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

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

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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

2018-01-24T10:12:58+00:00

hi -

where you go to - Settings > Accounts > Access Work or School?

That's in the Windows 10 Settings page; Start > Settings (Gear icon above the power button icon) > Accounts > Access Work or School

In my case, my Office account was already listed there so I chose to disconnect the account and after that the password input page displayed properly when signing in through the Office 2016 app instead of showing a spinning icon and disappearing straight after like many here experienced.
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Anonymous

2018-01-14T01:27:11+00:00

Hi Kyle,

As the suggestions in this thread doesn't work for you, the root cause of the issue you are experiencing should be different from others.

Also, considering this thread has been posted for months and initial issue has been fixed, in this situation, we'd suggest you post a new thread and our support engineer will try our best to help you.

Best Regards,

Jim
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Anonymous

2018-01-12T16:03:03+00:00

Just tried the quickfix provided by Microsoft (https://support.microsoft.com/en-us/help/2803733/office-programs-may-crash-with-the-sendtobluetooth-add-in-installed) and the user is still having the issue. After the quick fix, he attempted just logging in with his work account in Word with no luck. Password prompt spinned for a bit then disappeared. User then restarted his laptop and tried again still with no luck. Also double checked that the quick fix actually changed the regedit entries for the Office apps, and it did...

Are there any other suggestions for a fix?

Thanks,

Kyle
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Anonymous

2018-01-08T16:46:29+00:00

Hi

I was facing the exact same issue and after some discussions with Microsoft, they were able to pinpoint the issue in my PC. Maybe it also helps you. Here's Microsoft answer:

Please remove the SendToBluetooth add-in by following Method 2 in the article below (running the fix):

"Office programs may crash with the SendToBluetooth add-in installed" -https://support.microsoft.com/en-us/help/2803733/office-programs-may-crash-with-the-sendtobluetooth-add-in-installed

I used the quick fix in the link above and I didn't even need to restart my PC... just reopening an office app worked and my user was immediately signed in to my O365 account.

Hope this helps

Bruno
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