Microsoft 365 - Can't sign in to Microsoft Office, access Microsoft Outlook, or interact with Microsoft data files
Use the steps/options below to troubleshoot any of the following issues/scenarios:
- Unable to authenticate/sign into Microsoft Office application
- Outlook desktop client repeatedly prompts you to log in
- Microsoft application in read-only mode - unable to edit data file
- Encrypted connection error
- NetID/Account password change
Note: Not every step/option will is relevant and can be skipped. Please perform the following steps/options in the order listed - confirm issue persists before moving onto the next step/option.
Possible solutions
Option 1 - Update your software to the latest version
-
- Windows OS
- Run Windows Update and install the latest updates.
- Windows Office
- Follow steps to update Office.
- Mac OS
- Run Office Updates.
Option 2 - Your account was compromised and you are blocked from connecting
- Review your client protocols. If your client protocols are disabled, contact the DoIT Help Desk.
Option 3 - Re-authenticate Microsoft applications
- Windows/Mac OS: Follow steps outlined within resetting authenticated account article.
Option 4 - Remove your account from within your OS (Windows OS only)
- Go to Windows settings | Accounts | Access work or school, then delete/disconnect all listed accounts.
Option 5 - Reset/Remove your account credentials from within your OS
- Windows OS
- Remove/Delete all Outlook/Office records from within credential manager.
- Mac OS
- Access the keychain application and remove/delete any of the following records: Microsoft Office Identities Cache 2 | Microsoft Office Identities Settings 2 and any ADAL, Microsoft, or Office entries that are listed within the "Name" or "Kind" columns. Note: search for 'microsoft' and 'adal' within the keychain application and delete all returned results. Detailed steps.
Option 6 - Delete license files (MacOS only)
Option 7 - You are not authenticated into Office using your UW-Madison Microsoft 365 account
- Confirm you are authenticated with your Office 365 account.
Option 8 - If your computer is not connected to UWNET/Campus network, use WiscVPN
Option 9 - Delete Outlook client Cached Preferences (MacOS only)
- Quit Outlook
- Open Terminal (click the Spotlight search glass in the top right corner and type terminal).
- Type: defaults delete com.microsoft.Outlook (to delete the old preferences).
- Type: killall cfprefsd (to kill the cached prefs).
- Quit Terminal.
- Launch Outlook and check.
Option 10 - Sign out of the connected device associated with the Microsoft email account
- Sign into the account: https://portal.office.com/account/.
- Select View apps & devices from within Office apps & devices module.
- Click DEVICES and sign out of all the devices that you are singed into. This will prompt the user to authenticate via NetID login on all the devices they are connected to via their Office 365 account.
Option 11 - Fully uninstall and reinstall Microsoft 365 desktop suite
-
- Windows OS
- Review the following Microsoft documentation for instructions.
- Mac OS
- Review the following Microsoft documentation for instructions.
Install Office
Follow steps outlined in Microsoft 365 - Microsoft 365 Installation Information document.
IMPORTANT: Do not install Office via Campus Software Library (CSL) unless the computer/device falls under unique use. Learn more.