at ischool-support@illinois.edu if these tips don't resolve the issue!