Microsoft.aad.brokerplugin_cw5n1h2txyewy error code 2147024864

Toh Ang Poh 45

User is getting periodic Microsoft 365 login prompt.

From the event log, found the error Failure to load the application settings for package Microsoft.AAD.BrokerPlugin__cw5n1h2txyewy. Error Code: -2147024864

Source: AppModel-State.

Tried the Powershell script: if (-not (Get-AppxPackage Microsoft.AAD.BrokerPlugin)) { Add-AppxPackage -Register "$env:windir\SystemApps\Microsoft.AAD.BrokerPlugin_cw5n1h2txyewy\Appxmanifest.xml" -DisableDevelopmentMode -ForceApplicationShutdown } Get-AppxPackage Microsoft.AAD.BrokerPlugin

The problem did not go away.

What could be wrong?

Faery Fu-MSFT 18,796 Reputation points Microsoft Vendor

2023-03-06T07:45:14.6133333+00:00

Hi @Toh Ang Poh ,

Based on my search, I have found an official document mentioned that the troubleshooter checks if the Microsoft.AAD.BrokerPlugin package is missing. If so, it installs the package.

For more information, see: Access work or school troubleshooter for restoring access to M365 desktop applications
Faery Fu-MSFT 18,796 Reputation points Microsoft Vendor

2023-03-10T07:20:05.95+00:00

Hi @Toh Ang Poh ,

I am writing to see how everything is going on with this thread. If you still have further concern on this, please feel free to let us know.
Toh Ang Poh 45 Reputation points

2023-03-10T07:40:40.15+00:00

The package is present.

The troubleshooter app did not help.

The error is intermittent. The outcome is the user will be prompted with the Microsoft Account login screen.
Faery Fu-MSFT 18,796 Reputation points Microsoft Vendor

2023-03-13T08:52:54.0366667+00:00
Hi @Toh Ang Poh ,

Will this problem also occur in safe mode? If Outlook does start in safe mode, then the problem is likely with one of your add-ins. You can refer to this official document to find the add-in that is causing the problem： Start Outlook and Disable add-ins

What detailed version of Outlook are you using (File > Office Account > About Outlook) ？ Make sure that your Outlook version is up to date (File > Office Account > Update Options > Update Now)

Has the user recently changed the password? If so, go to Start, click Control Panel, and then click Credential Manager. Click the name to expand the set of credentials, and then click Remove from Vault.

Try creating a new profile from control Panel and re-connect the account to see if the issue continues.

Hope above can help you!
Faery Fu-MSFT 18,796 Reputation points Microsoft Vendor

2023-03-28T05:41:03.9366667+00:00

Hi @Toh Ang Poh ,

I am writing to see how everything is going on with this thread. If you still have further concern on this, please feel free to let us know.
Kane 0 Reputation points

2023-07-18T14:04:33.58+00:00

We also have been experiencing this issue, Windows and 365 need to either stop passing the UPN from Windows to 365. This just causes a lot of headaches and dealing with microsoft support is fruitless.
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Vanja Miladinovic 0 Reputation points

2024-01-30T11:34:24.7933333+00:00

Hi @Toh Ang Poh Have you installed any particular antivirus software on your server?
I'm troubleshooting a similar issue, and the sporadicity of the issue is makin it difficult for me to understand it.
It seems to me that's related to the AV software, and the errors that i'm seeing from the M365 clients are "Error:1001" and "Required Authentication Broker is Missing" other than the same error as yours "Failure to load the application settings for package Microsoft.AAD.BrokerPlugin_cw5n1h2txyewy. Error Code: -2147024864"

5 answers

Toh Ang Poh 45 Reputation points

2024-01-30T11:38:28.82+00:00

Yes, the probem for me was due to Trend Micro Worry Free Anti-virus.
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3 people found this answer helpful.
Mich AR 6 Reputation points

2024-04-12T08:13:20.12+00:00

Can you post the solution and why Trend Micro was the root cause?

Bill Becker 0 Reputation points

2024-07-30T17:05:25.7633333+00:00

Can you please elaborate on how TrendMicro caused this error and what did you do to resolve please?

Bill Becker 0 Reputation points

2024-07-30T17:07:50.36+00:00

Please elaborate on why it was caused by TrendMicro and how did you resolve the problem please?

Thank you
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Tom Boxall 10 Reputation points

2023-03-23T05:08:24.6333333+00:00

Try closing all Office apps and then clearing the %localappdata%\Microsoft\TokenBroker\Cache folder. One of those TBRES files contains the token for the Microsoft.AAD.BrokerPlugin.
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2 people found this answer helpful.
Rami Elamine 0 Reputation points

2023-04-06T18:35:09.6266667+00:00

Thanks for this but it didn't work for us. Anyone else find any solution to this?

Richard Skates 0 Reputation points

2024-01-17T22:05:04.9166667+00:00

I have the same problem and it causes Outlook to get stuck at the "Loading Profile" stage. This is on a Remote Desktop Server Windows Datacenter 2019 and it causes a problem for all users, so it is not profile specific... A reboot of the server fixes it for a time, but then the problem comes back randomly later, sometimes after a few days, sometimes after a few weeks. It is very frustrating for our staff. Last time this happened I had to rebuild the server, which is a lot of work, and then the problem eventually comes back. The fixes in this article do not help unfortunately. Any other ideas?

Vladmir Toshev 0 Reputation points

2024-01-18T12:56:14.75+00:00

We also have the same problem: stuck at the "Loading Profile" stage on a Remote Desktop Server and it causes a problem for all user.

If someone have a solution please to share

Vanja Miladinovic 0 Reputation points

2024-01-30T11:17:51.43+00:00

@Richard Skates Have you installed any particular antivirus software on your server?
I'm troubleshooting a similar issue, and the sporadicity of the issue is makin it difficult for me to understand it.
It seems to me that's related to the AV software, and the errors that i'm seeing from the M365 clients are "Error:1001" and "Required Authentication Broker is Missing"

Toh Ang Poh 45 Reputation points

2024-01-30T11:38:51.6366667+00:00

Yes, the probem for me was due to Trend Micro Worry Free Anti-virus.

Richard Skates 0 Reputation points

2024-01-30T22:00:25.2733333+00:00

Hi. I have Webroot SecureAnywhere installed on the server. I can try removing it and advise if I notice a reduction/removal of the errors. I have however also implemented an automatic nightly reboot of the server at 3am to try and ensure the server is OK for staff each morning.

Owen PT 5 Reputation points

2024-01-31T10:32:58.3733333+00:00

@Toh Ang Poh did you need to add in the exclusions from this guide? https://learn.microsoft.com/en-us/microsoft-365/troubleshoot/authentication/cannot-sign-in-microsoft-365-desktop-apps

HITFU 0 Reputation points

2024-06-03T23:02:19.72+00:00

Been having this issue since Jan of this year. Has anyone found a remediation for this confounded event?
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Jamie Cordoba 0 Reputation points Microsoft Employee

2024-09-23T15:33:18.15+00:00

That error is a generic one related to not able to use that token at the time of sign in.

Are you using a non persistent VDI with Roaming profiles? Because that might be the whole thing.

You can check

https://learn.microsoft.com/en-us/entra/identity/devices/howto-device-identity-virtual-desktop-infrastructure

https://learn.microsoft.com/en-us/microsoftteams/new-teams-vdi-requirements-deploy

I would suggest to open a case if this is the scenario.
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Microsoft.aad.brokerplugin_cw5n1h2txyewy error code 2147024864

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