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Troubleshooting Office365 Mailbox OAuth authentication
Answer ID 12532 |
Last Review Date 08/16/2025
Why is my Office365 showing Unauthenticated a short time after I redo the OAuth authentication?
Environment:
Office365-hosted mailboxes
Oracle B2C Service versions 25B+
Oracle B2C Service versions 25B+
Issue:
Incoming Email for my OAuth-configured Office365 mailbox that used to work now shows Unauthenticated.
Some mailboxes switch from Authenticated to Unauthenticated shortly after I re-authenticate them.
Resolution:
A few steps and areas to check if a mailbox is in an Unauthenticated status:
- First, click Authenticate on the mailbox because a mailbox in an Unauthenticated status will not work.
- Then monitor the mailbox activity and authentication status for at least 1.5 hour to ensure the refresh token process is working successfully. OAuth access tokens last one hour and then expire. Then a refresh token is used to generate a new access token. You will want to monitor the mailbox and techmail-S utility long enough to ensure both the access token and refresh token process is working after you re-authenticate a mailbox.
- You can check techmail run timestamp, exit code, and message using Answer ID 4551: How to check utility status for my site (i.e. Techmail)
- If the mailbox flips to Unauthenticated less than one hour after authenticating it, then the authentication is likely not using proper credentials.
- If the mailbox flips to Unauthenticated just over an hour after authenticating it, then the refresh token process is not working properly. Potential causes include:
- Configuration setting CUSTOM_CFG_MAILBOX_OA_CLIENT_SECRET is not current and updated in all interfaces (if your site has multiple interfaces) - it may be expired or using the client Secret ID when it needs the client Secret Value.
- The mailbox grant was revoked, possibly due to a reset password.
If you have confirmed mailbox credentials and configuration setting CUSTOM_CFG_MAILBOX_OA_CLIENT_SECRET and are still seeing issues with a mailbox not staying in an Authenticated status, then please raise a service request via Ask Technical Support and we will run a trace to help identify the cause. We would need to collect a trace when techmail sets the mailbox to an Unauthenticated status, which requires coordination between your reauthentication action and our tracing action.
Cause:
Beginning in version 25B, when techmail receives an 'error' object response when trying to open the mailbox or when a newly refreshed access token is rejected, then techmail will set the mailbox to an un-authenticated status which provides a visual indicator that a mailbox cannot be opened successfully.
