Cannot "Create" new note document and connection error with OneNote

Question

Hello!

MY COMPUTER / INFO

• MacBook Pro 2017 with High Sierra with OS up-to-date.
• All Office products up-to-date as well.
• Contacted my University's IT department and they said they have no way of troubleshooting these issues and that I need to contact Microsoft.

MY PROBLEMS

Signed up to Office 365 with my university. I've been able to log in to my OneDrive through Safari and through Word directly. I'm able to use Word and Excel fine. My problem is OneDrive. I have 2 problems:

Problem 1. When I log in to OneDrive through Safari or Word, then open OneNote, OneNote shows I'm logged in but when I try and create a new document, clicking on the "create" does nothing.

Screenshot:

Problem 2. When I'm logged out and try logging in OneNote via the OneNote application, I get an error "No network connection - Please check your network settings and try again".  To get rid of error I log into OneDrive via Safari or the Word application BUT THEN THIS LEADS TO PROBLEM #1, STATED ABOVE.

Screenshot:

Please help!

Thx!

Answer 1

Hi MaeveHuxtable,

Thanks for your clarify. From your description, I suggest you make sure that you have another copy of your unsynced contents and try the following steps to check if you can open the notebook.

1. Close OneNote Application
2. Login in your OneDrive for business with your school account.
3. Open the notebook in OneNote Online
4. Click Open in OneNote

If you can open it in OneNote online, it should be a local OneNote issue.

If so, you may try the following suggestion, this might solve the issue of sign in

a. From Finder Go/Go to Folder (Shift+Cmd+G).

b. Enter "~/Library/Containers" and press Go (Return key).

c. Find the "com.microsoft.onenote.mac" folder.

d. Select and delete that folder using File/Move to Trash (Cmd+Delete).

e. Delete this folder: ~/Library/Group\ Containers/UBF8T346G9.Office.

f. Open Spotlight by selecting the magnifying glass at the top right of your desktop.

g. Search for and open Keychain.

h. Type in Office and then delete the data license file:

Microsoft office Identities Cache 2

Microsoft Office Identities Settings 2

i. Restart your Mac.

j. Try launching OneNote and signing in again.

Warning: Outlook data will be removed when you move these files listed in this step to Trash. You should back up these files before you delete them.

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Meanwhile, I’d like you to confirm the following information,

1. Could you please clarify how you log into OneDrive via Word application? And share the steps and at which step you get the error.

Regards

Moja

Answer 2

" Microsoft Office Identities Cache 2 & Microsoft Office Identities Settings 2" were not listed. I deleted all the keychains that listed my user name/login. I then tried OneNote again and received the same network error. PLEASE NOTE THAT THIS NETWORK ERROR DOES NOT OCCUR WHEN LOGGING INTO WORD OR EXCEL OR POWERPOINT.

Answer 3

Hi Moja

I'll be updating you shortly.

thx!

Mo

Answer 4

Hi MH_500，

Are you still facing the problem? Please share some updates.

Regards,

Moja

Answer 5

Hi MH_500，

Thanks for your posting in community. Based on your description, it seems the question of cannot create notebook caused by the problem of sign in. Let’s solve the sign in problem first.

According the  error message, that might because the internet environment. you may try to sign in in another internet environment. For example, temporary disable any proxy and anti-virus and check the outcome.

Meanwhile, as you cannot sign in, you may the following steps to clear the keychain and then sign in again to check the outcome.

Open up “Keychain Access” app on your Mac, and delete the following items.

·         Microsoft Office Identities Cache 2

·         Microsoft Office Identities Settings 2

In addition, to better help you solve the problem, please provide the following information.

1. Screenshot of OneNote Version (You may find it by Click OneNote> About OneNote)
2. Your Operating System.(Apple icon> About this Mac)

Regards,

Moja