Merge pull request #8331 from MicrosoftDocs/Restructure-and-improve-language

AB#4129: Update the-authentication-was-not-successful.md

Author: lucciz01

support/power-platform/dataverse/d365-app-outlook/the-authentication-was-not-successful.md

@@ -1,79 +1,85 @@
 ---
-title: The authentication wasn't successful
-description: Provides a solution to an error that occurs when you try to use the Dynamics 365 App for Outlook on Outlook desktop.
+title: The authentication wasn't successful error
+description: Solves the authentication error that occurs when you try to use the Dynamics 365 App for Outlook in the Outlook desktop client.
 ms.reviewer: 
-ms.topic: troubleshooting
-ms.date: 03/31/2021
+ms.date: 03/14/2025
 ms.custom: sap:Dynamics 365 App for Outlook Add-In
 ---
-# Sorry, the authentication was not successful error occurs in Microsoft Dynamics 365 App for Outlook
+# "Sorry, the authentication was not successful" error occurs in Dynamics 365 App for Outlook
 
-This article provides a solution to an error that occurs when you try to use the Dynamics 365 App for Outlook on Outlook desktop.
+This article outlines several potential causes of the authentication error that occurs when you use the Dynamics 365 App for Outlook in the Outlook desktop client, and provides corresponding resolutions.
 
 _Applies to:_   Dynamics 365 App for Outlook  
 _Original KB number:_   4483111
 
 ## Symptoms
 
-When attempting to use the Dynamics 365 App for Outlook on Outlook desktop, you see the following error:
+When you try to use the [Dynamics 365 App for Outlook](/dynamics365/outlook-app/overview) in the Outlook desktop client, you receive the following error message:
 
-> "Sorry, the authentication was not successful. We can help you fix the problem."
+> Sorry, the authentication was not successful. We can help you fix the problem.
 
-## Cause
-
-**Cause 1:** It can occur if not all of the URLs used to authenticate and access Dynamics 365 are in the same Internet Explorer security zone.
+## Cause 1 - Not all the URLs used to authenticate and access Dynamics 365 are in the same Internet Explorer security zone
 
 > [!NOTE]
-> If you're using Dynamics 365 (online) with an Exchange Online mailbox, it's not likely the cause of the issue.
+> If you're using Dynamics 365 (online) with an Exchange Online mailbox, this is unlikely to be the cause of the issue.
+
+### Resolution
+
+To solve this issue, follow the steps introduced in ["Something went wrong during sign-in" error using Dynamics 365 App for Outlook](something-went-wrong-during-sign-in.md) to verify that all necessary URLs are in the same Internet Explorer security zone.
+
+## Cause 2 - The LocalLow folder has an incorrect integrity level
+
+The integrity level for the **LocalLow** folder should be set to low, as indicated by the folder name.
 
-**Cause 2:** It can occur if the LocalLow folder has an incorrect integrity level. The correct setting is to have the integrity level set to low as the folder name indicates.
+### Resolution
 
-**Cause 3:** If you select the option to show more and you see:  
-> "Error: QuotaExceededError"
+To solve this issue, run the following command in a command prompt:
 
-Which indicates your local browser storage limit has been met.
+`icacls %userprofile%\Appdata\LocalLow /t /setintegritylevel (OI)(CI)L`
 
-**Cause 4:** If you're accessing Outlook Web Access, it can occur if third-party cookies are blocked in your browser settings.
+## Cause 3 - QuotaExceededError
 
-## Resolution
+When you select the option to show more, you see the following error:  
 
-**Resolution 1:**  
-Use the steps in ["Something went wrong during sign-in" error using Dynamics 365 App for Outlook](https://support.microsoft.com/help/4035750) to verify each of the necessary URLs are in the same Internet Explorer security zone.
+> Error: QuotaExceededError
 
-**Resolution 2:**
+The error indicates that your local browser storage is exceeded.
 
-1. Open a command prompt.
-2. Run the following command:  
-    `icacls %userprofile%\Appdata\LocalLow /t /setintegritylevel (OI)(CI)L`
+### Resolution
 
-**Resolution 3:**  
-Clear your browser cache.
+To solve this issue, clear your browser cache.
 
