Domain Prefix before Email address when connecting Office 365 email to Outlook app

Oliver Lennox 106

Hi there,

We have a client who was using Azure AD sync to connect their O365 tenancy to a local domain controller. The DC has long since gone and they have been cloud only for several years now. The Set-MsolDirSyncEnabled flag has been disabled in O365 Azure to say it's no longer linked.

On the whole, everything is working fine except when users sign into Outlook for the first time where they are prompted to login with the username "OLDDOMAIN\email@mathieu.company .com". This is confusing for the users and is breaking the policy which should be silently signing users into Outlook automatically.

Does anyone know how to fix this? I thought it would be something going on in Azure AD but now I'm wondering if it might be an Exchange Online issue?

Kael Yao-MSFT 37,491 Reputation points Microsoft Vendor

2021-02-08T08:53:47.637+00:00

Hi, @Oliver Lennox
I would suggest first run a Test E-mail Autoconfiguration via Outlook client to check if there is anything wrong with autodiscover.
And have you removed the Outlook credentials in credential manager?

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Oliver Lennox 106 Reputation points

2021-02-08T08:59:11.45+00:00

Hi Kael,

This is affecting all users, not just one account?
E. Rottier 1 Reputation point

2021-02-10T10:04:44.203+00:00

I have the same issue, but kind of different.

My login prompt is NETBIOSDOMAINNAME\UPN (or e-mail)
This only is an issue on my Intune Azure AD only-joined devices with Outlook 365. No local AD domain-join for those laptops.

So if my domain is tailspin.com, my domain netbios name could be TS.
In this case what I see is: TS\my.name@tailspin.com as the login name.

My environment is a hybrid one, because of Teams, but out (Exchange 2016) environment is purely on-premises. As far as it gets these days :)

Yes, I did clear cached credentials. Also autodiscover seems fine.
One of my colleagues said something about logging into Onedrive which would cause this issue, I cannot reproduce this yet.

I've only seen this issue, kind of, once on the interwebs:
https://answers.microsoft.com/en-us/windows/forum/windows_10-hello/o365-login-prompt-has-wrong-account-details-user/0299e29a-1745-4893-a8aa-ca31df0c40b2

No solution still.
Oliver Lennox 106 Reputation points

2021-02-10T10:44:17.237+00:00

Hi There,

I read through your links and their solution seems to be clearing out cached credentials but this is happening for us (and probably yourself too) on brand new devices, freshly linked to Azure AD so nothing it cached.

I'm starting to get the feeling that this is a bug and there is no solution at present
E. Rottier 1 Reputation point

2021-02-10T13:22:27.297+00:00

When opening a cmd and running the set command on my laptop, I noticed the netbios domain name as 'userdomain' and 'userdomain_roamingprofile' variables.
I'll try to influence these values (no luck so far)

i think these values are synced from the local AD to the online synced useraccounts and remembered there. Then when the user logs in, these values are copied to the local laptop (in my case via Intune). I don't know if you use Intune as well, but if so, worth a look. I did not look in the Azure user accounts.

Kinda of seems like a bug indeed... It seems Outlook somehow merges two things together that should not be.

2 answers

Ashok M 6,506 Reputation points

2021-02-08T09:15:16.423+00:00
Hi @Oliver Lennox ,

Usually for Office365, it will be with the email address to be entered at the credential prompt. If the prompt occurs with olddomain\email@mathieu.company .com then can you check the below,

Is that device still joined to old domain

Any cached credentials in credential manager with olddomain reference

How the users are logging in to the device (domain\username or emailaddress)?

Does it happen only while creating a new outlook profile?
Also, any recent changes as you have mentioned that it was working fine for several years?

Ideally, if the AD is removed, device should have work or school Microsoft account in the local accounts and login will be with email@mathieu.company .com.

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Oliver Lennox 106 Reputation points

2021-02-08T09:29:24.747+00:00
Hi Ashok,

No, this is happening on brand new devices that are Azure AD joined

No, this is happening when logging in for the first time on a new device.it is affecting multiple users though I'm not 100% if everyone

The users login with the email/O365 account e.g. olly@Work .com

Yes it's what Outlook defaults to when you create a new email profile. The main issue is that Outlook is unable to auto-login with the linked Windows 10 work/school account and
silent login is failing. You have to manually delete the domain prefix and enter the password, at which point it logs in and sets up the Outlook account perfectly fine.

