#3. A Bleak Outlook, the invisible credentials box 

Title: Navigating the Invisible Credentials Box in Microsoft Outlook: A Troubleshooting Guide


In the realm of IT professionals, Microsoft Office and Outlook are staples ingrained in our daily operations, regardless of our job titles or responsibilities. However, even these ubiquitous tools are not immune to disruptions. One such challenge is the invisible credentials box, an issue that can prevent Outlook from opening, leaving users in a perplexing situation. In this article, we'll explore the scenario and provide a step-by-step guide to resolving the problem.

The Dilemma:

Picture this: you or one of your users attempts to open Outlook, only to be met with silence. Hovering the mouse over Outlook's icon on the taskbar reveals two items open, one of which is mysteriously invisible. The cause? More often than not, it's a credentials window that's refusing to make an appearance. The user may even be able to log in to the web version of Outlook or Office, signaling that the issue lies with the local client.

Understanding the Cause:

The invisible credentials box issue is often related to how Outlook handles authentication and its interaction with Microsoft's Azure Active Directory Authentication Library (ADAL). This glitch can occur due to updates, changes in the Microsoft Office environment, or conflicts with local configurations.

The Solution:

Fear not, for there's a straightforward fix for this invisible credentials box issue. Follow these steps to restore the functionality of Outlook and bid farewell to the unseen obstacle:

Access the Registry Editor:

Press Windows+R to open the Run dialog.

Type "regedit" and hit Enter to launch the Registry Editor.

Navigate to the Registry Key:

In the Registry Editor, navigate to the following key: HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Common\Identity

Create a DWORD Item:

Right-click within the Identity key, select "New," and then choose "DWORD (32-bit) Value."

Name the new DWORD item "EnableADAL" and set its value to zero (decimal).

Create Another DWORD Item:

Under the same registry key (Identity), create another DWORD item.

Name this one "DisableADALatopWAMOverride" and set its value to one (decimal).

Close and Re-Open Outlook:

Close the Registry Editor.

Close and re-open Outlook to apply the changes.

Understanding the Fix:

These registry modifications alter the behavior of ADAL, effectively addressing the invisible credentials box issue. By adjusting the interaction between ADAL and Windows Authentication Manager (WAM), the solution offers a reliable method to navigate the authentication hurdle and restore Outlook's functionality.


In the realm of IT support, addressing seemingly elusive problems like the invisible credentials box is part of the daily challenge. As Microsoft Office and Outlook continue to be the backbone of many professional environments, having the knowledge to troubleshoot and resolve such issues is invaluable. Armed with the steps outlined in this article, IT professionals can swiftly navigate and conquer the invisible obstacles that occasionally darken the Outlook experience. So, the next time you encounter the silent struggle of an invisible credentials box, rest assured that a solution is within reach.