Outlook AutoDiscover is returning the wrong Tenant ID preventing Sign On.

Question

The account's password has been reset. Outlook on the web is OK. The profile has been reset successfully. The Office software has been repaired. It is up-to-date. The Authenticator has been installed. The password was again reset. The error is:

Request Id: ------------------------

Correlation Id: ---------------------------

Timestamp: 2023-10-25T21:46:56Z

Message: AADSTS90002: Tenant '-------------------------------ef' not found. Check to make sure you have the correct tenant ID and are signing into the correct cloud. Check with your subscription administrator, this may happen if there are no active subscriptions for the tenant.

Also a new profile was created.

The problem continues after a restart and opening Outlook in Safe Mode.

On creating another new profile, this error was seen: Message: AADSTS90002: Tenant '------------------------------ef' not found. Check to make sure you have the correct tenant ID and are signing into the correct cloud. Check with your subscription administrator, this may happen if there are no active subscriptions for the tenant.

Entra lists the Tenant ID as -------------------------------9e but the Profile's AutoDetect finds the Tenant ID of ---------------------------------ef so there is a mismatch.

Answer 1

Hi @Richard Burr ,

Are other applications like Excel/ Word affected?

I tried searching on the “Error Code: 3399614466” and found the steps below which might be helpful. You can have a try and see the result:

1. Navigate to the location below:
   C:\Users\yourusername\AppData\Local\Microsoft
2. Cut the OneAuth and IdentityCache folders out of the Microsoft folder and paste it to somewhere else like your desktop.
   
3. Relaunch Outlook and sign in.
4. If the issue is still there, close Outlook and copy the OneAuth and IdentityCache folders back into the Microsoft folder mentioned above but select NO when you are asked if you want to overwrite.

Answer 2

Hi @Richard Burr ,

Does this issue currently only affect this particular user?
How about testing on another user's machine to see if this user's account can be added properly? This can help narrow down if it's an issue with the specific pc.

Besides, you can try the steps below and check if it can help:

1. In the Windows search bar type: Settings.
2. Open Settings > Accounts > Access to school or work.
3. Remove all accounts there.
4. Restart the computer to see if the email account can be added and used in Outlook.

If the issue persists, it's suggested to try clearing the Identities registry entries using the following steps and see if there would be any improvement:
(Important: Follow the steps in this section carefully. Serious problems might occur if you modify the registry incorrectly. Before you modify it, back up the registry for restoration in case problems occur.)

1. Close all Office applications.
2. Open registry editor (regedit), navigate to the path below and delete it (after backing up):

HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Common\Identity\Identities

1. Restart the computer and see if it can work.

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