Some of my users are getting an error message when I enable HMA

Daniel Carrillo 20 Reputation points


We have an on-prem exchange server 2016 that we have enabled hybrid modern authentication. The Authn on the Outlook connection status correctly displays Bearer and works fine for most users. Some users will get the pop-up "something went wrong [2002]" On the bottom right of Outlook there is a message that says "Need Password" When I click on it, the errors go away but then come back within minutes. I have double checked my hma settings and everything seems to be good, as it works for a majority of my users but there are a select few.

Any help would be greatly appreciated.

Windows 10 and Windows 11

Most latest version of O365.


Something went wrong. [2002]

Correlation Id: 8cda05f5-bef3-4b98-8007-833f440e98c8

Timestamp: 2024-05-28T11:51:21.000Z

DPTI: b8bcf72a42b58af96a80f441d06c298b1523b3ea18a11bd068dcdd2728b0e1dd

Error Tag: 4usqa

Error Code: 3399614475

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Accepted answer
  1. Noah Ma-MSFT 1,690 Reputation points Microsoft Vendor

    Hi @Daniel Carrillo,

    Thank you for posting to Microsoft Community.

    Based on your description, I understand there are a pop-up issue with your Outlook client.

    Please kindly try to create a new profile as steps of Create an Outlook profile - Microsoft Support and check if the error still occurs.

    Also, you could clear cache as the following steps to see if it could be solved.

    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. User's image
    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.

    If these mailboxes are in the cloud, please Download Microsoft Support and Recovery Assistant from Official Microsoft Download Center and try to fix the issue.

    Hope it helps and if there are anything else you need help, please feel free to contact me.

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