Last two months continuesly lots of users are facing re-authenticate prompting issue in office apps.

Question

Hi,

Last two months lots of users are facing re-authenticate prompting issue in office apps, this issue arise after 1 to 2 days. Suddenly showing "need password" in outlook and emails are not downloading. Word, excel, Teams, Onedrive apps are showing sign in error and onedrive asking for sign in. When trying to sign in these apps it's again and again asking password even correctly enter password and verification code. Last around 2 weeks we are facing this issue.

For solve this issue we required to logoff from office app and clear cache credentails from Credential manager (in Control panel) and restart laptop. Please find the attached snap and help us to solve this issue asap.

We required to solve this issue

Please note, all client computers have joined to Azure AD

Error.JPG

Answer 1

Hi Rocky, The issue you have described could be due to a variety of factors including network connectivity, corrupted cache, temporary server issues, or outdated client versions. Here are some suggestions on how you can troubleshoot and resolve the issue:

1. Update Office Apps: Make sure that all your office applications are updated to the latest version.
2. Clear Cache: You are already doing this, but to ensure a full clear, consider using the Microsoft Support and Recovery Assistant (SaRA). You can download it here: https://www.microsoft.com/en-us/download/100607.
3. Check Azure AD Connect Health: If you are using Azure AD Connect, check the health of your Azure AD Connect Server. You can do so in the Azure portal.
4. Examine Sign-In Activity Reports: Check the sign-in activity reports in the Azure portal to see if there's any unusual activity or errors.
5. Test Network Connectivity: Use the Microsoft Remote Connectivity Analyzer tool to test your network connection to Office 365. You can find the tool here: https://testconnectivity.microsoft.com/.
6. Reinstall Office Apps: If all else fails, you might need to reinstall your Office apps.

If you're still having trouble, it's advisable to contact Microsoft Support for further assistance.