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

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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

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  1. Anonymous
    2017-11-01T18:42:03+00:00

    After investigating some of the other threads here I found this piece

    "Ok i was able to get further by going to Settings --> accounts --> works and school accounts

    I removed all work and school accounts

    I'm trying to reconnect the account and it is better, at least I can sign in, but there are still account errors." in https://answers.microsoft.com/en-us/msoffice/forum/msoffice\_install-mso\_win10-mso\_o365b/office-365-small-business-premium-changed-to/44dde7e5-5b76-4906-91f2-594bec6dfac5 

    This seemed to fix my issue.

    I'll report back if there are other issues with this.

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  2. Anonymous
    2017-11-01T23:04:04+00:00

    Hi Benny A,

    Please check if the issue happens to other Office applications as well.

    I've sent you a PMfor further troubleshooting.

    @Frode, thanks for your sharing.

    Best Regards,

    Jim

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  3. Anonymous
    2017-11-03T16:13:33+00:00

    This resolved my issue as well.  I only removed the work account as my user was off site and away from my domain.

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  4. Anonymous
    2017-11-09T18:22:45+00:00

    Jim,

    Getting the same issue on my end with some users.  Previously removing Office apps and re-downloading would work.  However starting yesterday the issue popped up on our CFO's laptop and he is unable to sign in to the Office 365 ProPlus desktop apps.  He does not have a personal O365 or Microsoft account attached to his profile.  He only uses his Azure AD creds to authenticate to the laptop, and uses the same creds to login to Office 365 apps. 

    Should be noted that the web apps, Office Portal, and OneDrive for Business work without issue.

    None of the previous troubleshooting steps in this thread addressed the issue of being able to sign in to the Office 365 ProPlus desktop apps.

    Edit - Issue started after Office ProPlus processed an update on 11/7/17 to Version 1710 (Build 8625.2121)

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