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Cannot Log In to Office Apps - Stuck on Loading Icon - School Account

Anonymous
2020-10-26T12:38:06+00:00

Cannot log into MS Office 365 SCHOOL account on my desktop (gets stuck with loading icon [spinning blue dots - see attached]). Can log into the same account, same system, on web browser. Can log in to the same account on MS Office 365 apps using my laptop. Both desktop and laptop login's were using the same password, same Windows update, same Office version, but with different results. Please send me your recommendations.

Microsoft 365 and Office | Install, redeem, activate | For home | Windows

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Anonymous
2020-10-28T14:45:35+00:00

Hi Alex,

Thank you for posting back again and sharing your test results.

Based on your description, it seems that same problem still persists when you selected Allow my organization to manage my device. And you can only sign in app only. And you have tried going to Windows Settings > Accounts > Access work or school, however, the same problem still persists.

If so, generally, if you select Allow my organization to manage my device, actually this is the Azure AD Single sign-on feature, that means a user doesn't have to sign into every Office application they use. The user logs in once and that credential is used for other apps too.  Since this issue only occurs when you Allow my organization to manage my device, this issue may be related to that you cannot join in your organization network or Azure AD instead of Office applications themselves. We’d also want to help you solve this problem directly, however, since our category focus on Office 365 business products, and the issue you encountered is related to join in to Azure AD or organization network, to make sure you get professional help, we’d suggest you go to Microsoft Intune forum or Azure Active Directory forum to post a new thread, which is specific channel to handle related questions.   Your understanding and patience will be highly appreciated.   Best Regards, Sukie

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  1. Anonymous
    2020-10-26T18:20:56+00:00
    1. Tried with hotspot, no change
    2. No Office credentials present
    3. Used the repair tool to uninstall, restart, and reinstall, still have the same problem
    4. Office 365 for Enterprise Version: 16.0.13231.20390
    5. I just found out I can sign in to individual applications but not to all at once which is the default
    6. Windows 10 Pro, OS build: 18363.1139

    I guess at this point I could sign in to individual applications every time but I would really like to be able to sign into the whole suite at once.

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  2. Anonymous
    2020-10-27T16:14:35+00:00

    Sukie, your understanding is correct. By default, the box is checked and I assumed it to be necessary, so I left the box checked for my tests. The only way I was able to sign in was to click the "This App Only" box. I have previously tried using "Windows Settings > Accounts > Access work or school > add your school account." However, the same problem occurs. It gets stuck on the loading icon without logging me in.

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  3. Anonymous
    2020-10-27T14:24:12+00:00

    Hi Alexander,

    We appreciate that you posted back and shared the information with us. We also appreciate that you spent your precious time doing those tests.

    Per your description, it seems that you can sign in individual Office application every time now, however, you cannot sign in the whole Office suite at one time.

    May I know if my understanding is right? If so, generally, when we sign in Office to activate it at the first time, after typing password and account, there will appear a window, you can choose to Allow my organization to manage my device or This app only, as shown below:

     

    Generally, if we want to sign in all Office applications at the same time, we can select Allow my organization to manage my device.

    May I know if you just selected This app only? If so, we’d suggest you go to Windows Settings > Accounts > Access work or school > add your school account to check if the same problem will occur.

    If the scenario above is not consistent with yours, could you provide the page you sign in Office?

    Best Regards,

    Sukie

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  4. Anonymous
    2020-10-26T14:47:48+00:00

    Hi Alexander,

    Thank you for querying in this forum. We do understand the inconvenience caused and apologize for it. And we will try our best to help you.

    According to your description, it seems that you cannot sign in Office applications in your desktop, at the same time, you can sign in in the browser and office applications in another laptop. And you have the same Windows OS and Office version.

    May I know if my understanding is right? If so, we’d give you some suggestions below and hope that will help you:

    1. You can try to use a different connection. For example, you can use your phone’s connection by opening a hotspot to check if the same problem will occur. This will help you troubleshoot if it is caused by firewall or proxies.
    2. You can go to Control Panel > User Accounts > Credential Manager > Click Windows Credentials > Under Generic Credentials, remove ALL credentials related with Office. Then you can sign in again to check if the same problem will occur.
    3. If the suggestions above don’t work, you can also try Online repair, for your reference: Repair an Office application.

    If the same problem still persists after trying the suggestions above, to better understand your situation, could you provide the information below?

    1. Could you provide the version and product name of your Office? You can go to Control panel > All Control Panel Items > Programs and provide the screenshot of Office. As shown below: ![](https://learn-attachment.microsoft.com/api/attachments/e9df3cb4-dbc3-4baa-a77c-226502055fbf?platform=QnA

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