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.
Mac OS
Run Office Updates.

Option 2 - 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: Microsoft Office Identities Cache 2 | Microsoft Office Identities Settings 2 and any ADAL entries that are listed within the "Name" or "Kind" columns.

Option 3 - 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 4 - 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 com.microsoft.Outlook (to delete the old preferences).
      4. Type: killall cfprefsd (to kill the cached prefs).
      5. Quit Terminal.
      6. Launch Outlook and check.

Option 5 - Fully uninstall and reinstall Microsoft Office

Windows OS
Review the following Microsoft documentation for instructions.
Mac OS
Review the following Microsoft documentation for instructions.



Keywords:microsoft office365 o365 reset 2016 2013 windows 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 keychain netid password change An encrypted connection to your mail server is not available repeatedly prompts data files profile excel powerpoint outlook word activated   Doc ID:61054
Owner:Ara M.Group:Office 365
Created:2016-02-23 11:22 CDTUpdated:2017-08-31 14:00 CDT
Sites:DoIT Help Desk, DoIT Tech Store, Office 365
Feedback:  46   38