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Microsoft 365: Sending email from EQ shows "invalid authentication response"

Daniel
  • Updated

Users using Microsoft 365 for email may experience an error sending email which shows an "Invalid authentication response" message as below:

Email sending error

 

If this is a new email account with Microsoft 365 follow these steps to configure a new Microsoft 365 account.

If this is an existing account with Microsoft 365 this could be caused by a change in your security setting within your account. Continue with this article. There is an option Passwordless Account that requires an additional step, to generate an App Password to be able to work with applications, like EQ, to keep sending email.

 

Check your Microsoft Passwordless Account setting

Create an App Password

 

Check your Microsoft Passwordless Account setting


These settings may not be accessible if your Microsoft account is managed by your organisation, You should contact your company's I.T. department.

  1. Login to your Microsoft account at www.office.com.
    You will be prompted to login either with password or via a code sent to your mobile phone.

  2. Click your profile picture at the top right and select My Microsoft account:
    mceclip1.png


  3. On the top toolbar select Security

  4. Click the Advanced Security Options button:
    mceclip2.png
    (You may be prompted to enter a verification code that is sent to you, to continue).

  5.  Scroll down the page to show the options Additional Security and see option Passwordless account:

    mceclip3.png

    If this option is ON and you are experiencing an error sending email you should continue to the next step below.

    If this option is OFF this is not likely to be the cause of your email sending error. In this case please check your email credentials in EQ's Config > Email settings screen (or Users > Email settings screen if your EQ uses individual email addresses for your users).


Create an App Password for apps like EQ

When the Passwordless Account setting is enabled in your Microsoft account you need to create a special app password for applications, like EQ, that require a password for email sending.

  1. Follow the above steps 1 - 5 to get to the Additional security section of your Microsoft account.

  2. Scroll down below that to the heading App Passwords and click Create a new app password:
    mceclip4.png

  3. Note this password and enter it into EQ's Config > Email settings screen (or Users > Email settings screen if your EQ uses individual email addresses for your users).

  4. Update all screens in EQ and close and re-open it. EQ is now able to authenticate and send mail.

 

Further reading:

Microsoft's article: Enable Passwordless Signin on the Authenticator app

 

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