How to reset activation/registration mechanism of Office 365 apps for a given account on a computer

Hi Antoine_Leca,

Once you can sign into Office apps successfully, I believe you’ll able to setup your mailbox as well.

Regarding “clearing the directory %LocalAppData%\Packages\Microsoft.AAD.BrokerPlugin_cw5n1h2txyewy\AC”, these steps need to be done when you get the error related to Trusted Platform Module,  please check this link below:

Trusted Platform Module malfunctioned

Instead of deleting it, I will suggest you rename the following folders %LocalAppData%\Packages\Microsoft.AAD.BrokerPlugin_cw5n1h2txyewy to something like %LocalAppData%\Packages\Microsoft.AAD.BrokerPlugin_cw5n1h2txyewy**.old**

This needs to be done with the affected user logged off, i.e., log on as a different admin user or do it from a network share.  The folder will get recreated when the user logs on next time.

Further, I believe some corrupted entries related to Office are buried deep in registry which I suppose is not easy to identify and also using Registry Editor incorrectly can cause serious problems that may require you to reinstall your operating system.

Besides, as we have confirmed the issue is only on a specific Windows profile, in this scenario, I will suggest you contact your local IT, so they can troubleshoot further to find the cause.

Thanks for understanding.

With sincere regards,

Neha

Hi Antoine_Leca,

Please go to Windows Settings>Accounts>Access work or school, check if your work or school account is connected.

I understand you can see your domain joined computer on myaccount.microsoft.com page, please go to  https://myaccount.microsoft.com/device-list page again and check whether the affected device appears active or inactive.

If the Windows computer appears active, you can further try the steps from the following article. the article will help you remove the Office key manually.

Reset Microsoft 365 Apps for enterprise activation state

Besides, since you can sign in with your work or school account on a different computer and also on the same computer with different profile, I believe your current Windows profile is somehow corrupted which is affecting Office apps from singing in.

Let me know the status.

Regards,

Neha

Hi Neha. Thanks for the suggestion.

I tried it earlier. The SARA tool upgrades itself to version 17.0.6950 and starts, blinks once, then asks to confirm whether this is the target computer (it is). But it cannot go beyond this first test, which very briefly shows as «Validation de l‘authentification ouverte de l‘utilisateur» (roughly translatable as "Checking the user open authentication"; but it might be slightly different on an English-speaking computer). Confirming it is the target computer just makes it blinking once more, then asking again to go to the target computer, hinting. Rinse and repeat.

Unfortunately I am not able to decrypt the logs left behind at %LOCALAPPDATA%/SaRALogs; we are hinted toward https://aka.ms/SaRA_Home however I did find there anything I already knew.

Something it did show me was 08/02/2021 17:31:31,10740,26,Info,HRC,##08/02/2021 17:31:31: - WindowsFormsWebAuthenticationDialogBase: Navigating to 'https://login.windows.net/common/oauth2/authorize?resource=https://api.diagnostics.office.com&client_id=d359xxxx-5xx3-4102-aeff-aad229xxxx&response_type=code&haschrome=1&redirect_uri=urn:ietf:wg:oauth:2.0:oob&client-request-id=65xxxxc1-exxd-4a0a-802e-a924b8xxxxx4&prompt=refresh_session&x-client-SKU=.NET&x-client-Ver=2.28.3.860&x-client-CPU=x64&x-client-OS=Microsoft Windows NT 10.0.19043.0'.
08/02/2021 17:31:32,10740,20,Info,HRC,##08/02/2021 17:31:32: 659xxx1-efed-4xxa-802e-a924xxxx - d__0: System.AggregateException: Une ou plusieurs erreurs se sont produites. ---> Microsoft.IdentityModel.Clients.ActiveDirectory.AdalServiceException: The browser based authentication dialog failed to complete. Reason: The server or proxy was not found.
à Microsoft.IdentityModel.Clients.ActiveDirectory.Internal.WindowsFormsWebAuthenticationDialog.ShowBrowser()
à Microsoft.IdentityModel.Clients.ActiveDirectory.Internal.WindowsFormsWebAuthenticationDialog.OnAuthenticate()
à Microsoft.IdentityModel.Clients.ActiveDirectory.Internal.WindowsFormsWebAuthenticationDialogBase.AuthenticateAAD(Uri requestUri, Uri callbackUri)
à Microsoft.IdentityModel.Clients.ActiveDirectory.Internal.InteractiveWebUI.OnAuthenticate()
à Microsoft.IdentityModel.Clients.ActiveDirectory.Internal.WebUI.Authenticate(Uri requestUri, Uri callbackUri)
à Microsoft.IdentityModel.Clients.ActiveDirectory.AcquireTokenInteractiveHandler.b__0()
à System.Threading.Tasks.Task.InnerInvoke()
à System.Threading.Tasks.Task.Execute()
--- Fin de la trace de la pile d'exception interne --- The same errors repeats as the test tool tries several methods, but as can clearly (?) seen above, none of them succeeds at even doing the connection with the authentications servers because "The server or proxy was not found" (which I already know as being a symptom of more profound problems, and why I asked how to reset all that stuff in the first place.)

I had not noticed until now (when I copied'n pasted the log and inspected it to remove identification hints) that I was using Chrome (&haschrome=1) as my default browser, which could eventually be an issue. However I switched to Edge, with exactly the same results.