Office 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 repeatedly prompts you to log in
- Office 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
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- Windows OS
- Run Windows Update and install the latest updates.
- Windows Office
- Follow steps to update Office.
- Mac OS
- Run Office Updates.
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- 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 - Reset/Remove your account credentials from within your OS
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- 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.
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- Option 4 - Delete license files - MacOS only
- Option 5 - You are not authenticated into Office using your UW-Madison Office 365 account
- Confirm you are authenticated with your Office 365 account.
- Option 6 - If your computer is not connected to UWNET/Campus network, use WiscVPN
- Option 7 - Download and run Microsoft's Support and Recovery Assistant for Office 365
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- Windows OS
- Note: Only available for Windows. This tool must be run on the affected machine.
- Download the tool here: Fix Outlook and Office 365 problems with Microsoft Support and Recovery Assistant for Office 365.
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- Option 8 - Delete Cached Preferences
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- Mac OS
- Note: Only available for Mac OS.
- Outlook Desktop Client
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Delete Cached Preferences
- 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.
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- Option 9 - Sign out of the connected device associated with the Office 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 10 - Fully uninstall and reinstall Microsoft Office
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Uninstall Office
- Windows OS
- Review the following Microsoft documentation for instructions.
- Mac OS
- Review the following Microsoft documentation for instructions.
Install Office
Follow steps outlined in Office 365 - Download/Install Office 365 document.
IMPORTANT: Do not install Office via Campus Software Library (CSL) unless the computer/device falls under unique use. Learn more.
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