Office 365 - Can't sign in to Microsoft Office, access Microsoft Outlook, or interact with Microsoft data files

If you are unable to sign into Microsoft Office (or Outlook repeatedly prompts you for login, does not show any data, edit a Word/Excel/PowerPoint data file, or receive encrypted connection error) it may be due to a NetID password change, a NetID change, or corrupted account credentials. Follow some common solutions to this issue below.

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 - 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 4 - Delete license files - MacOS only
- Remove license files on a Mac.

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
- - Install/Configure WiscVPN

Option 7 - Download and run Microsoft's Support and Recovery Assistant for Office 365
- 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.

Option 8 - Delete Cached Preferences
- Mac OS
  
  Note: Only available for Mac OS.
  - Outlook Desktop Client
    - 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.

Option 9 - Sign out of the connected device associated with the Office email account
1. Sign into the account: https://portal.office.com/account/.
2. Select View apps & devices from within Office apps & devices module.
3. 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
- 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.

Keywords:	microsoft office365 o365 reset 2016 2019 proplus windows mac outlook on the web credentials manager vault web service account updated changed stored send receive email login log on log in repeated repeating multiple attempts many lot times new error compromised client access loop repeat keychain netid password change An encrypted connection to your mail server services is not available repeatedly prompts data files profile excel powerpoint outlook word activated blocked account something went wrong and outlook couldn't setup your account Sorry, another account from your organization is already signed in on this computer troubleshooting doesn't allow editing on mac does not sync syncing connect Suggest keywords	Doc ID:	61054
Owner:	O365 S.	Group:	Office 365
Created:	2016-02-23 11:22 CDT	Updated:	2021-03-23 15:52 CDT
Sites:	DoIT Help Desk, DoIT Tech Store, Office 365, Wisc Account Admin
Feedback:	53 68 Comment Suggest a new document