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AVD - OFFICE - User sign in issues

Kjell B 0 Reputation points
2024-05-07T10:39:52.7266667+00:00

Environment: 5 AVD devices - fslogix - Gen1 machines
Operating system: Windows (Windows 10 Enterprise for Virtual Desktops)
Office is on version 2308 build 16.0.16731.20542 64-bit / semi-annual enterprise

Problem: In all office applications users get the below error when signing in for the first time. If we sign in once it keeps working until user signs off completely and back in again. Some users report not being able to sign in and just getting stuck.

Error: "sorry, we can't get to your account right now. To fix this, please sign in again"

When: Suddenly started happening after the environment had been running fine for several years.

What have we tried.

  • New fslogixprofiles
  • Scrub tool to remove office - reboot - redeployment with office deployment tool.
  • Excluding specific folders from our SentinelOne agent. (Found this on learning document).
  • Several registry edits
  • aad.brokerplugin package re-install

In the event viewer we sometimes see "aad.brokerplugin" errors but again, not with all users.

Next thing I could try is setting up a new VM.

Office
Office
A suite of Microsoft productivity software that supports common business tasks, including word processing, email, presentations, and data management and analysis.
1,340 questions
Azure Virtual Desktop
Azure Virtual Desktop
A Microsoft desktop and app virtualization service that runs on Azure. Previously known as Windows Virtual Desktop.
1,383 questions

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  1. vipullag-MSFT 24,711 Reputation points
    2024-05-07T16:46:57.7666667+00:00

    Hello Kjell B

    Welcome to Microsoft Q&A Platform, thanks for posting your query here.

    This error typically occurs due to issues with user profiles, Office configurations, or authentication mechanisms. Since you've already tried several troubleshooting steps, including recreating profiles and re-installing Office. Here are some suggestions:

    1. Azure AD Sync and Licensing Check: Ensure that the affected users have valid licenses and that their Entra ID credentials are syncing properly.
    2. Reset AAD Broker Plugin Cache: This can be done by deleting the cache files located in %LOCALAPPDATA%\Packages\Microsoft.AAD.BrokerPlugin_cw5n1h2txyewy.
    3. Network and Firewall Configuration: Verify that the necessary endpoints for Entra ID and Microsoft services are reachable and not blocked.
    4. Group Policy and Security Software Review: Review Group Policies and security software configurations to ensure nothing is interfering with the sign-in process.
    5. Office Activation Troubleshooter: Use Microsoft's Activation Troubleshooter tool to detect and fix common Office activation issues.
    6. New VM Setup: If the issue persists, setting up a new VM could help isolate the problem further by comparing it to the existing setup.

    I used AI to formulate this response. Hope this resolves your Query !!

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