Sorry, there was a problem while trying to connect to your account. Error Code: 0x0

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Sorry, there was a problem while trying to connect to your account. Error Code: 0x0

Marcel Talmaggies 20

Has anyone run into this issue recently. We have Microsoft 365 Apps for enterprise - en-us install version: 16.0.20326.20100 installed on server 2022 Version 21H2 (OS Build 20348.5499).

This is a persistent Citrix VDI with Citrix Virtual Apps and Desktops 7 2507 LTSR CU1 versions 2507.0.1100.167 installed. Office activates just fine outside of the session host, and I am able to authenticate just fine. When you try to activate Office, you get that error message in a continuous loop.

For some users, recreating the FSLogix profiles resolves the issue but for others not.

I have tried the following:

Recreated the affected user's FSLogix profile to rule out profile corruption.

Cleared the user's Office IdentityCache.

Cleared relevant Windows Credentials from Credential Manager.

Tested sign-in to Outlook, Word, and Excel after clearing the caches.

Outlook: sign-in still produces error 0x0, but closing the sign-in window and selecting Skip allows Outlook to receive mail.

Word/Excel: sign-in still produces error 0x0, and the applications close instead of allowing the user to continue.

Confirmed Microsoft.AAD.BrokerPlugin is installed and reports Status: Ok.

Confirmed Microsoft.Windows.CloudExperienceHost is installed and reports Status: Ok.

Confirmed the Citrix VDI is running Windows Server 2022 build 20348.5499.

Confirmed Shared Computer Activation (SCA) is enabled:

SharedComputerLicensing = 1

Confirmed Office is installed as:

ProductReleaseIds = O365BusinessRetail

Attempted to check Office activation with OSPP.VBS, but the script was not present in either the 64-bit or 32-bit Office installation path.

Recreating the FSLogix profile did not resolve the issue, making a user-profile-specific corruption issue less likely.

Account Issue

Sorry, there was a problem while trying to connect to your account.

Error Code: 0x0

Correlation Id: [Moderator note: Personally Identifiable Information removed]

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2 answers

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Answer 1

Dear @Marcel Talmaggies

I understand you have already tested several profile and authentication components. Since the issue is intermittent between users and recreating the FSLogix profile does not consistently resolve it, I would like to narrow down whether this is related to the Citrix session host, Office installation, or the affected user/account.

Could you please confirm the following?

Does the same affected user experience error 0x0 when logging into a different Citrix session host, or does the issue occur only on specific hosts?
Can a user who can successfully activate Office log into the same affected session host and activate normally?
Are all Citrix session hosts running the exact same Microsoft 365 Apps build and configuration, including Shared Computer Activation?
Do the affected users have the same Microsoft 365 license and Conditional Access policies as users who can activate successfully?
On an affected session, does signing into another Microsoft 365 application (for example, Teams or OneDrive) succeed, or does authentication fail there as well?

The most useful test would be a simple user vs. session-host comparison:

Same user > different session host
Different user > same session host

This should help determine whether the problem follows the user/account or the Citrix session host.

If the issue follows the user across multiple hosts, I would investigate the user's account/licensing/WAM token state. If multiple users experience the same issue on one host, I would focus on the Office installation, Windows authentication components, Citrix configuration, or that specific session host.

Tyler Smith 0 Reputation points

2026-09-14T20:40:44.5166667+00:00

Having this same issue. Everything you've stated I've also checked and tried. I have a slightly older version of the office apps. I will note, that OneDrive, Outlook, OneNote all login without issue. It's just Word and Excel for us.

Let me know if you come up with a solution.
BabybooHN 3,125 Reputation points Independent Advisor

2026-09-15T09:52:26.11+00:00

Dear @Tyler Smith

Thank you for sharing the issue. If your situation is similar to the one described in the original post, please take a moment to review my basic guidelines first.

Answer 2

Marcel Talmaggies 20

They experience the same issue on different session hosts
Yes, it activates fine for other users on the same session host
Yes
Yes
Teams works fine

BabybooHN 3,125 Reputation points Independent Advisor

2026-09-14T15:19:28.8433333+00:00
Dear @Marcel Talmaggies

Thank you for confirming. This helps narrow the issue down considerably.

Since:

The affected users experience the same error on different Citrix session hosts.

Other users can activate Office successfully on the same session hosts.

The session hosts have the same Office configuration.

Teams authentication works normally for the affected users.

This makes a Citrix/session-host-wide issue less likely. I would focus next on the Office licensing/token state for the affected users.

As a next step, could you please check one affected user and one working user side-by-side?

In Word or Excel, go to File > Account and compare the Product Information and User Information sections.

Confirm both users have the same Microsoft 365 Apps entitlement assigned.

Check whether the affected user has a licensing file under: %localappdata%\Microsoft\Office\16.0\Licensing Please refer to this document: Troubleshoot issues with shared computer activation for Microsoft 365 Apps

If possible, sign in to Office on the web with the affected account and confirm that the account can access the Microsoft 365 apps normally.

I would also verify whether the affected users have any different Conditional Access or authentication policies applied to them, even though Teams authentication succeeds.

Because the problem follows the user rather than the session host, the comparison between a working user and an affected user should help identify whether the difference is in the Office licensing/token state or the user/account configuration.

If you can provide the results of these comparisons, I can help narrow down the next step without having you repeat the profile/session-host troubleshooting you have already completed.
Marcel Talmaggies 20 Reputation points

2026-09-14T16:59:09.95+00:00

There are two files under "%localappdata%\Microsoft\Office\16.0\Licensing". The affected users can access Microsoft 365 apps online normally.

They all have the same conditional access policies.
BabybooHN 3,125 Reputation points Independent Advisor

2026-09-15T09:51:04.5566667+00:00
Dear @Marcel Talmaggies

Thank you for confirming. That helps narrow this down further.

Since the affected users have licensing files present under %localappdata%\Microsoft\Office\16.0\Licensing, can access Microsoft 365 apps online normally, and have the same Conditional Access policies as the working users, the issue is less likely to be related to the Office license assignment or Conditional Access.

Given that the issue follows the affected users across different Citrix session hosts, I would next focus on the local Office authentication/token state for those users.

Could you please try the following on one affected user as a test:

Close all Microsoft 365 applications.

Open Credential Manager > Windows Credentials and remove any entries related to MicrosoftOffice16.

Check Settings > Accounts > Access work or school and confirm there isn’t an outdated or duplicate work account connection.

Restart the session and test Word or Excel again.

If the issue persists, the next step would be to reset the Microsoft 365 activation state for one affected user and test again. Microsoft provides an official activation troubleshooter and manual reset procedures for this scenario.

Please refer to this document: Reset activation state for Microsoft 365 Apps for enterprise

Since Teams and the web versions authenticate successfully, I would also be interested in whether the issue occurs specifically with Word and Excel, or with all Microsoft 365 desktop applications.

If possible, please test the above with one affected user and let me know the result. That will help determine whether we’re dealing with a cached Office/WAM authentication state rather than a Citrix or tenant-wide configuration issue.