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Sign in required we cannot upload or download your changes because your cached credentials have expired

Anonymous
2024-08-29T19:04:56+00:00

Hi

I've got issue with excel files on OneDrive
Once I open it, there is a error message "Sign in required we cannot upload or download your changes because your cached credentials have expired"

Of course I tried to use resolve button an sign in again, but it doesn't work.
I've also tried to log out of OneDrive and remove cashed credentials via Credential Manager

Also in top right corner of Excel I've tried to relog to my account, but there is still

Now I cant edit any workbook.

Microsoft 365 and Office | OneDrive | For home | Windows

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Anonymous
2024-08-30T09:19:59+00:00

Dear Bartosz Jawornicki,

Thank you for your reply and the information you shared, we suggest you try the methods above to troubleshoot, your issue seems to be similar to what previous users have encountered, in addition, some users have resolved the issue through a different method, which is a different approach:

2. Edit the Registry:1. Press Windows + R to open the run box, copy and paste the following path, back up all the folders in that path, and then delete them.%localappdata%/Microsoft/OneAuth%localappdata%/Microsoft/IdentityCache2. Press Windows + R, enter regedit, click OK, open the registry, find the following registry subkey, right-click Identity, and delete it.HKEY_CURRENT_USER\SOFTWARE\Microsoft\Office\16.0\Common\IdentityDisclaimer: Typically, editing registry or workgroup subkeys is intended for advanced users, administrators, and IT professionals. This can help fix some issues, however, serious problems can occur if you modify the registry incorrectly. Therefore, make sure to follow these steps carefully. For additional protection, back up the registry before modifying it. Then, you can restore the registry if a problem occurs. For more information on how to back up and restore the registry, clickHow to back up and restore the registry in Windows - Microsoft Supportto view the article.**3.Download the offline installation package:**First, cleanly uninstall the current Office.1. Uninstall via Removal Helper Tool: You can install the uninstaller from the link below, and it will take a few minutes to download and install the program. When the installation is complete, the "Uninstall Microsoft Product" window opens.https://outlookdiagnostics.azureedge.net/sarasetup/SetupProd_OffScrub.exe 2. If the removal is not done using the above tools, you can use manual removal to perform a complete removal, and here is the link to the step-by-step guide to manual removal.Manually uninstall Office - Microsoft Support Download the offline installation package: https://officecdn.microsoft.com/sg/492350f6-3a01-4f97-b9c0-c7c6ddf67d60/media/en-us/O365HomePremRetail.img I look forward to your further updates, and if it gives you some clear direction, hopefully you can click ‘Yes’ or ‘No’ to help us improve the support experience and help others with similar issues find a solution. I would appreciate it.If you need any other help, please feel free to contact us, we're always here, thanks.

Best wishes Isabella-MSFT | Microsoft Community Support Specialist

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  1. Anonymous
    2024-09-02T06:32:51+00:00

    Dear Bartosz Jawornicki,

    Seeing that you haven't replied for a long time, has your problem been solved?  Please feel free to contact us if you need further assistance. We look forward to your updates and wish you all the best. Best wishesIsabella-MSFT | Microsoft Community Support Specialist

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  2. Anonymous
    2024-08-31T01:35:01+00:00

    Dear Bartosz Jawornicki，

    Seeing that you have not replied, has your problem been resolved? Suggest you try the first option given to you to troubleshoot.   I look forward to your further updates, and I wish you all the best. Best wishes Isabella-MSFT | Microsoft Community Support Specialist

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  3. Anonymous
    2024-08-30T09:06:40+00:00

    Hi Isabella,

    Thank you for reply.

    Yes, there is an error message on my Account tab:

    Both repair options (Account Error -> Fix me, Product Deactivated -> Resolve) leads to login page where I provide my microsoft account login and password/pin in popup window.

    I've checked my Office365 subscription status on browser and its active.

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  4. Anonymous
    2024-08-30T07:01:05+00:00

    Dear Bartosz Jawornicki，

    Welcome to the Microsoft Community.   Based on the information you've shared, I understand that you seem to be experiencing a message indicating that your cache credentials have expired and that logging back into your account isn't working, and I understand your frustration.I understand your frustration, but since there are many users in the community who are experiencing issues similar to yours, I'd like to get some details from you in order to better identify the cause of the issue:****Is there any error message on your account screen? You can open Excel and click File->Account->Messages on the right side, you can also take a screenshot to share with us.Also, did you get any error with error code 29 during your attempt to fix it? If you have experienced Error Code 29 and the Licence error is reported in your account screen, we suggest you to try the following solution to troubleshoot:

    1. Close all Office software, search for "Command Prompt" (or "cmd") in the "Start Menu", then right-click and select "Run as administrator".2. Enter the following code:cd %programfiles% \Common Files\microsoft shared\ClickToRunClick Enter.3. Enter the following code:Officec2rclient.exe /update user updatetoversion=16.0.17531.20120
    2. Open the Office program and click File Accounts - . Update options – you can check if there is a "Disable Updates" option, and you can disable updates first to check. Looking forward to your further updates and hopefully we can work together to resolve this issue to get him up and running.We wish you all the best.

    Best wishes Isabella-MSFT | Microsoft Community Support Specialist

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