help with Error code: 2148073494

Question

After the password was reset, surface laptop (windows 11) won't allow the user to login into MS work account. This user also has a personal account with the same email address. Microsoft is unable to distinguish and I've tried reset/repair, uninstall/reinstall and clearing the cache.

Answer 1

Hi spn_2024,

According to your description, I understand that you are trying to login work account after password reset, but it shows the error even after you tried many methods like repair Office, reinstallation and clear cache.

In this situation, please ask the user to try the following steps, and then check if the login error still happens or not.

1. Sign out any accounts from Office applications and quit all Office applications.
2. Open File Explorer, paste the following path, and delete all files and folders. %localappdata%\Packages\Microsoft.AAD.BrokerPlugin_cw5n1h2txyewy
3. In the Windows search bar, search for "Access Work or School".
4. If there have any Microsoft related accounts (work or personal) in "Access Work or School", click Disconnect for all of them and then click Connect to login the work account again.
5. Reboot the PC, then open Word to login account and check result.

I appreciate your understanding that sometimes initial suggestions may not solve the problem very soon. However, we can work together to narrow down and resolve the situation. Therefore, please provide more information such as if the user can login account on Office apps from other PCs.

Please correct me if I made any misunderstanding and I will be here waiting for your updates.

Appreciate your time and patience. Hope you a nice day and stay safe!

Best Regards,

Mia

Answer 2

Thank you, this worked. I appreciate your assistance.