Word 2016 error 0xCAA70004 when attempting to sign in

Hi George,

You could try the following suggestions:

Suggestion 1. Create a new Windows account, log into system with the new account, and then check if you could sign into Word.

Suggestion 2. Add your tenant sign in page URL (https://portal.office.com, and your tenant sign in page after redirecting, and the URL after you sign in successfully) to IE trusted site.

                    a.In Internet Explorer, click Tools, click Internet Options, and then click the Security tab.

                    b.Click Trusted Sites, and then click Sites.

                    c.Untick the check box of Require server verification (https:) for all sites in this zone.

                    d.In the Add this Web site to the zone box, type the URL of a site that you trust, and then click Add.

                    e.Repeat these steps for each site that you want to add to the zone.

                    f.Click OK two times to accept the changes and return to Internet Explorer.

Suggestion 3. Use the easy fix tool in this article to remove the Office suite. And then reinstall it.

If it doesn't work, we may need to collect some trace logs for investigate the issue further. Let us know some updates when you have time.

Best regards,

Tim

Hi GEbb4,

Sorry I'm a few confused with the situation. I checked two accounts mentioned in your private message.

t**e@l**k is the account with Office 365 for Business license. Your "OneDrive" is related to this account.

g.*6@s**k seems to be an alias for t**e account which is used for email services. There is no license under this account.

Based on my understanding, you should only can use t**e account to sign into Office portal. Please help me confirm this part. If you can use both of them to accessing https://portal.office.com. This step can also let us know if your account has some issue as you mentioned there is a yellow warning before. The yellow warning means something may need to be fixed for the account. If you cannot sign into Office portal, the issue might be more related to your account.

On the other hand, try the following steps for clearing Office credential. Let's check if the issue is related incorrect Office credential.

1. Quit Office apps.
2. Open Control Panel find Credential Manager>remove all Microsoft related credentials in both Web Credential and Windows Credential.
3. Restart your computer. Check if you can sign in with t**e account (based on my understanding, to access services in your tenant, you should use the t**e account as it has related licenses).

Best regards,

Tim

Hi Tim,

1. I tried signing into the page, and both accounts redirect me to my university's sign-in page for the same account.
2. I can't recreate the yellow triangle as I would have to be signed in to do so. It was a yellow warning triangle with an exclamation mark in it, to the left of my name in any Office product when I was signed in (to the left of the minimise, maximise and close buttons).
3. I'm not sure what you mean by OneDrive URL, the URL to my OneDrive if I sign in online is https://l**t-my.sharepoint.com/personal/<my email address>/_layouts/15/onedrive.aspx. I also cannot recreate the red banner without being signed in as Word will not allow me to use OneDrive files using the option from the Open menu, I have to choose "Browse" then navigate to my synced OneDrive folder location. The banner came up under the ribbon, and from what I remember talked about file access. Looking online, it had the same styling as a "product deactivated" banner, but with different text obviously.
4. I signed out of one account, and have tried signing in with either email address, both yield the same error screen "You'll need the internet for this." (Error 0xCAA70004)

Thanks,

GEbb4

Hi GEbb4,

As you mentioned there are two accounts, I want to confirm some further things:

1. Check if you could access this page with both of them. If yes, capture two screenshots for their licenses. Or they are the same account, one is just an alias and cannot be used for signing in?

Note: Use private window to open another one.

2. If it's possible, capture a screenshot for the yellow warning message. Let us know which account you are signed in when getting the yellow warning.
3. Share with us your OneDrive URL or the OneDrive file URL. And then capture a screenshot for "a banner warning appeared in red beneath the ribbon talking about signing in". Let us know which account is signed in at this time.
4. Do you sign out and re-sign in with the same account?

You could share with us this info in the private message.

Regards,

Tim

Hi GEbb4,

To better understand the situation, I'd like to confirm the following things:

1. Is this the first time you install Office 365 ProPlus and want to sign in for activating it?
2. Open one of the Office application>File>Account>capture a screenshot of all info under Product Information.
3. Is this your personal computer at home? Do other students in your school encounter the same issue with their personal computer.
4. Your OneDrive account (which can be signed in and works well) and Office 365 account. Meanwhile, capture a screenshot for "it registers the install on my laptop and shows the install date".

To protect your privacy, I have sent you a private message to collect screenshots and account info mentioned above.

Best regards,

Tim