Office 365 Autodiscover.xml issues

Question

Hello. I am unable to get past this autodiscover.xml popup. A little bit of a backstory: I used to have my work email accessible on this computer (i.e. Me@mywork.com) which was also an office 365 product which incorporated OKTA authentication. I no longer have access to this, however, it won't let me login to this dialog using my personal O365 account. The sign in dialogue says "Tell us the account you want to use to open autodiscover.xml". When I put in my personal O365 account, it says "We couldn't find an account with that email address or phone number". My personal account is active and paid up. I think it's still trying to connect to my work email/account. How can I remove the remnants of my old email information? For the moment, I am unable to open Outlook or OneDrive as this issue seems to be locking it out. The dialog comes up with Excel and Outlook. I need my OneDrive back for my personal account. I can login via the web browser, but would prefer the OneDrive windows integration. Any help with this would be appreciated.

Answer 1

@Grizz

Does your personal O365 account cannot be successfully logged in OneDrive client or Office apps?
For further anaylsis, could you please take a screenshot of the login interface after you enter O365 account? (Please note, if there any privacy information, you could cover it)

Currently I sugget you remove the Credentials,

• Exit OneDrive and Office apps.
• Search and open Credential Manager
• Click on "Windows Credentials"
• Choose the down arrows to the right of "OneDrive Cached Credential" and "Microsoft Office", and then remove them.

I would suggest you locate to Computer\HKEY_CURRENT_USER\SOFTWARE\Microsoft\OneDrive\Accounts, check how many accounts are there.
If there is your personal account, you may set FirstRun data value as 1 on the right panel, and then set 0 for other accounts.

Then go to Computer\HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Common\Identity\Identities, please delete it after back it up.

(Serious problems might occur if you modify the registry incorrectly. Before you modify it, back up the registry for restoration in case problems occur.)

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Answer 2

I am stuck in an endless loop. I followed the above instructions, and also created an alias. The registry fix did not help. I did not see the same lines that were in the instrucdtions. Need help. Where do I go for help?

Answer 3

Try the Microsoft 365 uninstall support tool and select to remove all versions:

https://support.microsoft.com/en-au/office/uninstall-office-from-a-pc-9dd49b83-264a-477a-8fcc-2fdf5dbf61d8

I also made sure all office folders were deleted including the profile folder where the old *.ost file is stored.