Looking for credential tiles message when launching Outlook 2013 or 2010

Original KB number:   2938468


When you launch Outlook 2013 or Outlook 2010, the following message stating Looking for credential tiles... appears:

screenshot of the Looking for credential tiles message

The OK button remains greyed out, and if you select Cancel on this message, Outlook is not able to launch successfully. Outlook will stay on the Loading Profile step of the launch process.


This issue may occur when you are connected to Exchange using Outlook Anywhere and have a third-party authentication service application installed on the computer. Microsoft Product Support teams have seen this issue occur in some cases with the Lenovo VeriFace program.


The use of a third-party authentication service application does not necessarily mean you will see these symptoms, even if you have the application specified above. There may be other causes for these symptoms. This article is merely intended to help you identify possible causes of these symptoms when using Outlook.


If you are experiencing this issue, either disable or uninstall the third-party authentication service application. Uninstalling the application can be performed in the Programs and Features in Control Panel.

If you are unable to locate the program in Control Panel, check the program's installation folder for an uninstalled program. By default, the Lenovo VeriFace program is installed in the C:\Program Files\Lenovo\VeriFace or C:\Program Files (x86)\Lenovo\VeriFace folder.

Third-party information disclaimer

The third-party products that this article discusses are manufactured by companies that are independent of Microsoft. Microsoft makes no warranty, implied or otherwise, about the performance or reliability of these products.