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Dynamics 365 for Outlook Desktop - White Screen at Authentication

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Posted on by CV-27011848-0

PC is Windows 11 Pro, Local User logged in with Work/School account added via Windows Settings. Full Microsoft 365 Office suite is installed and Dynamics 365 app for Outlook has been set up using the setup guide by Microsoft (All permissions have been assigned to target user).

Two weeks ago, this was functioning as expected with being able to open the Dynamics 365 Add-in on Emails and work through it just fine. However, this suddenly stopped as now it prompts to authenticate but stops at a white screen and doesn't continue any further. This can be seen from the attached image. If we try to restart Outlook or the PC, the white screen continues to show up. Here is what we've tried so far with no success:

Created a new profile in Outlook and used this
Cleared Microsoft Edge cache
Cleared browsing history from Control Panel
Added the *.dynamics.com sites to the Trusted Internet Zone
Cleared credentials within Credential Manager
Used the Online Repair function for Microsoft 365 (Reinstalled Office)
Ran the following command: "icacls %userprofile%\Appdata\LocalLow /t /setintegritylevel (OI)(CI)L"
Swapped network connection to mobile hotspot instead

I also wanted to try adding a test account to Outlook that has Dynamics 365 enabled and is working on another computer. However, adding this account prompts us to restart Outlook. Upon doing so, the account does not show up despite multiple attempts to re-add it. I'm not sure what else we can try at this point and appreciate any suggestions! Thank you!

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DH 12 on at

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We started having this exact issue last week. We have sometimes been able to resolve it by resetting Edge and clearing all cookies and history and cache in Edge (even if you don't use Edge) But other users, we have tried a large number of solutions on to no help.

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12 on at

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<#
.SYNOPSIS
    Clears most known browser & Office add-in caches used by Outlook + Dynamics 365 or other modern add-ins.
    Merges IE, Legacy Edge, Edge (Chromium), WebView2, Office Wef, OfficeFileCache, WebCache, etc.

    IMPORTANT: 
    - This will sign users out of websites and add-ins that rely on cached cookies/tokens.
    - Test carefully before deploying org-wide.
#>

# 1) Close Outlook to unlock files and caches
Write-Host "Stopping Outlook..."
Stop-Process -Name outlook -ErrorAction SilentlyContinue -Force

Write-Host "Clearing major browser and Outlook add-in cache folders..."

# ---------------------------------------------------------
# SECTION A: Internet Explorer & Legacy Edge
# ---------------------------------------------------------
$ieLegacyPaths = @(
    # IE / Internet Explorer
    "$env:USERPROFILE\AppData\Local\Microsoft\Windows\INetCache\*",
    "$env:USERPROFILE\AppData\Roaming\Microsoft\Windows\Cookies\*",
    "$env:USERPROFILE\AppData\Local\Microsoft\Windows\History\*",

    # WebCache (IE / Legacy Edge) ESENT database
    "$env:LOCALAPPDATA\Microsoft\Windows\WebCache\*",

    # Legacy Edge (Windows 10)
    "$env:LOCALAPPDATA\Packages\Microsoft.MicrosoftEdge_8wekyb3d8bbwe\AC\Temp\*",
    "$env:LOCALAPPDATA\Packages\Microsoft.MicrosoftEdge_8wekyb3d8bbwe\AC\#!001\MicrosoftEdge\Cache\*",
    "$env:LOCALAPPDATA\Packages\Microsoft.MicrosoftEdge_8wekyb3d8bbwe\AC\#!002\MicrosoftEdge\Cache\*"
)

