Unable to sign-in to Office 2016 desktop apps. Sign-in disappears after entering Office 365 account email address

Anonymous

I am helping someone in our Office 365 tenant with a strange sign-in problem that affects only his Windows profile, and the issue is NOT in the Credential Manager.

This is his home computer running Windows 10 Home, build 1703. He is running the latest Office 2016 (installed the click to run apps from Office 365)

The problem began after he changed his Office 365 password. He can sign-in to the Web apps on another computer, and he can sign into Office 2016 apps on the same computer using a different Windows profile. For the problematic profile he signs into Windows using his personal Microsoft account. Then he signs into Outlook and Office 2016 with his Office 365 for Business account. Shouldn't be a problem...I do the same thing at home. The issue is that Outlook, Word, Excel, etc. will prompt him to sign in. When he enters his Office 365 email address (UPN), the sign-in screen immediately disappears without prompting him for a password. The sign in fails and Outlook says "Disconnected... need password)."

The first thing I checked was Credential Manager, because that is usually the issue for things like this. We removed everything Microsoft or Office related from credential manager. It didn't help. Then we removed everything from credential manager, and it still didn't help. Repairing and then reinstalling office did not help.

I know that the problem is in his Windows profile, because he can sign-in just fine on the secondary Windows profile we created. So my question is this:

What do I need to delete from the registry and/or from the C:\users\username\appdata folder to resolve this issue with his Windows profile?

Thank you,

Sean

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Anonymous

after the first attempt by Microsoft, which seemed to have worked for me, after a couple of days, the issue returned.

This time, they asked me to try something else which is to force some kind of different login screen for the O365 account in Office 2016.

This is what I did (and since a couple of weeks, I have had no issues):

Go to the registry editor (Win+R; regedit)

go to HKEY_CURRENT_USER -> Software -> Microsoft ->Office -> 16.0 ->Common -> Identity

Inside "Identity", create a new REG_DWORD value called "EnableADAL" and leave the value at 0

Restart the PC and try again to login from Office 2016. In my case, the logon screen was now different and it worked perfectly.

Hope this helps you

Thanks,

Bruno Sales

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101 additional answers

Anonymous

2019-06-17T14:17:06+00:00

In reply to Bruno M Sales answer, I have a user who's O365 and Windows acct was receiving the password window blink and then disappear issue. I have also had other users in the past and some I could fix using the steps I took while others I have had to re-image. Today was the first time, I used Bruno's answer and with some simple tweaks, had the Outlook Mailbox working correctly.

The steps I took on my own before the answer:

Cleared Credential manager of Web credentials and Windows credentials. Didn't work

Created new Outlook profile. Didn't work

Deleted the offline address book. Didn't work

Removed all Outlook addins. Didn't work

Ran repair on O365. Didn't work

Uninstalled and reinstalled O365. Didn't work

Flashed the BIOS. Didn't work

Cleared the Temp caches on the user's profile. Didn't work

Was able to successfully load Outlook 2016 in the Virtual OS on the same computer using the user's login account.

Used scan.pst to repair corrupted .psts' . Didn't work

Renamed the .ost the .nst . Didn't work

Went into Registry and renamed the user's profile. Tried to add the user to windows again however, it would not load the mailbox. Didn't work

Went into Registry and deleted the user's mailbox. However in the user's profile, it would not load the mailbox. Didn't work.

Verified prompt for credentials isn't checked in profile.

Closed all Microsoft applications from running in the background, tried to load mailbox only. Didn't work.

Ran MS Support and Recovery assistant for O365. Didn't work

Uninstalled Windows Security updates for February 2019 to include Adobe Flash updates and Security update KB4485449. kb4485449 would not uninstall and this was the time that this issue also began. Didn't work

Using Bruno Sales answer Create a new registry value:

Go to the registry editor (Win+R; regedit)

go to HKEY_CURRENT_USER -> Software -> Microsoft ->Office -> 16.0 ->Common -> Identity

Inside "Identity", create a new REG_DWORD value called "EnableADAL" and leave the value at 0

Restart the PC and try again to login from Office 2016.

A couple of tweaks after:

I also uninstalled O365 first then added the registry value, rebooted, then installed O365.

You have to log the user's account into Word and now the password field is on the same page as the email log in but it works.

You have to create a New Outlook profile and the password prompt is the small sub window style but it works.

Thank you Sir!
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Anonymous

2019-05-13T13:51:04+00:00

Worked for me thanks alot!
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Anonymous

2019-05-03T08:48:33+00:00

Worked like a charm. Hopefullty this can be included on the next Office update.
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Anonymous

2019-04-17T18:25:26+00:00

You, sir, are amazing. Thank you SO much for posting this information. I battled this issue for four hours today until I finally found your fix which worked instantly. THANK YOU!
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