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Hi José , 

My name is Lucia. I am an Independent Advisor. Thanks for contacting us.

The Word and Excel files that you open are stored on your computer or are loading them from OneDrive?

Try adding your password to the OneDrive client and open the Word or Excel File again.

https://support.office.com/en-us/article/sync-f... en-US & rs = en-US & ad = US

Let me know if I help

Best regards

Hi Lucia, many thanks for your reply.

I use excel and word and save files in my OneDrive folder. I am logged in OneDrive and in Excel, Word as well. Though the request to sign in is still there and making an annoying problem: Word freezes constantly because its cursor stops blinding frequently and I can't keep using the keyboard unless I touch on the document with the touchpad of my notebook.  

I attached a screenshot of my home option in word and excel where you can see if you are logged in:

Hi José MaríaSeminara,

Thanks for sharing the information and images.

Here are some more suggestions:

1. Once again remove the Office credentials and reactivate Office by following the steps below:

a. Open Word application> Click on Word> Sign out from it.

b. After signing out, quit all the Office applications it they are open.

c. Open Finder> Applications> Utilities> Keychain Access.app

d. Search for Microsoft Office> Delete all the items that contain **MicrosoftOffice…**by right-clicking on it.

e. After removing Office credentials, press Command + Shift + G (while Finder is opened)> enter ~/Library/Group Containers

f. Move these folders to trash:

·         UBF8T346G9.ms

·         UBF8T346G9.Office

·         UBF8T346G9.OfficeOsfWebHost

Note:Before you delete or remove the folder, make sure that Outlook data backed up because the Outlook data will be removed when you move the folders to the trash. 

g. After performing each step above, restart your Mac> Launch Word application> Sign-in.

This will clear all the Office account information from your Mac. You will need to sign in again to activate Office. If the issue persist, welcome to reply.

Regards,

Alex

Hi José,

Thank you for the update. Since you can't find the specific keychain entries, try to reset your OneDrive app by following the steps below:

1. Quit OneDrive
2. Open Finder > Applications > right-click on the OneDrive icon > select Show Package Contents
3. Browse to the Contents/Resources folder
4. Double click on ResetOneDriveAppStandalone.command
5. When resetting is finished, restart the OneDrive application

If the issue persists, kindly provide us the following:

1. When did this issue started to happen? Did you make any changes on your Mac prior to the problem?
2. Sign out your account in all of the Office apps and OneDrive then sign in again. See if the issue remains.
3. Can you share a screenshot of your Office version and OneDrive app version?

Regards,

Justin

Hi José,

We noticed that this thread has been idle for some time now. As an initial recommendation, we suggest clearing your Office Keychain on your Mac. To do that, please follow the steps below:

1. Quit Office applications
2. Go to Finder > Applications > Utilities > Keychain Access
3. Remove the following entries:

a. Microsoft office Identities Cache 2

b. Microsoft Office Identities Settings 2

Let us know if this solves the issue.

Regards,

Justin

Hi Justin, many thanks for your reply.

I haven't found any entries named Microsoft office Identities Cache 2 or Microsoft Office Identities Settings 2.

The most similar entries that I can see are: Microsoft Office Credentials (there are three), OneDrive cached Credential, .com.microsoft.OneDrive-mac.FinderSync.HockeySDK and .com.microsoft.OneDrive-mac.HockeySDK

What should I do?

Thanks

Hi José,

We noticed that this thread has been idle for some time now. As an initial recommendation, we suggest clearing your Office Keychain on your Mac. To do that, please follow the steps below:

1. Quit Office applications
2. Go to Finder > Applications > Utilities > Keychain Access
3. Remove the following entries:

a. Microsoft office Identities Cache 2

b. Microsoft Office Identities Settings 2

Let us know if this solves the issue.

Regards,

Justin