How to Fix "Something went wrong [657rx] error

Question

How to Fix "Something went wrong [657rx] error

Peter G 0

How do i fix this error?

Outlook on desktop. All other accounts that i have loaded work great.

this email address/account is also linked to my Microsoft 365 account and MS Windows.

This account was working properly on a previous desktop. I transferred the SSD from one laptop to a new laptop.

I have tried the credential manager process, the uninstall and re-install, etc.

please help!

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2 answers

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Answer 1

Demi Nguyen 1,755 Independent Advisor

Hello Peter G,

Since the issue started after transferring the SSD to a new laptop, the saved authentication information from the previous device may no longer be valid on the new hardware. To help isolate and resolve the issue, please try the following steps:

1/ Sign out of the affected account in all Microsoft applications, including Outlook, Word, Excel, Teams, and OneDrive. Then, completely close all Microsoft applications.

2/ Open File Explorer, paste the following path into the address bar, and delete all files and folders inside:

%localappdata%\Packages\Microsoft.AAD.BrokerPlugin_cw5n1h2txyewy

This step removes old authentication tokens that may be causing the issue.

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3/ Delete the saved credentials:

Open Credential Manager (you can press Windows key + S, type Credential Manager, and open it)
Go to Windows Credentials
Find any entries related to Microsoft 365, Office, and delete them to erase old authentication tokens

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4/ Disconnect your work or school account from the device. To do so, go to: Settings > Accounts > Access to work or school, select the account, and disconnect it.

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5/ Restart your computer. Before signing back in to Outlook or any other Office apps, open a browser and go to: https://office.com

Sign in with the affected account to confirm that your credentials are valid and working properly. If the web sign-in is successful, try signing in to Outlook and the other Office apps again.

If you have any updates after trying these steps, please let me know so I can look for additional ways to assist you further.

I'm looking forward for your reply.

Kind regards,

Peter G 0 Reputation points

2026-09-13T18:07:34.9133333+00:00

Greetings,

Thank you!

I am good until i get to Disconnecting the work or school account and then I get to here and it will not disconnect. What do i do then?
Demi Nguyen 1,755 Reputation points Independent Advisor

2026-09-13T18:18:51.42+00:00

Thank you for the update and screenshot.

The message indicates that the PC is connected to your organization and that disconnecting the account may affect your ability to sign in to Windows. For now, please select Cancel and skip the Disconnect step. Please do not proceed with disconnecting the account.

Instead, please restart the computer. Before signing back in to Outlook or any other Office applications, open a browser and go to https://office.com. Sign in with the affected account to confirm that the account credentials are valid and working properly.

If the web sign-in is successful, please try signing in to Outlook again and let me know whether the same 657rx error appears.
Peter G 0 Reputation points

2026-09-13T18:46:07.2466667+00:00

Greetings,
Thank you, I finally got it to work. I had tried all the steps, just not all together.

Thank you!!!!!
Demi Nguyen 1,755 Reputation points Independent Advisor

2026-09-13T19:12:06.0233333+00:00

Hi @Peter G,

You’re very welcome! I’m glad to hear that the issue has been resolved and that the steps worked when completed together.

If you found my answer helpful, please consider clicking “Yes” under “Was this answer helpful?”. This makes it easier for other community members with similar questions to find the guidance quickly.

I truly appreciate your support and contribution to the community!

Answer 2

For error Something went wrong [657rx] in Outlook desktop, the supported fixes in this scenario are to reset the local sign-in cache and re-register the work or school account on the device. Since reinstalling Office and clearing Credential Manager entries were already tried, focus on these steps:

Sign out of all Office apps
- Sign out from Outlook and any other Office apps.
- Close all Office applications completely.
Clear the AAD Broker Plugin cache
- Open File Explorer.
- Go to: %localappdata%\Packages\Microsoft.AAD.BrokerPlugin_cw5n1h2txyewy
- Delete all files and folders inside that location.
Reconnect the work or school account in Windows
- Open Windows Search and search for Access work or school.
- If the business account is listed, select it and choose Disconnect.
- Then select Connect and sign in again with the same work or school account to re-register the device.
- If the account is not listed, select Connect and add it.
Open an Office app and sign in again
- Start with one app such as Word or Outlook.
- Sign in with the affected Microsoft 365 account.
- Then test Outlook again.
If the issue started after moving the SSD to a different laptop
- This can leave device registration or authentication data in a bad state.
- Reconnecting the account through Access work or school is the key step from the documented fixes for this error pattern.
If the error still continues
- A known Microsoft 365 sign-in issue can also be related to WAM or device/profile state.
- First, restart the device.
- If the problem persists in Microsoft 365 desktop apps generally, ask the tenant admin to open a support ticket in the Microsoft 365 Admin Portal.

Caution: deleting files under the BrokerPlugin folder removes local authentication cache for the work or school sign-in on that device, so Office apps will need to sign in again.

References: