OneDrive credentials

Question

In my company, we have a policy where the users have to change their domain password every three months. Everyone has Office 365 and use OneDrive for Business. A few users have reported that after they change their password, the OneDrive credential window will pop up every time they try to save a document in OneDrive. So far we have been solving this problem by signing the user out of Office 365 and going into the Windows Credentials Manager and removing anything Office related. Then the user is signed back into Office and things work well, until the next password change. Is Microsoft working on a better solution for this issue?

Answer 1

Hi Bmlom72,

Changing the password is just a possible cause of this issue. It will not occur every time when you change a password.

If the issue comes back, you can try the steps above. If it does not work, you can let us know and we will help you further.

Thanks,

Ran

Answer 2

We are using the latest version of OneDrive. The problem also occurs when users try to use Outlook or Skype for Business. I think the problem is more global and not specific to individual programs.

Answer 3

Hi Bmlom72,

The issue occurs because the credentials stored in the computer are different from those on the server. You can try the following steps to see if the issue can be solved.

1. Exit all Office applications.
2. Removing all the stored credentials in the credentials manager (Control Panel > User Accounts > Credential Manager > Windows Credentials). (NOTE: This will remove your stored passwords.)
3. Run regeditas administrator.
4. From Registry Editor, browse to:

HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Common\Identity 5. Delete the Identity folder. 6. Open an Office application like Word and sign in with the Office 365 account.

Note: Before you modify the registry, back up the registry for restoration in case problems occur. Change 16.0 to 15.0 if you are using Office 2013.

***WARNING:***Using Registry Editor incorrectly can cause serious problems that may require you to reinstall your operating system. Microsoft cannot guarantee that problems resulting from the incorrect use of Registry Editor can be solved. Use Registry Edit at your own risk.

Thanks,

Ran

Answer 4

Hi Bmlom72,

Please let us know if you need further assistance.

Thanks,

Ran

Answer 5

Hi Bmlom72,

According to your description, I assume that you are using the previous OneDrive for Business sync client. See Which version of OneDrive am I using? The previous OneDrive for Business sync client syncs the Office credentials with Word, Excel and PowerPoint. To work around the issue, I would suggest you manually sign out of one of the three applications and re-sign in with the new password.

In addition, I would suggest you use the new OneDrive sync client. It does not have this problem.

Regards,

Ran