Troubleshooting Email Access Problems

Overview

If you can no longer access your Acadia email, or you receive an error when opening Outlook or another email application, the issue is often related to saved credentials, authentication, or account configuration.

This article outlines the most common causes and provides steps to restore access.

Before You Begin

First, determine whether the issue affects your Microsoft 365 account or only a specific email application.

  1. Open your preferred web browser.
  2. Sign in to your Microsoft 365 account.
  3. Open Outlook.

If you can successfully sign in and access your email through Outlook on the web, your account is working correctly and the problem is likely with the application or device you are using.

If you cannot sign in to Microsoft 365, contact the Technology Services Service Desk for assistance.

Common Causes

Email access problems are commonly caused by:

  • An expired or changed password
  • Outdated saved credentials
  • An email application that no longer supports modern authentication
  • Corrupted account settings
  • A temporary authentication issue
  • Network connectivity problems

Solution 1: Remove and Re-add Your Email Account

The most common solution is to remove your Acadia account from the affected email application and add it again.

This refreshes the authentication information and often resolves sign-in problems.

Remove the Account

  1. Open the email application's Settings.
  2. Locate the list of configured email accounts.
  3. Select your Acadia account.
  4. Choose Remove, Delete, or Remove Account.

Removing the account from your device does not delete your email from Microsoft 365.

Add the Account Again

After removing the account, add it again using your Acadia email address and password.

Refer to the appropriate setup guide for your device or application.

Solution 2: Use Outlook on the Web

If the desktop or mobile application is not working, you can continue accessing your email through Outlook on the web.

  1. Sign in to your Microsoft 365 account.
  2. Open Outlook.
  3. Continue working while troubleshooting the application on your device.

This ensures uninterrupted access to your email.

Solution 3: Restart the Application or Device

Sometimes a simple restart resolves temporary authentication or connectivity issues.

Try:

  • Closing and reopening Outlook.
  • Restarting your computer or mobile device.
  • Signing out and signing back into Microsoft 365.

Solution 4: Verify Your Password

If you recently changed your Acadia password:

  • Sign out of Outlook and other Microsoft 365 applications.
  • Sign in again using your new password.
  • Update the saved password on all computers and mobile devices that access your Acadia email.

Troubleshooting

I can access email in my browser but not in Outlook.

This usually indicates a problem with the Outlook profile or saved authentication credentials.

Removing and re-adding your account typically resolves the issue.

Outlook keeps asking for my password.

Possible causes include:

  • Incorrect saved credentials
  • An expired authentication token
  • A recently changed password
  • An outdated Outlook version

Ensure Outlook is fully updated and sign in again.

My phone or tablet stopped receiving email.

If email stopped syncing after a password change:

  • Remove your Acadia account from the device.
  • Add it again using your current password.

I receive a message that my account is blocked or cannot authenticate.

Verify that you can successfully sign in to Microsoft 365 through your web browser.

If you cannot sign in, contact the Technology Services Service Desk.

Best Practices

  • Keep Outlook and your operating system up to date.
  • Use Microsoft Outlook where possible, as it provides the best compatibility with Microsoft 365.
  • Update your password on all devices after changing it.
  • Remove old or unused email accounts from your devices.
  • Enable Multi-Factor Authentication (MFA) if available.

Still Need Help?

If you continue to experience problems after following these steps, contact the Technology Services Service Desk.

When requesting assistance, please provide:

  • The device you are using
  • The email application (Outlook, Apple Mail, Android Mail, etc.)
  • Any error messages you receive
  • Whether you can access Outlook on the web
  • Whether you recently changed your password

 

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