Cached credentials.

Question

Two days ago Word started displaying the following message: "SIGN IN REQUIRED: We can't upload or doawnload your changes because your cashed credentials have expired".

I renewed my Office 365 subscription two weeks ago. When I click on the "Sign In" button, either it shows the same message again or, sometimes, it open a Sign In window, but after I write my email and password, it simply shows the same message, over and over again.

Please let me know what can be done, since new files are not been uploaded.

Thanks,

Rigoberto

Answer 1

Hi Rigoberto,

Thank you for bringing this issue to our attention. Let’s try to sort this out. Have you tried clearing your Windows credentials on your computer? If not yet, we suggest that you remove all Windows credentials for your Microsoft Office and OneDrive on your Credential Manager to solve this concern. To do this, go to your Control Panel > User Accounts > Manage your credentials > Windows Credentials. By doing so, it will refresh the application and able you to sign in to your account. Once it’s done, check if the error message still appears.

If the above suggestions didn’t work for you, we could conclude that the problem was with an obscure setting in OneDrive. To resolve this, toggled the Use Office 2016 to sync Office files that I open in OneDrive settings, wait for a few minutes, and toggled it back again.

1. Click on your OneDrive, select More, and choose Settings.
2. Go to Office tab and uncheck Use Office 2016 to sync Office files that I open.
3. Click on OK.

For any results, please let us know by replying to this thread, and we will get back to you as soon as we can.