We've had this problem since the domain was unlinked from O365, for several years. It's always been a minor annoyance but we're now trying to do more with Intune and device
auto-provisioning and it's becoming a real pain. I believe all the steps were followed for unlinking the domain from O365 but maybe something was missed?

Thanks
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Ashok M 6,506 Reputation points

2021-02-08T12:48:28.837+00:00

You can verify the dirsycn status using the below command,

(Get-MSOLCompanyInformation).DirectorySynchronizationEnabled

What is the version of outlook?
Is it happening to the Click to Run outlook downloaded from O365?
Have you changed the Autodiscover record to point to O365? There should be one autodiscover CNAME record pointed to O365

Andy David - MVP 141K Reputation points MVP

2021-02-08T14:05:56.05+00:00

Sure there isnt some GPO forcing the Outlook profiles?

Oliver Lennox 106 Reputation points

2021-02-09T09:20:09.84+00:00

Hi Ashok,

I have checked the DNS records. There was an issue with the MX which I corrected but I've checked again this morning and it hasn't fixed it. The Autodiscover records are correct and reporting as healthing in O365.

(Get-MSOLCompanyInformation).DirectorySynchronizationEnabled is false (this was done years ago when we disabled AD Sync)

Any other ideas?

Oliver Lennox 106 Reputation points

2021-02-09T09:22:02.17+00:00

Hi Andy,

The DC was decommissioned years ago, these are brand new laptops which we're not even building on site (we are an MSP) so unless O365 has somehow hoovered up some ancient policy and is spitting it back out, I don't see how any GPO could be present here. We are using Intune but the only setting which is relevant is to silently login Outlook (which is not working due to this issue)

Thanks

Andy David - MVP 141K Reputation points MVP

2021-02-09T12:53:09.947+00:00

Another dumb question :)
Does the UPN of the user match the Primary Email Address?

Oliver Lennox 106 Reputation points

2021-02-09T13:13:07.267+00:00

Yes I think so, I'm using the admin account at the moment and

the UPN (as shown in Azure admin) is the email address.
The User ID in Exchange panel is the email address
SIP/SMTP is the email address

I've logged into Exchange and Azure through Powershell and dumped out the mailbox/user properties and I couldn't see any reference to the old NT domain in either of those but to be honest there was a lot of data and I might have missed it.

I also followed a guide to clear the "ImmutableID": Get-MsolUser | Set-MsolUser -ImmutableId "$null" but this doesn't seem to have done anything and I think this might have already been done years ago when we dismantled the on-premise domain

Ashok M 6,506 Reputation points

2021-02-10T08:38:06.41+00:00

Hi @Oliver Lennox ,

Can you check if this is happening for a new user as well?

Oliver Lennox 106 Reputation points

2021-02-10T11:04:37.143+00:00

Hi Ashok,

I'm unable to test this at present as all the devices we were setting up have been sent to site but I will test it when I can

Oliver Lennox 106 Reputation points

2021-02-10T11:04:53.01+00:00

Yes it does

Kael Yao-MSFT 37,491 Reputation points Microsoft Vendor

2021-02-16T00:56:54.857+00:00

Hi,@Oliver Lennox
I am writing here to confirm with you how thing going now?
Did you test with a new account?

Oliver Lennox 106 Reputation points

2021-02-16T09:28:12.257+00:00

Hi There,

Yes I have tested with a new account now and the same problem is happening.

Kael Yao-MSFT 37,491 Reputation points Microsoft Vendor

2021-02-19T09:00:03.33+00:00

Hi, @Oliver Lennox
Sorry for the late reply.
What tools are you using to manage the Azure AD joined devices?
Do you use Intune as ERottier mentioned?

Oliver Lennox 106 Reputation points

2021-02-19T09:03:59.967+00:00

Hi,

Yes we do use Intune to manage Azure AD devices but only for about 18 months and the issue has been present ever since we disconnected the Azure AD Sync. In my opinion the AD Sync application has written some data into Azure and that data needs scrubbing out but I wouldn't know where to start to do this. The only local domain controller was decommissioned over 3 years ago and Azure still somehow knows the Netbios name for the old local domain. How? Where is it getting this information from?

Kael Yao-MSFT 37,491 Reputation points Microsoft Vendor

2021-02-23T09:23:20.267+00:00

Hi, @Oliver Lennox
Thanks for your information.

I agree with you that there may be some data of the old domain in Azure AD.
While, I am not sure whether the management tools (including Intune and other tools) of Azure AD would be the cause of the issue.

And since the question is related to Intune, I have added the Intune tag to it.
Thanks for your understanding and hope the issue gets resolved.
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