# ---------------------------------------------------------
# SECTION B: Edge Chromium & Profiles
# ---------------------------------------------------------
$edgeChromiumPaths = @()
$edgeUserDataRoot = "$env:LOCALAPPDATA\Microsoft\Edge\User Data"

if (Test-Path $edgeUserDataRoot) {
    # Find the common profile folders: 'Default', 'Profile 1', 'Profile 2', etc.
    $edgeProfiles = Get-ChildItem -Path $edgeUserDataRoot -Directory -Force | Where-Object {
        $_.Name -match '^Default$|^Profile \d+$'
    }

    foreach ($profile in $edgeProfiles) {
        $edgeChromiumPaths += @(
            "$($profile.FullName)\Cache\*",
            "$($profile.FullName)\Code Cache\*",
            "$($profile.FullName)\GPUCache\*",
            "$($profile.FullName)\Service Worker\CacheStorage\*",
            "$($profile.FullName)\BlobStorage\*"
        )
    }
}

# ---------------------------------------------------------
# SECTION C: WebView2
# (often used by Outlook add-ins, or Office add-ins in general)
# ---------------------------------------------------------
$wv2Paths = @()
$webView2Roots = @(
    "$env:LOCALAPPDATA\Microsoft\EdgeWebView",
    "$env:LOCALAPPDATA\Microsoft\WebView2"
)

foreach ($root in $webView2Roots) {
    if (Test-Path $root) {
        # For each version subfolder, remove EBWebView\Cache, etc.
        $versions = Get-ChildItem -Path $root -Directory -Force -ErrorAction SilentlyContinue
        foreach ($ver in $versions) {
            $cachePath = Join-Path $ver.FullName "EBWebView\Cache\*"
            if (Test-Path $cachePath) {
                $wv2Paths += $cachePath
            }
        }
    }
}

# ---------------------------------------------------------
# SECTION D: Office add-in caches (Wef & OfficeFileCache)
# ---------------------------------------------------------
$officeWefPath = "$env:LOCALAPPDATA\Microsoft\Office\16.0\Wef\*"
$officeFileCache = "$env:LOCALAPPDATA\Microsoft\Office\16.0\OfficeFileCache\*"

# Combine all cache paths
$allCachePaths = $ieLegacyPaths + $edgeChromiumPaths + $wv2Paths + $officeWefPath + $officeFileCache

# ---------------------------------------------------------
# REMOVE THEM ALL
# ---------------------------------------------------------
foreach ($path in $allCachePaths) {
    if (Test-Path $path) {
        try {
            Remove-Item $path -Recurse -Force -ErrorAction SilentlyContinue
            Write-Host "Cleared: $path"
        } catch {
            Write-Warning "Failed to clear: $path. Error: $_"
        }
    }
}

Write-Host "`nAll done. Browser + add-in caches cleared, Restart Outlook."

This clear the cache causing the issue. The issue will return it seems, but running this each time a user has issues has resolved it.

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CA-03021730-0 3 on at

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My clients are also experience a very similar issue as of last week. It is happening primarily with the old version of outlook, but the new version of outlook, or outlook webmail seems to be problematic. As a workaround, users have to use Outlook Webmail (at this time), but the Dynamics 365 Plug-in only appears if in Reading Pane mode. If they open the email in full screen mode, the Dynamics Plug-in does not work. It seems like a session issue, of some sort. I do know that my clients will not move to new outlook at this time, so I'm hoping this isn't the only solution.

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CU03022354-0 15 on at

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Had this issue that I have spent hours working on and to the point that I have to examine the cookies. The fix was to delete everything under: %LOCALAPPDATA%\Microsoft\Office\16.0\Wef\ . Please ensure to close all office application then delete all the files and folder under that directory then start outlook and re-login to D365 add-in and you should be golden.

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DH 12 on at

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Yes, we are seeing that completely emptying the Microsoft\Office\16.0\Wef\ folder resolves the issue, but only temporary. The issue returns, normally within a 12 hour or less period. We are having to repeatedly empty that folder for users over and over as they have the issue again.

Has anyone come across a more permanent fix yet? Or found out what update/patch is causing this issue?

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DE-10111145-0 2 on at

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Is there a permanent solution to this problem, or is the current workaround the only option that helps affected users?
In addition to the pop-up issue, emails that the user is currently writing are also displayed as blank.
Synchronizing emails now takes minutes – it used to be instantaneous.

Does anyone have a clue or know why this problem is occurring?

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