Fix: “Outlook cannot log on” error on Windows 10, 8, 7

By: Milan Stanojevic
9 minute read
Outlook error 0x800CCC13

Many users use Outlook as their preferred email client, but sometimes errors such as Outlook cannot log on can appear. This error will prevent you from using Outlook, so today we’re going to show you how to fix it on Windows 10.

Outlook cannot log on error, how to fix it?

Solution 1 – Delete your email account or Outlook profile

According to users, Outlook cannot log on error can appear if there are any problems with your Outlook email or profile. To fix this problem, you just have to find and remove the problematic email account and add it again. To do that, follow these steps:

  1. Open Control Panel. You can do that by pressing Windows Key + S and entering control panel. Now choose Control Panel from the list of results.
  2. When Control Panel opens, navigate to Mail.
  3. Click on Email accounts button.
  4. Locate the problematic account, select it and click on Remove button.
  5. When the confirmation message appears, click on Yes.
  6. After doing that, start Outlook and add your account again.

If removing email accounts doesn’t solve the issue, you can fix the problem simply by removing your Outlook profile. To do that, follow these steps:

  1. Open Control Panel and choose Mail.
  2. Click on Show Profiles button.
  3. Select Outlook profile and click on Remove.
  4. Confirmation message will now appear. Click on Yes to continue.
  5. Once you remove your profile, click on Add.
  6. Now enter the required information.

Several users reported that this is just a temporary solution, so you might have to repeat it if the error message appears again.

Solution 2 – Delete files from Outlook directory

If you’re getting Outlook cannot log on error message, you might be able to solve the problem by removing certain files from Outlook directory. To do that, you need to follow these steps:

  1. Press Windows Key + R and enter %localappdata%. Press Enter or click OK.
  2. Now navigate to Microsoft\Outlook directory. Delete xml and tmp files from that directory.
  3. Now navigate to \16 directory and delete all files from there.

After you delete the files, the problem should be resolved and Outlook will start working again. Several users claim that the problem is caused by AutoD.emailaddress.xml file in %localappdata%\Microsoft\Outlook\16 directory and after deleting it, the issue should be resolved.

Solution 3 – Modify your registry

Your registry allows you to change various settings, and according to users, you might be able to fix this problem simply by making few changes. To modify your registry, do the following:

  1. Press Windows Key + R and enter regedit. Press Enter or click OK.
  2. Optional: Before we start, it’s worth mentioning that modifying the registry can be potentially dangerous. To prevent any additional problems from appearing, it’s always a good idea to back up your registry. You can do that by clicking on File > Export.
    Select All as Export range, choose a safe location for your file, enter a desired name and click on Save.
    After doing that, you’ll have a backup of your registry ready. In case any problems occur after modifying the registry, you can always use the exported file to restore it to the previous state.
  3. In the left pane, navigate to HKEY_CURRENT_USER\Software\Microsoft\Office\x.0\Outlook\Autodiscover. The path to this key might be slightly different depending on the version of Outlook you’re using.

In the right pane, locate ExcludeLastKnownGoodUrl and double click it. Set the Value Data to 1 and click OK to save changes. You should also see ExcludeHttpsRootDomain and ExcludeSrvRecord keys available. Open each key and set its Value data to 1.

After doing that, you need to navigate to %USERPROFILE%\appdata\local\microsoft\outlook directory and remove it or rename it. Now you just have to recreate a user’s profile for Outlook and the problem should be resolved entirely.

Solution 4 – Delete the Outlook key from the registry

According to users, you should be able to fix Outlook cannot log on error simply by removing Outlook key in your registry. To do that, follow these steps:

  1. Start Registry Editor and back up your registry.
  2. Now in the left pane navigate to HKEY_CURRENT_USER\SOFTWARE\Microsoft\Office\16.0\Outlook\Profiles\Outlook key in the left pane.
  3. Right click the Outlook key and choose Delete from the menu.
  4. Confirmation message will appear. Click on Yes to proceed.

After you delete the Outlook key, Outlook settings will restore to default. Now you just have to reconfigure Outlook and the problem should be completely resolved.

Solution 5 – Enable Outlook Anywhere / Exchange Proxy Settings

Users reported Outlook cannot log on error message while trying to migrate to Exchange 2013. It seems that this error appeared while trying to add Exchange account manually to Outlook. It seems that Exchange 2013 doesn’t do RPC natively and it requires RPC over HTTPS. To fix this problem, you just need to enable a single setting by doing the following:

  1. Click on More Settings and go to Connection.
  2. Now enable Outlook Anywhere / Exchange Proxy Settings.

After you enable this option, you just have to save your settings and you’re good to go.

Solution 6 – Let Exchange configure your account

Many users reported Outlook cannot log on error message and to fix it you need to allow Exchange to configure your account. According to users, using the manual mode can cause this problem to appear.

To solve this issue, simply fill in the necessary login information while creating your account and click on Next. Exchange will do all the necessary configuration in the background and your problem should be fixed.

Solution 7 – Edit your account’s .xml file

All your email accounts have their settings in their own .xml file, but if you’re settings are incorrect, you’ll get Outlook cannot log on error. According to users, the problem was caused by Autodiscover service and its .xml file. To fix the problem, you need to do the following:

  1. Open Outlook and create a dummy POP profile with no information.
  2. Now locate Outlook icon in the system tray, press and hold Ctrl key, right click Outlook and choose Test E-Mail AutoConfiguration option.
  3. Enter your email address and password and click the Test button.
  4. If you get a dialog asking you to allow AutoDiscover, be sure to allow it.
  5. If everything is in order, go to XML tab and copy the output. You can do that quickly by pressing Ctrl + A and Ctrl + C.
  6. Now navigate to %localappdata%\Microsoft\Outlook\16 directory. For more information on how to access Local App Data directory, check Solution 2.
  7. Locate the .xml file associated with the problematic account and open it with Notepad.
  8. Delete everything from it, paste the information from the AutoConfiguration Test and save changes.

