User cache credentials expired when returning to office after working remotely.

Question

When user returns to the office after working from home over the weekend, they get a message that states: "Error
Something went wrong. [1001]"
Error Tag: 7ita9 Error Code: 3399811147 An additional message in Excel states the user cannot "upload or download changes because your cache credentials expired." The user has a laptop and a desktop and uses the same credentials to work from both devices (typically not at the same time). The user is able to function in the online version of Outlook when this error occurs but not the desktop app.

Answer 1

Hi @Brian E. Peacher , Welcome to our forum!

According to the error you provided, looks like the issue is related to the credentials. Please create a new profile(Control Panel>Mail>Show Profiles>add) and add the account for testing to check if there are some differences.

In addition, i found a similar thread as yours, which mentioned the below information:

It's suggested that you could try to troubleshooting as mentioned in the thread.

Hope to help you!

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Answer 2

I had the same problem with an user account. The solution was found here:
https://learn.microsoft.com/en-us/microsoft-365/troubleshoot/authentication/automatic-authentication-fails

Download the Assistent and let it run - it fixed the problem.