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 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 2 - Your account was compromised and you are blocked from connecting

  •  Option 4 - Remove your account from within your OS (Windows OS only)
    • Windows OS
      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 10 - Delete Cached Preferences
    • Mac OS
      Note: Only available for Mac OS.
      •  Outlook Desktop Client
        • Delete Cached Preferences

          1. Quit Outlook
          2. Open Terminal (click the Spotlight search glass in the top right corner and type terminal).
          3. Type: defaults delete (to delete the old preferences).
          4. Type: killall cfprefsd (to kill the cached prefs).
          5. Quit Terminal.
          6. Launch Outlook and check.

  •  Option 11 - Sign out of the connected device associated with the Office email account
    1. Sign into the 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.

Additional resources

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Owner:O365 S.Group:Office 365
Created:2016-02-23 10:22 CSTUpdated:2023-02-02 08:22 CST
Sites:DoIT Help Desk, DoIT Tech Store, Office 365, Wisc Account Admin
Feedback:  7   38