Configuring Office, fetching your files

Yay - fixed it

This has been irritating me for 6 months and I as about to do a complete wipe and reinstall of my phone.

Thankfully I tried one last ditch effort to fix it and it has worked.

1. Turn off wifi and mobile data
2. For very Microsoft app on your android device; force stop and clear data; not cache, DATA

This has to be done for every app from MS that may be caching the creds. For me it was excel, word, powerpoint, onenote. I didn't do Outlook

3. Reboot device
4. Enable wifi and or mobile data

No pesky account caching any more, apps work as designed with the account I want them to

Forgot to add, this was on a Samsung Galaxy S8+ running Android 8

Yay - fixed it

This has been irritating me for 6 months and I as about to do a complete wipe and reinstall of my phone.

Thankfully I tried one last ditch effort to fix it and it has worked.

1. Turn off wifi and mobile data
2. For very Microsoft app on your android device; force stop and clear data; not cache, DATA

This has to be done for every app from MS that may be caching the creds. For me it was excel, word, powerpoint, onenote. I didn't do Outlook

3. Reboot device
4. Enable wifi and or mobile data

No pesky account caching any more, apps work as designed with the account I want them to

Forgot to add, this was on a Samsung Galaxy S8+ running Android 8

This worked for me!

Hi folks,

I'm unsure if this is the same issue but I found on our corporate instance of MS365 to have the same issue.

I was trying to log into Word/Excel on Android devices but after I input my credentials on our corporation splash page, it got stuck on "Fetching Files" with the raincloud logo.

Bizarrely, and we cannot understand why, but it appears that if you are already logged into Skype then it will block you from logging into Word/Excel.  We accidentally hit this solution.  If you go into settings/apps/skype and force stop it, then tap on Storage and clear the data and cache; then go into Word and Excel and try to log on it might work.  Then you can log back into Skype and Word and Excel will still be logged in.

Like I said, I do not know if this will work for you and why it happens either.

Good luck!

I also have had this issue for over a year now. The only difference is that it occurs on Android (Samsung Galaxy Note 8) instead of Chromebook, as in the original February 2018 unsolved Help posting Andrew refers to (why is it locked if the problem is clearly not at all resolved??).

• Where is the file stored (OneDrive or device)?
• Are you experiencing this issue on other Office apps?

The problem occurs on Word, Excel and PowerPoint for files stored on cloud. Saving the files locally works, however the constant cycle of automatically redirecting + login prompt + resetting everything just to save locally, is extremely detrimental to product practicality and completely obliterates the cloud/sharing functionality..

• Have you made any recent changes to your Office apps that might cause the issue?
  • No need, it literally never worked with my Work or School account.
• Which Office build and version are you using?

??? N/A mobile? Not sure what a "build" is.

• Have you tried performing any troubleshooting? If yes, please cite the steps you've done.
  • If I completely remove the Work or school Office account from my phone, and only have my personal Microsoft account associated with the phone, I am able to use my personal account (Which has an Office365 University subscription associated with it) to save to my personal OneDrive. This subscription is expiring really soon so.. I'd really like to figure this out. It is also useless wtf is 365 university anyway? 1Tb of cloud storage and what? :s
  • With the Work/School account associated with the device, I can NOT do this: I can't log in to my personal account upon re-prompt without getting the error. It freezes at the fetching files screen. Any network. Even ethernet..

Really unacceptable indeed, as if University isn't stressful enough... Here are some observations:

I immediately assumed the problem may be due to my 365 subscription being from my Work or School account. When I get prompted to re-log in, my student email already filled into the log-in page, not my personal one. The "annoying" thing is that I can not use THAT email to log into anything therefore I have no clue where Office is getting it from.

ie.I log into 365 with my_@live.university.com to get redirected to my University login page, but the email that it seems to want me to log in with is ******@mail.university.com which is never used as login, only for mail. (...so on top of all that **** I also have to erase the damn email and write the proper one in! Pft.. ) Anyway, I have no idea why it is auto-filling the mail version of the email instead of the live, but I figure maybe it might mean something to you? 

Any insight would be helpful. Thank you! Keep at it I'm sure you guys will figure it out.

Hi Andrew,

There are two possibilities that can cause this issue. It could be a problem with the Word app or an issue with the files that you're trying to open. Kindly answer the following questions:

• Where is the file stored (OneDrive or device)?
• Are you experiencing this issue on other Office apps?
• Have you made any recent changes to your Office apps that might cause the issue?
• Which Office build and version are you using?
• Have you tried performing any troubleshooting? If yes, please cite the steps you've done.

The questions above are intended to identify if we can troubleshoot alone or you need to contact your School Administrator since we do not have an admin access to the subscription.

To notify us and have us get back to you, simply reply to this post.