Outlook 365 app error 1001 on RDS environment ( FSLogix)

Anonymous
2023-07-07T08:25:49+00:00

Hello,

We encounter an issue with M365 apps (Outlook, Work, Excel) on a specific environment ( Remote Desktop Service)

Sometime, when an user open his application (Outlook for instance) on a RDS, an authentification pop and ask for credentials. If the user enter his credentials, he encounter a 1001 error.

« We encountered an issue [1001] »

https://learn-attachment.microsoft.com/api/attachments/5a947921-955a-4688-ad93-acc305bf77c6?platform=QnA

We already try some step to resolve the issue that help in some case but not all the case, and not defintely for a same user ( Issue occur again) :

  • Clear folder C:\Users*yourusername*\AppData\Local\Microsoft\OneAuth and  C:\Users*yourusername*\AppData\Local\Microsoft\IdentityCache
  • Move the user from 1 TSE server to an other TSE)e
  • Clear FSlogix User profil ( The specific one link to FSLogix Office 365 Container technology )

The main issue is that the error can occur again few day laterfor the same user.

We also generate some log from M365 apps client during the signin process with this link to help : https://learn.microsoft.com/en-us/office/troubleshoot/diagnostic-logs/how-to-enable-office-365-proplus-uls-logging

In the log I find the reference to the 1001 error but the log is a bit complex to understand or analyse.

0xa3e4	Microsoft Outlook	Identity Authentication Client	48cmb	Monitorable	OneAuth log {"Message": "[MSAL:0004]\tERROR  \tErrorInternalImpl:134\tCreated an error: 58tm1, StatusInternal::Unexpected, InternalEvent::None, Error Code 2147942403, Context '(pii)'", "IsError": true}	

07/07/2023 09:04:21.440	OUTLOOK (0x8b30)	0xa3e4	Microsoft Outlook	Identity Authentication Client	48cmb	Monitorable	OneAuth log {"Message": "[OneAuth:Error:58tm1:db6d7d6e-a557-4465-a968-a874c5e456e5] (Code:1001) An unexpected error occurred.", "IsError": true}	

07/07/2023 09:04:21.440	OUTLOOK (0x8b30)	0xa3e4	Microsoft Outlook	Identity Authentication Client	48cmb	Monitorable	OneAuth log {"Message": "[OneAuth:Error:9vdpp:db6d7d6e-a557-4465-a968-a874c5e456e5] Unexpected error code: 1001", "IsError": true}

Environment :

  • Microsoft FSLogix version : 2.9.7654.46150
  • Office version : version 2305 build 16501.20228
  • OS version : Windows Server 2019 Standard 1809 build 17763.4499
Outlook | Windows | Classic Outlook for Windows | For home

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  1. Anonymous
    2023-10-04T15:24:35+00:00

    AFABIA

    We're running the latest version of M365 apps but I was intrigued about being able to replicate the issue.

    I've just tried your steps on two RDS profiles and it does indeed cause Error 1001 to occur.

    1. Deleted the folders.
    2. Opened Outlook and got Need Password in the bottom right.
    3. Clicked Need Password and got an empty white box on screen for about a minute
    4. After a minute or so the dotted spinner appeared for a second or two then went away.
    5. Need Password was still showing in the bottom right.
    6. Clicked Need Password again and got the usual sign-in box. Entered credentials and MFA challenge.
    7. Got "Stay signed in to all your apps". Clicked ok then got "You're all set".
    8. Clicked Done and got Error 1001.
    9. Need Password still showing in the bottom right.
    10. Closed Outlook and re-opened it.
    11. It then connected fine with "Connected to Microsoft Exchange" in the bottom right.

    These folders were present again:

    • %localappdata%\Microsoft\OneAuth
    • %localappdata%\Microsoft\IdentityCache
    • %localappdata%\Microsoft\TokenBroker
    • %localappdata%\Packages\Microsoft.AAD.BrokerPlugin_cw5n1h2txyewy

    This folder didn't come back until after signing out of RDS and going back in:

    • %localappdata%\Packages\Microsoft.Windows.CloudExperienceHost_cw5n1h2txyewy

    Whilst this doesn't really show us anything specific your steps to recreate the problem might be helpful to Microsoft. It will be interesting to see the behaviour that those who have downgraded their M365 software get with this.

