cached credentials have expired.

Question

Split from this thread.

Hi,

I am having the very same problem but on a Mac.

Altough I am signed up I am told to log in since cached credentials have expired. There is a button "sign in" right next to the message, but when I click on it, nothing happens.

This happens only when opening files from shared folders from my friend's onedrive. My personal files work just fine. 

I have the latest version of macOS and the latest version of Office. I have tried signing out and even removing all credentials from Keychain. 

Any hints?

Thanks.

Answer 1

Hi porma,

Thanks for getting back to us and sharing the detailed information. Now we understand the issue happens when you open the files from Word online to Word desktop application on Mac.

You may try following and see if the issue will disappear:

1.Quit Word app. In Finder on your Mac, go to the location ~/Library/Containers, find the "com.microsoft.Word" folder, move the folder to your Desktop.

(Do not delete it, you may put it back in case you need it later. This test is to check if the issue is Word cache related.)

2.Go to OneDrive online and find the document, open it in Word online first, click "Open in Word" to launch Word desktop application. If it prompts sign in, sign in your credentials and check the outcome.

If issue persists, try creating a test user account on your Mac, then log in Mac with the new account and check the outcome.

Disclaimer: Microsoft provides no assurances and/or warranties, implied or otherwise, and is not responsible for the information you receive from the third-party linked sites or any support related to technology.

If issue persists, please also let us know the detailed version of your Mac. (Apple menu>About This Mac)

Best Regards,

Tina

Answer 2

Dear Tina,

I have tried both removing the folder and trying to use test user account.

The first one did not work.

Using the test account actually worked. But for some reason, Auto Save did not. When I tried opening the file from the desktop OneDrive app (still on the test account) I have got the very same error.

I have a MacBook Pro (Retina, 13-inch, Early 2015), 2.7 GHz Intel Core i5, 8GB 1867 MHz DDR3, Intel Iris Graphics 6100, macOS Mojave 10.14.3.

Thank you.

Best regards.

Answer 3

Hello Tina,

I am using 16.23 so I am using the latest version.

1. Here is the screenshot:

When I click on "Sign In" nothing happens.

2. Yes. I have added the shared folder to me onedrive in the online app (the folder was shared with me, it showed up in the "shared files" and then I added it into my OneDrive) and then it synced to my OneDrive sync folder on my Mac. 

When I am trying to open the file from the folder, I get the error. 

If I open some of the documents from the folder in the online app, everything works as it should. However, if open it in the desktop app by clicking "open in Word" I get the very same message.

3. It is a personal OneDrive file.

Thanks.

Best regard,

proma

Answer 4

Hi porma,

Thanks for sharing with us your test result.

We know the issue is that when you open personal OneDrive files(shared by others) either from Word online to desktop version of Word or from the local OneDrive sync folder, the error message "cached credentials expired" appears and there is no response when clicking Sign in.

We also try reproducing the same situation from our side, on Mac Mojave 10.14.3, Word for Mac 16.23(19030902), however, we cannot reproduce the same issue, it requires to sign in when opening the shared file for the first time, and after successfully sign in, no issue when we try opening file from online to desktop or from the OneDrive sync folder later.

We can fully understand the frustration when encountering the issue and understand it has caused inconvenience. As it only happens when you open the shared files saved in personal OneDrive, to make sure you get the dedicated assistance, we kindly suggest you email personal OneDrive support team for further investigation. Appreciate your understanding.

Regards,

Tina

Answer 5

Hi porma,

Sorry for the inconvenience caused by the issue, we will help you do troubleshooting for it.

May I confirm if you are using 16.23 or 16.16.8 version of Office?

(16.23 is the latest version of Office 365 for Mac and Office 2019 for Mac, 16.16.8 is the latest version of Office 2016 for Mac.)

If you are not using the latest version mentioned above, I'd like to suggest you firstly download and install the latest Microsoft AutoUpdate tool 4.9 via this link, then check for updates again via Help>Check for Updates.

Beside, to better understand the symptom and troubleshoot the issue, could you please share with us following information?

1.Regarding "Altough I am signed up I am told to log in since cached credentials have expired. There is a button "sign in" right next to the message, but when I click on it, nothing happens."

It seems you get error message, please share some screenshots about the message.

2.How do you open files from the shared folder in your friend's OneDrive? Via the OneDrive sync folder on your Mac? Did you sync the shared folder to your Mac?

3.Is it personal OneDrive file or OneDrive for business file?

Best Regards,

Tina