Sign in error message

Question

Hello when attempting to sign in to Microsoft apps like outlook, word, excel, etc. user is getting error message "something went wrong error code: 80090016". I verified that the user had a valid license applied, reinstalled MS apps, removed account but was not able to readd but so far nothing seemed to work. When trying to readd the account, user received a error message "something went wrong [1200]". We even reset the password but nothing seemed to fix the issue. Issue is only with the Microsoft apps. She is able to access her email on the browser. Any assistance would be appreciated. Also when trying to readd the account, I got a message saying "encrypted connection to your mail is not available". I have attached all screenshots for your reference.

Answer 1

Hi Esther

Good day.

Thank you for sharing some information in Microsoft community.

According to your several messages, I have found one known issue information article Error “Something Went Wrong [1001]” signing in to Microsoft 365 Desktop Applications - Microsoft Support, our relevant team is investigating the issue, and they will update the information article once the issue will be in Fixed status.

Note: error code is different in the above provided article, but seems like the behavior may be similar about sign in issue for Office applications.

According to your mentioned situation, I have also consulted with our team and would like to share more specific information with you, in order of your given situation, this query should be transferred to a specific support team. As an Office 365 global admin, you may need to contact our Office 365 support team on the back-end side via an open service request so they can diagnose this specific scenario through some more technical resources, if needed, they may be collecting some information from logs for later diagnosis. They can escalate this issue to the next level of the support team after collecting information from logs. Since forum moderators have limited permissions and access resources, for this reason we are unable to collect certain detailed information in the public forum for data privacy. After diagnosing the scenario, they can provide possible information on your end.

For this standard process, here's the official document for the global admin: Get support - Microsoft 365 admin | Microsoft Learn

Important note: If any organization's Office 365 Business/Business/Education subscription is from a syndicated partner or reseller, and if the global admin can't open the service request on your end, you may need to contact the reseller's support provider so they can help the global admin open the service request on your end. after the Office 365 support team can participate in the service request.

I would really appreciate your valuable time. Thank you for your kind cooperation.

Sincerely

Darpan

Answer 2

Hi Esther,

Good day.

Thank you for your kind response.

If you can understand the current situation and if you think I've provided reasonable and correct redirect information about your scenario, I would like to request you to provide a valuable vote in your reply so that other users can understand the whole scenario. Because other users will also search for information in this community. From your valuable votes, other users can easily find this topic and share their situation directly to our technical support team so that relevant support team can aware about this issue.

I really appreciate your time. Thank you for your cooperation.

Sincerely

Darpan

Answer 3

Hi Esther

Good day.

Thank you for sharing some information in Microsoft community.

According to your several messages, I have found one known issue information article Error “Something Went Wrong [1001]” signing in to Microsoft 365 Desktop Applications - Microsoft Support, our relevant team is investigating the issue, and they will update the information article once the issue will be in Fixed status.

Note: error code is different in the above provided article, but seems like the behavior may be similar about sign in issue for Office applications.

According to your mentioned situation, I have also consulted with our team and would like to share more specific information with you, in order of your given situation, this query should be transferred to a specific support team. As an Office 365 global admin, you may need to contact our Office 365 support team on the back-end side via an open service request so they can diagnose this specific scenario through some more technical resources, if needed, they may be collecting some information from logs for later diagnosis. They can escalate this issue to the next level of the support team after collecting information from logs. Since forum moderators have limited permissions and access resources, for this reason we are unable to collect certain detailed information in the public forum for data privacy. After diagnosing the scenario, they can provide possible information on your end.

For this standard process, here's the official document for the global admin: Get support - Microsoft 365 admin | Microsoft Learn

Important note: If any organization's Office 365 Business/Business/Education subscription is from a syndicated partner or reseller, and if the global admin can't open the service request on your end, you may need to contact the reseller's support provider so they can help the global admin open the service request on your end. after the Office 365 support team can participate in the service request.

I would really appreciate your valuable time. Thank you for your kind cooperation.

Sincerely

Darpan

Thank you Darpan. I've reached out to our partner to log the ticket.