Something went wrong [657rx]

Question

My MS365 business account isn't working anymore in MS outlook app on my home pc after a crash (my personal MS account is). When I try to add this I get the "Something went wrong [657rx]" error

This is the information I had to paste:

Correlation Id: xxxxx

Timestamp: 2025-07-23T22:24:37.000Z

DPTI: xxxxxx

Message: The credential is invalid. Unexpected sub status (6008).

Tag: 657rx

Code: xxxxx

I already tried to fix it according to another Q&A assist (using this link: https://learn.microsoft.com/en-us/troubleshoot/microsoft-365-apps/activation/reset-office-365-proplus-activation-state#method2) but alas, to no avail.

Answer 1

Hi @Winny Tirmarche,  

Good day! Thank you for reaching out to Microsoft Q&A forum and sharing the details of the issue you're experiencing with your Microsoft 365 business account in Outlook.  

Please understand that our forum is a public platform, and we will modify your question to cover your organization domain name in the description. Please notice to hide these personal or organization information next time you post error or some information to protect personal data. 

I understand how important it is to have your account working smoothly, especially after a system crash. I’m here to help you get this resolved as quickly and easily as possible. 

According to your description, the situation on your end is likely caused by your organization's settings/policies (e.g. conditional access policy). 

You can try the following steps, and then check if it still happens or not. 

1. Please sign out your accounts from Office applications, then close all Office applications. 
2. Open File Explorer, paste the following path, and delete all files and folders. 

%localappdata%\Packages\Microsoft.AAD.BrokerPlugin_cw5n1h2txyewy 

1. In the Windows search bar, search for "Access Work or School". 
2. Check if you can see your business account in "Access Work or School". 

If you don't see it, please select Connect and add your business account. 

If you can see it, please select it and select Disconnect. After that, please click "Connect" and log into your account again to register the device. 

1.  Clear Cached Credentials 
   • Open the Control Panel on your PC. 
   • Go to User Accounts → Credential Manager. 
   • Under both Windows Credentials and Generic Credentials, look for any entries related to your Microsoft 365 business account. 
   • Select and remove those entries. 
   • Restart your computer and try adding your account in Outlook again. 
2. After that you can follow this: Reset activation state for Microsoft 365 Apps for enterprise - Microsoft 365 Apps | Microsoft Learn to reset activation state
3. Run one Office application, such as Word, sign into your account, and check again.

If you continue to have trouble or need help with any of the steps above, please don’t hesitate to reply to this email. I’ll be happy to walk you through it. 

Thank you again for your patience and for choosing Microsoft Q&A forum. Please let me know if there’s anything else I can assist you with. I’m here to support you every step of the way. 

---

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment”.   

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread. 

Answer 2

1. Please sign out your accounts from Office applications, then close all Office applications. 
2. Open File Explorer, paste the following path, and delete all files and folders. 

%localappdata%\Packages\Microsoft.AAD.BrokerPlugin_cw5n1h2txyewy

In my case, this was the step that got the account signing in and working perfectly.

vy nguyen Thank you for your help!

Answer 3

Thanks a lot for this quick answer.

I followed all the steps described above.

When trying to log into my work account again (in settings), I recieved this error

I recieved the same error when trying to add my work account in Outlook.

However, after that, it asked to restart outlook & this time the account was added.

So I cannot add my work account to my pc, but the account has been added in the Office 365 applications, so that's the main thing.

Thanks a lot!!