-| **Platform**| **Instructions** |
+| Platform| Instructions |
 |---|---|
-| Outlook (same as Internet Explorer)| [View and delete your browsing history in Internet Explorer](https://support.microsoft.com/topic/view-and-delete-your-browsing-history-in-internet-explorer-098ffe52-5ac9-a449-c296-c735c32c8678) |
-| Internet Explorer| [View and delete your browsing history in Internet Explorer](https://support.microsoft.com/topic/view-and-delete-your-browsing-history-in-internet-explorer-098ffe52-5ac9-a449-c296-c735c32c8678) |
-| Edge| [View and delete browser history in Microsoft Edge](https://support.microsoft.com/microsoft-edge/view-and-delete-browser-history-in-microsoft-edge-00cf7943-a9e1-975a-a33d-ac10ce454ca4) |
-| Chrome| [Clear cache & cookies](https://support.google.com/accounts/answer/32050) |
+| Internet Explorer or Outlook| [View and delete your browsing history in Internet Explorer](https://support.microsoft.com/topic/view-and-delete-your-browsing-history-in-internet-explorer-098ffe52-5ac9-a449-c296-c735c32c8678) |
+| Microsoft Edge| [View and delete browser history in Microsoft Edge](https://support.microsoft.com/microsoft-edge/view-and-delete-browser-history-in-microsoft-edge-00cf7943-a9e1-975a-a33d-ac10ce454ca4) |
+| Google Chrome| [Clear cache & cookies in Google Chrome](https://support.google.com/accounts/answer/32050) |
 
 > [!IMPORTANT]
-> Although you may have other browsers installed on your computer, Outlook desktop always uses Internet Explorer when displaying web content such as inside Dynamics 365 App for Outlook.
+> Although you might have other browsers installed on your computer, the Outlook desktop always uses Internet Explorer when displaying web content, such as inside the Dynamics 365 App for Outlook.
 
-After clearing your browser cache, close all Internet Explorer and Outlook desktop windows, and make sure through Task Manager, there are no remaining Internet Explorer processes running.
+After clearing your browser cache, close all Internet Explorer and Outlook desktop windows, and ensure there are no remaining Internet Explorer processes running by checking Task Manager.
 
-If this issue only appears in Outlook desktop and clearing the cache via Internet Options doesn't help, try clearing it via F12 chooser (not applicable for Windows 7):
+If this issue only exists in the Outlook desktop client and clearing the cache via Internet Options doesn't help, try clearing it via the F12 IEChooser (not applicable for Windows 7):
 
-1. Open Dynamics app in Outlook desktop.
-2. Open **IEChooser.exe** in `%WindowsFolder%\System32\F12` (example: `C:\Windows\System32\F12`)
-3. Select **Dynamics 365**  
+1. Open the Dynamics 365 App for Outlook in the Outlook desktop client.
+2. Open the **IEChooser.exe** located in `%WindowsFolder%\System32\F12` (for example, `C:\Windows\System32\F12`).
+3. In the **Choose target to debug** window, select **Dynamics 365**.
 4. Select the **Network** tab and then select the **Clear cache** button.
 
-After following the steps above, reopen Outlook and the Dynamics 365 App for Outlook to see if the issue is resolved.
+After completing these steps, reopen Outlook and the Dynamics 365 App for Outlook to see if the issue is resolved.
+
+#### More information
+
+[Debug a task pane add-in using the F12 tools](/office/dev/add-ins/testing/debug-add-ins-using-f12-tools-ie#debug-a-task-pane-add-in-using-the-f12-tools)
+
+## Cause 4 - Third-party cookies are blocked in your browser settings
+
+### Resolution
 
-**Resolution 4:**  
-If the issue occurs in Outlook Web Access, open the settings for your browser to verify a setting isn't enabled to block third-party cookies.
+If the issue occurs in Outlook Web Access, open the browser settings to verify that a setting isn't enabled to block third-party cookies.
 
 > [!NOTE]
-> Some browsers allow you to block 3rd party cookies but add specific URLs to a list of allowed sites.
+> Some browsers allow you to block third-party cookies but add specific URLs to a list of allowed sites.
 
 [!INCLUDE [Third-party disclaimer](../../../includes/third-party-disclaimer.md)]

support/power-platform/dataverse/toc.yml

@@ -50,7 +50,7 @@
       href: d365-app-outlook/something-went-wrong-during-sign.md
     - name: Something went wrong during sign-in when using App for Outlook
       href: d365-app-outlook/something-went-wrong-during-sign-in.md
-    - name: The authentication was not successful
+    - name: '"The authentication was not successful error"'
       href: d365-app-outlook/the-authentication-was-not-successful.md
     - name: The view is not available when opening an email
       href: d365-app-outlook/the-view-is-not-available-error-when-opening-emails.md