Microsoft.aad.brokerplugin_cw5n1h2txyewy error code 2147024864

Toh Ang Poh 40

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 16,816 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 16,816 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 40 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 16,816 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 16,816 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.
Deleted

This comment has been deleted due to a violation of our Code of Conduct. The comment was manually reported or identified through automated detection before action was taken. Please refer to our Code of Conduct for more information.
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"

2 answers

Toh Ang Poh 40 Reputation points

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

Yes, the probem for me was due to Trend Micro Worry Free Anti-virus.
Please sign in to rate this answer.

2 people found this answer helpful.
Mich AR 1 Reputation point

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

Can you post the solution and why Trend Micro was the root cause?
Sign in to comment
Tom Boxall 5 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.
Please sign in to rate this answer.

1 person 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 40 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 0 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
Sign in to comment