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  2. Anonymous
    2023-10-04T15:28:25+00:00

    Microsoft support acknowledges there are a lot of reports regarding the 1001 error message. This is being investigated by several teams without luck so far in finding a common root cause that applies to all customers.

    I am still waiting for my access to a MS tech after logging it with our provider over two week ago.

    Was this a phone discussion where you were told this or in the body of an email. If it was an email it would be great to see that.

    We've decided against rolling back office due to the security issues especially CVE-2023-23397 around March-23. I wonder if that has been the culprit and MS are in a catch-22 situation. Pure conjecture by me of course.

    Saying that this may be our nuclear option if it becomes too disruptive

    On a side note. I would like to commend all those engaging in this forum on their efforts, collaboration and clear information provided in the absence of any Microsoft techs. It's one of the best I have ever read

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  3. Anonymous
    2023-10-04T16:12:42+00:00

    Hello AFABIA

    Cool indeed it's a Token issue related to the Office App internal cpp code.

    I have now a really solid answer for this issue, yesterday on 2 Server(SRV1/2) I changed the Office 365 to the March Version and on 1 Server(SRV3) I kept the new Office 365 version.

    Today we had one case where the user connected to the SRV3 received again 1001 Error.

    POC:

    In the Remote Host Server we changed the SRV3 “Allow new Connection” to false.

    Then we log off the user from the Server

    Login again and of course the user moved to one of the 2 Open Server (SRV1/2)

    We tried again to start Outlook and voile Outlook works without any Issue.

    Sometimes I receive a 1001 Pop the first time I start Outlook, but if quit and restart Outlook everything works as expected.

    As an additional step, I created a GPO for Microsoft Office 365 to disable the Office Update and Hide the Notification and the Button.

    Source: https://learn.microsoft.com/en-us/microsoft-365/troubleshoot/updates/automatic-updates

    SRV1/2

    SRV3

    For the moment this seems to work.

    But of course, I agree with you this is just a Workaround, I hope Microsoft will fix this Issue soon.

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  4. Anonymous
    2023-10-04T17:09:16+00:00

    I'm glad you've found some positive results with your changes; however, I may have some contradicting findings unfortunately...

    I'm on Day 2 of using 16.0.16026.20200 Office (x86) with FSLogix 2.9.8228.50276 and error 1001 came back. Yesterday, the downgrade fixed a lot of things for us; users that were stuck in authentication loops were able to sign in, error 1001 and WAM errors all disappeared, etc. Now, we have a user where their FSLogix profile was created fresh yesterday, no issues at all, now all of the sudden this morning, they're getting auth loops and error 1001 when signing into Word. More specifically, they received error 1001. To fix it, they signed out of Word, but upon trying to sign back in, they got error 1001 again but stayed signed out. Trying to sign in a second time, their MFA just kept prompting over and over, never getting fully logged in.

    The server did not reboot since yesterday, no windows updates, no Office updates... everything is unchanged since yesterday.

    In another neck of the woods, one of my co-workers mounted another user's FSLogix profile when they were not logged in and deleted the following folders.

    C:\users$user\AppData\Local\Packages\Microsoft.AAD.BrokerPlugin_cw5n1h2txyewy

    C:\users$user\AppData\Local\Microsoft\IdentityCache

    C:\users$user\AppData\Local\OneAuth

    After deleting these folders, the user was able to log back in and open Office without error 1001 once again.

    I tried excluding users from FSLogix ODFC but this didn't change anything, worth a try.

    Next troubleshooting steps I'm going to try...

    1. Upgrade FSLogix to latest version, keep Office on 16.0.16026.20200, and add RoamIdentity reg key = 1.
    2. Use custom profile redirections.xml within FSLogix to EXCLUDE the folders my co-worker deleted from being stored within the FSLogix profile. If I can make it so Office authentication is localized to each RDSH server, that may be the fix.

    I'll update as soon as I have some new findings.

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  5. Anonymous
    2023-10-04T19:35:08+00:00

    We are only 10 pages deep with 95 replies and 120 people saying they have the same question. I don't visit this forum a lot to know but to me that seems like a large amount of people/companies that Microsoft might want to look at this.

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