Unable to login to Outlook and Teams due to error tag- 7q6ch

Question

Unable to open Teams and Outlook on multiple company devices. This is disrupting bussiness.

Error tag: 7Q6ch

Error code: 2147500037

Troubleshopoting tried...

Clearing Outlook cache.

Running online repair.

Restarting device.

SIgning in/out of work/school account.

Cleaned up outlook temp folders.

Outlook safe mode won't start.

Can you please advise if a solution?

Answer 1

Hello Jacob Campbell4,

Good day. Thank you for posting in the community!

Sincere apologies for any inconvenience this issue might be causing you. Based on the information you provided, I have consulted with my team members about your situation, and I would like to share some more specific directions with you. 

Your current scenario must be diagnosed by the Microsoft Technical Support Team. Microsoft's back-end support team should check the advanced logs. A front-line technical support engineer can also have a specific support team investigate some specific situations further. 

Due to the limited permissions and access resources of our forum moderators, we are unable to collect certain types of log information in public forums for this reason and for the privacy of our users' data. After diagnosing the situation, our technical support team can provide possible information from their point of view. 

For the standard procedure information provided above, in your organization, Office 365 Global Admins may need to contact the Office 365 support team on the backend through an open service request so that they can diagnose this particular scenario with some more technical resources,  

For this standard procedure, the following is the official documentation that Global Admins refer to: **** Get support - Microsoft 365 admin | Microsoft Learn (Online option). 

You can also call MS support via - **** Global Customer Service phone numbers - Microsoft Support

Note: If you are an end-user person, you may need to contact the Office 365 Global Administrator in your business organization to contact a Technical Support Engineer for further processing. 

Important: If any of your organization's Office 365 Business/Business/Education subscriptions are from a federated partner or reseller and the global admin can't open a service request on their end, they may need to contact the reseller's support provider so they can help the global admin open the service request on their end. After that, the Office 365 support team will participate in the service request that was created. 

Thank you very much for your valuable time and your cooperation.

Sincerely,

Md Ashabul Haque | Microsoft Community Moderator

Answer 2

Hello, I have the same problem (7q6ch), my email account used to be under GoDaddy and last year this changed to be administered my Microsoft 365 under GoDaddy contract.

I am unable to access my email using Outlook. This stopped working on august 16. Nevertheless I can access it through other email platform, specifically Apple (iPad, iPhone).

Since it is only 2 accounts in the domain hosted by GoDaddy, there is not an administrator, less since the service is supposed to be provided by GoDaddy / Microsoft.

This is the information provided by the error window.

Correlation Id: ca77132d-165a-414c-a69f-217439b56814

Timestamp: 2024-08-23T17:58:46.000Z

DPTI: d4d8935f117433806aa3af3776fff000cc5249235f605833a4a080ca62c5ed55

Error Tag: 7q6ch

Error Code: 2147746132

Answer 3

Hi Jacob,

We are experiencing this same issue in our organization as we attempt to implement Virtual Desktop Infrastructure. Our VDI desktop utilized Shared Computer Activation for Microsoft 365 and when a user launches Outlook or Teams it will prompt them for their credentials and then it brings up the Office activation page and when you attempt to sign in you can enter your email address and then it shows the "Something went wrong [7q6ch]" error. The funny thing about this is that if the user waits a few days and attempts to access Outlook (or any other Office app) within the VDI desktop, the error might not happen anymore.

Occasionally the user's writable volume has to be reset to clear data and when this happens it will frequently cause Office apps to stop working again. So far, it appears that there is some sort of time limit for Shared Computer Activations but no one has been able to confirm this for sure. As an admin for the environment it is critical that we understand how this works and can respond to users. So far, Microsoft hasn't been able to give us a straight answer as to why this is happening.

I also find it very interesting that you started seeing this in early August as that is also when we started seeing the issue. I currently have version 2407 Build 16.0.17830.20166 installed. Is it possible that the problem has to do with this build of Office? I am considering trying an earlier build to see if it has the same issue.

Answer 4

Hello folks,

 I wanted to post a quick update to let you know of my progress. Your posts helped me significantly as I went ahead and swapped to version 2302 of Office. I still had this version in the App Volumes library so I was able to switch the "CURRENT" version from 2407 to 2302 and this eliminated the 7q6ch error entirely. I ran into a minor issue where if the user signs out of the Office activation they are not able to sign back in during the active logon session but if they log out of Windows and log back in, they are able to sign back into and activate the Office apps. So, this issue seems to be related to the MONTHLY channel version of Office that came out in July of '24. The next step is for me to build an app volume with a more recent build (thinking 2402 Semi-Annual would be prudent) and see if Office continues to work correctly. As for you guys, I would consider removing Office from the workstation and obtaining the Semi-Annual build to see if that corrects your issue. 

Just because it is the latest and greatest, doesn't mean it works the best - tried and true versions can often be the better solution!

Answer 5

I just updated the VDI desktop pool to use the 2404 version of Office and it works smoothly so far. I am not getting any issues with activations.