Cannot Sign into any microsoft apps - Error something went wrong [4wbr5] tried moving IdenityCache and OneAuth folders to desktop and back like suggested in troubleshooting guide.

Question

Cannot sign into any apps. onedrive, teams, etc.... tried moving IdenityCache and OneAuth folders to desktop and back like suggested in troubleshooting guide with no luck. Below is the following info I get on the error page.

Correlation ID: xxxxxxxxxx

Timestamp: 2025-03-20T13:20:48:000z

DPTI: xxxxxxx

Message: An unexpected error occurred

Tag: 4wbr5

Code: 2147943811

Answer 1

I recently encountered this issue with a client. I went through the usual troubleshooting steps, such as resetting the cache and moving the mentioned subfolders out of the Microsoft folder, but none of these seemed to have any effect. However, I then deleted all Windows credentials via the Control Panel, reset the local user's password through compmgmt.msc, and restarted the computer. I also removed the folder "%USERPROFILE%\AppData\Local\Packages\Microsoft.AAD.BrokerPlugin" before restarting the PC.

After the restart, it appeared that all cached passwords had been wiped, as I had to sign back into all applications on the computer. Following this, I was able to log into Teams and Outlook without any issues.

Unfortunately, I can't say for certain which specific step resolved the problem, but something in this process must have cleared the stored credentials and allowed for a fresh sign-in.

Answer 2

We have the same issue at our organization and Microsoft Support hasn't been helpful in finding any type of solution to this problem. They do state that other customers are also having it.

Answer 3

Dear Michael 1. Volkmeier

Good day! Thank you for posting to Microsoft Community. I am happy to help you.

I investigate the error information and code you provided, this issue may be related to the server's failure to recognize the user properly. To help you fix this issue, you need to contact Microsoft Support and ask them to help you see if there is a problem with the server. I also appreciate your understanding that as a forum moderator I do not have access to background data.

In this situation, I am sorry and recommend you to connect with the related development team where they can check the internal sources and investigate the issue further.

So, I request you to connect with your IT admin of your organization (How do I find my Microsoft 365 admin? - Microsoft Support) and ask them to raise a new service request from the Microsoft 365 admin center so that the related development team will connect with you and investigate the issue further.

Reference: Get support - Microsoft 365 admin | Microsoft Learn

Note: I apologize for redirecting you to related development support team because the moderators in this community are limited with the resource for further investigation and to get a quick resolution to your problem, I requested it.

Thanks for your cooperation.

Have a good day！

Sincerely,

Tin | Microsoft Community Moderator