"Something went wrong. [7ita9]"

Question

Seems to be one of those perennial Microsoft problems and looking through the previous occurrences - no-one seems to have come up with a definitive answer but most of the previous posts have been locked unresolved so no further discussion can take place - how annoying - anyway - Fixed mine as Office seemed to be a bit confused - it was O365/Office 2021 and it was possibly confusedly thinking it was a personal MS account - finally re-logging in as my work O365 account and all was back to normal. (At least I think this is what happened)?

Answer 1

Hello, 

Good day to you! 

Thank you for reaching out to Microsoft Community! 

I truly appreciate your efforts in finding a resolution. I believe that many users may encounter similar issues, and your case could serve as a valuable reference for them. 
 
Therefore, I would make a brief summary of this post so that other forum members could easily find useful information here:  

Issue Description: 

User encountered the error message: 

"Something went wrong. [7ita9]" while using Office 365 / Office 2021. The issue appears to be related to confusion between a personal Microsoft account and a work Office 365 account, which may have caused authentication or licensing problems. 

How to resolve: 

The issue was resolved by: 

• Signing out of Office
• Re-logging in using the correct work Office 365 account

This helped Office correctly identify the account type and restore normal functionality. 

As other users will also search information in this community, please mark it as an answer, your valuable vote will definitely also help other users who have similar queries easily to find the correct channel and useful information more quickly. 

Greatly appreciate again for your patience and understanding. 

Best Regards,        

Tina L - MSFT | Microsoft Community Support Specialist