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

  •  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 5 - If your computer is not connected to UWNET/Campus network, use WiscVPN


  •  Option 7 - 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.




Keywords:microsoft office365 o365 reset 2016 2013 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   Doc ID:61054
Owner:Ara M.Group:Office 365
Created:2016-02-23 11:22 CDTUpdated:2018-08-21 13:20 CDT
Sites:DoIT Help Desk, DoIT Tech Store, Office 365, Wisc Account Admin
Feedback:  47   41