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

Anonymous
2017-09-06T18:12:13+00:00

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

Microsoft 365 and Office | Subscription, account, billing | For home | Windows

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.

0 comments
Answer accepted by question author
Anonymous
2018-01-31T22:51:17+00:00

Hi

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

Was this answer helpful?

500+ people found this answer helpful.
0 comments

101 additional answers

Sort by: Newest
Most helpful Newest Oldest
  1. Anonymous
    2017-12-11T18:33:18+00:00

    hi - 

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

    Was this answer helpful?

    0 comments
  2. Anonymous
    2017-12-06T17:05:30+00:00

    I fixed it.

    I had the same problem.  Sign in in a local office 365 app and after entering email address the next screen flashes up then disappears.  I suspected it was failing on redirect to godaddy but now am not sure.

    For me the fix was to go to Settings > Accounts > Access Work or School

    I then clicked Connect and added the failing email for office 365.  This time I was properly redirected to godaddy for login and the account was added.

    Back to office 365 local word and try to sign in.  This time it did not flash and disappear but redirected me to godaddy where I was able to login.

    All fixed.

    Hope this helps others with same issue.

    --Jon

    Was this answer helpful?

    0 comments
  3. Anonymous
    2017-11-21T22:56:15+00:00

    Hi Jason,

    The issue may have different root causes for different user. 

    The best way to resolve this is to create a new thread, as our support engineer need to ask a few questions to clarify your own situation, provide corresponding suggestions and work with the related team if needed.

    We'd appreciate your understanding.

    Best Regards,

    Jim

    Was this answer helpful?

    0 comments
  4. Anonymous
    2017-11-21T21:23:55+00:00

    Can you PM me with information to resolve this VERY same issue that arose under the same circumstances. Thank you.

    Was this answer helpful?

    0 comments