Login in for prompted credentials for MS Account when launching Edge or at Computer startup returns and error

Wayne Gutekunst 0 Reputation points
2026-08-31T20:47:55.9766667+00:00

I can login to MS Website with my credentials with success. However, at Computer startup or entering Edge I am prompted for the MS Account credentials and I get an error message:

Error

Something went wrong. [7q6ca]

Correlation Id: [moderator's note: PII removed]

Timestamp: 2026-08-31T20:37:39.000Z

DPTI: [moderator's note: PII removed]

Message: An unexpected error occurred.

Tag: 7q6ca

Code: [moderator's note: PII removed]

Microsoft Edge | Profile, sync, and sign in | Windows 11
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  1. Vikki-T 9,150 Reputation points Microsoft External Staff Moderator
    2026-09-01T06:43:46.9133333+00:00

    For your privacy and security, I have covered the personal information included in your post. Please avoid sharing any personal or sensitive information publicly, such as serial numbers, order details, email addresses, phone numbers, or case-related information.

    Hi Wayne Gutekunst,

    The fact that you can sign in successfully on the Microsoft website suggests that the account itself is accessible, while the sign-in prompt used by Windows or Edge may be picking up an outdated or different account saved on the device.

    At this point, I recommend that you review and try the steps provided in the AI generated answer on your thread. That reply typically include the most relevant checks for this scenario. 

    Could you confirm whether this is a personal Microsoft account or a work/school account? Also, does the same error appear if you select Add new account from the Edge profile menu instead of choosing the account already listed?

    In the meantime, please check Settings > Accounts > Email & accounts and review the accounts under Accounts used by other apps. If you see an old account that you no longer use, remove only that account, restart the computer, and try signing in to Edge again. You can also open edge://settings/profiles and verify that Edge is attempting to use the correct account.

    Please do not disconnect a work or school account if the device is managed by an organization. In that situation, the organization’s IT administrator should first verify the device and sign-in configuration.

    For reference, Microsoft’s guidance on signing in and choosing an account in Edge is available here: Sign in to sync Microsoft Edge across devices

    Please also share your Windows 11 version and Edge version from edge://settings/help and let me know whether the prompt shows the correct email address. Thank you so much for your understanding. 

    Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

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  2. AI answer

    2026-08-31T20:48:10.9666667+00:00

    Since the Microsoft account works on the web, the issue is likely in the local Windows/Edge sign-in state rather than the account itself. Work through these steps in order and test sign-in after each one.

    1. Clear Edge sign-in cookies and cache.
      • Open edge://settings/privacy.
      • Under Clear browsing data, select Choose what to clear.
      • Select Cookies and other site data and Cached images and files.
      • Set Time range to All time.
      • Select Clear now.
      • Restart Edge and try signing in again.
      • Note: clearing cookies signs out of websites.
    2. Check for conflicting Edge profiles.
      • Open edge://settings/profiles.
      • If multiple profiles are present, especially personal and work/school accounts together, sign out of the profile with the issue and try signing in again.
      • If the problem continues, remove the problematic profile from edge://settings/profiles, restart Edge, and create a new profile.
      • Caution: removing a profile deletes local browsing data for that profile, including favorites, history, and passwords that are not synced.
    3. Clear stored Windows credentials.
      • Open Credential Manager from Control Panel.
      • Under Windows Credentials and Generic Credentials, remove outdated or conflicting entries related to MicrosoftAccount or login.microsoftonline.com.
      • Restart Edge and test sign-in again.
    4. Verify Windows account connection.
      • Go to Settings > Accounts > Your info and confirm the account is connected.
      • If this is a work or school account, also go to Settings > Accounts > Access work or school and confirm the organization account is connected.
    5. Re-register the work or school account in Windows if applicable.
      • Go to Settings > Accounts > Access work or school.
      • Select the account and choose Disconnect.
      • Reconnect it by selecting Connect and signing in again.
    6. Reset the Token Broker service.
      • Open Command Prompt as administrator.
      • Run: 
             net stop TokenBroker
     net start TokenBroker
      • Restart Edge and try signing in again.
    7. Update Edge.
      • Open edge://settings/help.
      • Let Edge install the latest version, then restart the browser.
    8. Check whether policy is blocking browser sign-in.
      • Open edge://policy.
      • Find BrowserSignin.
      • If the value is 0, browser sign-in is disabled by policy and must be changed by the organization’s IT administrator.
    9. If the issue still persists, collect diagnostics before contacting support.
      • Edge version from edge://settings/help
      • Exported policies from edge://policy
      • Network trace from edge://net-export/
      • Identity status from edge://identity-internals/
      • Windows version from Settings > System > About
    AI-generated content may be incorrect. Read our transparency notes for more information.

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