Sometimes, your end users might encounter an invalid password error when they try to authenticate to your Nylas project using a Microsoft account. This could be for one of many reasons:
- They might be using an older device to sign in.
- Their autodiscovery settings might be attempting to log in to the wrong server.
- They might be missing some server settings.
- Their mobile device isn’t provisioned, and ActiveSync connections aren’t allowed.
- Nylas devices have been quarantined.
- The email server is behind a VPN or firewall.
- Their Microsoft access token expired.
Using an older device to sign in
If your end user is trying to sign in to a Microsoft account using an older device, they need to use an app-specific password. If your two-factor authentication (2FA) service doesn’t support app passwords, contact Nylas Support for further troubleshooting.
Incorrect autodiscovery or server settings
If the end user is using incorrect autodiscovery or server settings, they need to update them. They should ask their email administrator for the correct settings, then try to authenticate again by adding the settings in the Advanced settings section.
Mobile devices not provisioned
Ensure that your Azure auth app has mobile device provisioning enabled and allows ActiveSync connections. For more information, see Nylas’ Suggested Microsoft 365 settings.
Quarantined Nylas devices
Check your Azure auth app’s list of quarantined devices to make sure that no Nylas devices are quarantined.
Email server behind VPN or firewall
If the email server that the end user is trying to connect to is behind a VPN or firewall, or has strict MDM policies in place, Nylas might not be able to authenticate their account. Contact Nylas Support for next steps.
Expired Microsoft access token
If your end user is still seeing an invalid password error after taking other troubleshooting steps, including changing their password, their Microsoft access token might have expired.
The Microsoft identity platform allows email administrators to set lifetimes for access tokens. When a token expires, Nylas needs a new token to connect to the email server.
The email administrator can review expiration dates for access tokens in the Microsoft identity platform.