After doing that, the problem should be resolved and you’ll be able to access Outlook without any issues. Several users are suggesting to make the problematic .xml file read-only in order to ensure that your PC doesn’t modify it. To do that, follow these steps:

  1. Right click the .xml file and choose Properties from the menu.
  2. Now in the Attributes section check Read-only and click on Apply and OK.

Once you set the file to read-only, your PC won’t be able to change it automatically without your knowledge.

Solution 8 – Rename Outlook’s local folder

As we mentioned in one of our previous solutions, you can fix the problem by deleting the files from Outlook’s local folder. However, several users reported that this folder contains no files. To fix the Outlook cannot log on error, you need to find Outlook’s local directory and rename it. To do that, follow these steps:

  1. Navigate to %localAppData%\Microsoft\Outlook directory.
  2. Now locate a directory named 16 and rename it. Depending on the version of Outlook you’re using, the directory could have a different name.

After you rename the 16 directory to something else, Outlook will recreate it and the problem should be resolved.

Solution 9 – Update your DNS records

If you’re using Office 365 for Business with your own domain, you might encounter Outlook cannot log on error. To fix the problem, it’s required that you update your DNS settings. Keep in mind that this solution works only for Office 365 Business users, so if you’re not a Business user, you might want to skip this solution. To change your DNS records, do the following:

  1. Navigate to portal.office.com and open admin control panel.
  2. Now navigate to the Domains page.
  3. Click on Find and fix issues.
  4. Now you’ll see the list of DNS settings that need to be updated for your domain. You can find DNS records for your domain provider at this page.
  5. After updating your DNS records, click on Find and fix issues. If everything is in order, you’ll see Mydomain.com is setup correctly. No action is required message.

After doing that, you just need to delete your Outlook profile and create a new one. After you enter your login information Outlook will automatically configure your account and you’ll be ready to use it. We showed you in Solution 1 how to remove and create new Outlook profile, so be sure to check it out for more instructions. Once again, we have to mention that this solution works only with Office 356 Business, so if you don’t use the Business version, this solution won’t apply to you.

Solution 10 – Use /resetnavpane parameter

According to users, Outlook cannot log on error can occur due to issues with the Navigation Pane and your user profile. To fix the issue, you need to use /resetnavpane parameter. This is relatively simple and you can do it by following these steps:

  1. Press Windows Key + R to open the Run dialog.
  2. Enter Outlook.exe /resetnavpane and press Enter or click OK.

After doing that, Outlook will start and the problem should be resolved.

Solution 11 – Set Outlook not to respond to AutoDiscover

Outlook cannot log on error message can sometimes appear due to AutoDiscover feature. To fix the problem, you need to create your own .xml file. To do that, follow these steps:

  1. Open Notepad.
  2. Paste the following lines:
    • <?xml version=”1.0″ encoding=”utf-8″?>
    • <Autodiscover xmlns=”http://schemas.microsoft.com/exchange/autodiscover/responseschema/2006″>
    • <Response xmlns=”http://schemas.microsoft.com/exchange/autodiscover/outlook/responseschema/2006a”>
    • <Account>
    • <AccountType>email</AccountType>
    • <Action>redirectUrl</Action> <RedirectUrl>https://YOUR_CAS_SERVER_NAME_HERE/autodiscover/autodiscover.xml</RedirectUrl>
    • </Account>
    • </Response>
    • </Autodiscover>
  3. Now go to File > Save as.
  4. Set Save as type to All Files. Now enter test.xml as the File name. Choose the desired location and click on Save.

After doing that, you need to make few changes to your registry. To do that, follow these steps:

  1. Start Registry Editor.
  2. Navigate to HKEY_CURRENT_USER\Software\Microsoft\Office\x.0\Outlook\Autodiscover key in the left pane. In the right pane, right click the empty space and choose New > String value and set its name as your email domain.
  3. Double click the newly created string value and in Value data field enter the location of the test.xml file that you created. Now click on OK to save changes.
  4. Right click the empty space in the right pane and click on New > DWORD (32-bit) Value. Enter PreferLocalXML as the name of the new DWORD.
  5. Double click the PreferLocalXML to open its properties. Set Value data to 1. Click OK to save changes.

This is a bit advanced solution, so if you’re not familiar with Registry Editor or if you don’t feel comfortable modifying your registry, you might want to skip it entirely.

Solution 12 – Enable Prompt for a profile to be used option

According to users, you might be able to fix the problem simply by enabling Prompt for a profile to be used option. To do that, you just have to change your Mail settings by doing the following:

  1. Navigate to Control Panel and choose Mail.
  2. Now click on Show profiles button.
  3. You should now see the list of profiles. Select Prompt for a profile to be used option and click on Apply and OK to save changes.

After doing that, you’ll always get a prompt asking you to choose which profile you want to use when starting Outlook. This is a simple workaround, and after changing this setting the problem should be completely resolved.

Outlook cannot log on can prevent you from starting Outlook and reading your emails, but you should be able to fix it by using one of our solutions.

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